Experience Investigators by 360Connext

MARCH 24, 2015

Michael Perman , Dean of Innovation from Gap, Inc. discussed how challenging it is to think of innovation in positive terms. Thinking about innovation in these terms is limiting. The bottom line is that innovation around the future of experience means relying on resources not necessarily aligned with data.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

InMoment XI

FEBRUARY 16, 2024

This fragmented approach to CX makes it difficult to track customer behaviour across different channels and identify crucial opportunities for improvement. Moving Beyond Surveys Embracing Contact Channels To truly understand and address customer needs, businesses are encouraged to broaden their horizons beyond traditional surveys.

Multi-Channel 195

Multi-Channel Touchpoint Social Media Customer Voice 195

InMoment XI

NOVEMBER 30, 2023

Establish Brand Guidelines: Define clear guidelines for how your brand should be represented across different channels. These guidelines serve as a roadmap for how your brand is visually and verbally presented across various channels. Time-Efficiency Monitoring your brand manually across various online channels can be time-consuming.

Brands 284

Brands Management Multi-Channel Social Media 284

Retently

DECEMBER 10, 2024

With new players offering innovative features and established names upping their game, 2024 might be the right time to rethink your survey strategy. It should also support multi-channel survey distribution and provide robust reporting tools for actionable insights.

2024 78

2024 Multi-Channel NPS Feedback 78

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. At the core of their reporting is a team with a passion for all things customer management, with a focus on Customer Contact and Design & Innovation. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

TechSee

JUNE 23, 2020

Customer experience (CX) is a space where innovative AI applications are being deployed at a rapid rate to deliver effortless, multi-sensory journeys across a range of voice, video and text modalities, apps, and other digital touchpoints. In other words, a company’s virtual assistant needs to be present across all channels.

Multi-Channel 207

Multi-Channel Contact Center Touchpoint Customer Centricity 207

BirdEye

SEPTEMBER 20, 2024

Birdeye Insights AI Insights AI is a powerful tool that helps businesses gather and analyze customer feedback across multiple channels, including reviews, surveys, and local SEO data. The future is AI, and Birdeye is leading the charge As competition heats up, multi-location businesses can no longer afford to overlook the benefits of AI.

2024 105

2024 Innovation Social Media Demo 105

Oracle

AUGUST 19, 2020

What recent retail innovations have you seen that allow for a great shopping experience? We asked CX professionals that question, and they let us in on the most notable retail innovations they’ve recently experienced. Retail Innovation #1: IoT enhancements. Retail Innovation #2: Video review functionality.

Retail 85

Retail Innovation Virtual Agent Loyalty Programs 85

Optimove

DECEMBER 10, 2024

Balancing Speed with Creativity : AI streamlines repetitive tasks such as audience segmentation and content generation, freeing marketers to focus on storytelling, innovation, and crafting meaningful, engaging campaigns. Drive innovation, knowing they have the technology to support even the most ambitious ideas.

Multi-Channel 52

Multi-Channel 2012 Download Innovation 52

BlueOcean

NOVEMBER 13, 2023

Check the article out here if you’re looking to expand and innovate within your CX strategy. Total experience (TX) is an increasingly popular concept that combines customer experience, employee experience, user experience, and multi experience into one cohesive strategy. Wise words from CallMiner.

Customer Care 177

Customer Care 2024 Multi-Channel Contact Center 177

BirdEye

DECEMBER 30, 2024

Managing a multi-location mortgage business in today’s fast-paced market requires juggling multiple priorities: client relationships, loan processing, compliance requirements, and team coordination. As your business expands across locations, these challenges escalate exponentially, demanding innovative solutions.

Multi-Channel 52

Multi-Channel Document Social Media Financial 52

InMoment XI

MARCH 18, 2024

By consolidating data from diverse channels, businesses can unlock a fuller understanding of customer preferences, pain points, and behaviours. InMoment empowers businesses to not only listen to customers across various channels but also make sense of their feedback with the utmost precision.

Insights 195

Insights Multi-Channel Webinar Social Media 195

CSM Magazine

DECEMBER 2, 2024

a leading global CX technology and services innovator for AI-enabled CX with solutions from TTEC Engage and TTEC Digital, today announced that TTEC Digital has completed the first phases of a successful global sales process optimization program with Westcon-Comstor , a global technology provider and specialist distributor.

Sales 52

Sales Multi-Channel 2024 Workshop 52

CSM Magazine

JANUARY 24, 2025

In addition, ICIW is now turning post-purchase communications with customers into a fully-fledged marketing channel. This multi-channel tracking and post-purchase communication solution gives the business and customers a clear read on the status of deliveries. ICIW chose to use nShift Track.

Multi-Channel 52

Multi-Channel Communication Customers Brands 52

CSM Magazine

JANUARY 24, 2025

In addition, ICIW is now turning post-purchase communications with customers into a fully-fledged marketing channel. This multi-channel tracking and post-purchase communication solution gives the business and customers a clear read on the status of deliveries. ICIW chose to use nShift Track.

Multi-Channel 52

Multi-Channel Communication Customers Brands 52

Oracle

NOVEMBER 27, 2019

Today, the customer experience isn’t bound to any one physical or digital space, as 73% of consumers use multiple channels to shop , according to a Harvard Business Review study of 46,000 shoppers. Fast-food restaurants may get even faster thanks to retail innovation in customer service tech. Transforming grocery shopping.

Retail 74

Retail Innovation 2019 Multi-Channel 74

InMoment XI

JANUARY 12, 2024

More than just a technological innovation, conversational intelligence represents a paradigm shift how organizations understand, interpret, and harness the power of human conversations. The advent of conversational intelligence has become a catalyst for transformation in the way that businesses communicate with consumers.

E Commerce 195

E Commerce E-support Healthcare Multi-Channel 195

CSM Magazine

MARCH 5, 2025

Multiple Channels to Fit Your Needs Accessibility is another factor that sets Pin-Up Aviator apart. Innovations in User Support Pin-Up Aviator isnt just meeting the industry standard for support; theyre raising the bar. These innovations not only enhance response speed but also ensure consistent accuracy across all interactions.

Multi-Channel 52

Multi-Channel Innovation Interaction Brands 52

Optimove

MARCH 17, 2025

” Messaging frequency and channel selection could also be varied according to engagement levels. Lesson #3 – Optimize Cross-Channel Promotional Structures iGaming is well known for using sophisticated bonus systems to drive player engagement by rewarding and incentivizing them for desired actions.

Retail 52

Retail Marketing Multi-Channel Return on Investment 52

Oracle

SEPTEMBER 27, 2020

The Thinker Award for Markie Innovation honors companies that used new technology or a never-before-seen approach to attract, interest, and engage an audience. Cisco’s Global Partner Marketing organization historically leveraged email as its primary communications channel with its growing ecosystem of more than 60,000 partners.

Innovation 77

Innovation Marketing Multi-Channel ROI 77

Interactions

FEBRUARY 6, 2025

According to the McKinsey survey of more than 8,500 insurance consumers , six in 10 customers switch channels pre-purchase. Digital channels didnt fare well in the survey either. Insurers who automate customer interactions by voice and digital channel must tread carefully to provide the level of service consumers expect.

Insurance 62

Insurance Interaction Multi-Channel Contact Center 62

BirdEye

DECEMBER 30, 2024

This guide dives into proven tactics, innovative tools, and actionable insights to help you master lead generation for medical businesses. For multi-location healthcare companies, the challenge goes beyond attracting leadsits about delivering consistent, locally relevant messaging.

Healthcare 52

Healthcare Multi-Channel Social Media Advertising 52

BirdEye

NOVEMBER 18, 2024

Jasper Perfect for: Brand-specific content Standout feature: Multi-platform templates Best used for: Long-form social content 3. Customer queries range from simple product questions to complex support issues, while marketing teams struggle to maintain quality engagement across all channels.

Social Media 59

Social Media Multi-Channel Culture E-support 59

BirdEye

NOVEMBER 20, 2024

Managing a multi-location dental practice requires your teams to juggle patient care, staff coordination, reputation , appointments, and communications daily. As you scale across locations, these challenges grow exponentially, requiring innovative solutions. That’s where Generative Artificial Intelligence (GenAI) comes in.

Multi-Channel 52

Multi-Channel Insurance Document Feedback 52

ShepHyken

OCTOBER 9, 2020

This Pandemic only put a bigger pressure on retailers to move faster and stop postponing the adoption of technology for “when we’ll have budgets and time to explore innovation”. Now more than ever, with online grocery shopping finally taking off, retailers need to turn their multi-channel strategy into an omnichannel one.

Retail 145

Retail Customer Experience Multi-Channel Omnichannel 145

InMoment XI

OCTOBER 24, 2023

The Multi-Faceted Approach to Contact Center Analytics What Are Customer Analytics? They provide clear directives, guiding businesses on where to act, how to improve, and when to innovate. Enhanced Multi-Channel Communication The digital age has ushered in a plethora of communication channels, from social media to chatbots.

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

Alida

JANUARY 5, 2018

CMOs will turn this [year] into an opportunity to remould their organization to be customer obsessed, prioritizing talent that can conceptualize innovation and growth, and farming execution-oriented specialist work out to partners,” Michael Barnes, Forrester VP and research director, tells CMO. VR and AR steal the spotlight.

2018 0

2018 Marketing Multi-Channel Tourism 0

TechSee

OCTOBER 9, 2018

each day and often engage in “tech multi-tasking,” such as setting a date via messaging app while while watching Netflix and tweeting about it. Dedicate trained customer service personnel – ideally other Millennials – to monitor all social channels and respond quickly to questions wherever they are asked. But they don’t stop there.

Customer Service 359

Customer Service Virtual Agent Social Media Multi-Channel 359

Alida

JANUARY 13, 2017

Ted Rubin, keynote speaker and acting CMO at Brand Innovators. Brands must ensure a seamless experience across all channels. Ensuring consistent, omni-channel experience requires marketing and customer service go hand in hand. Businesses no longer have the luxury of compartmentalizing the customer experience.

Marketing 91

Marketing Customer Experience 2017 Multi-Channel 91

ShepHyken

FEBRUARY 18, 2020

About: Claire Sporton is the Senior Vice President of Customer Experience Innovation at Confirmit , a leading SaaS vendor for multi-channel customer experience, employee engagement and market research solutions. Help leadership understand how we can help them hit those targets.”.

Multi-Channel 125

Multi-Channel ROI Leadership 2020 125

BirdEye

DECEMBER 28, 2024

Traditional communication channels often fall short, leaving patients frustrated and uncertain. A multi-location healthcare business requires the most efficient AI healthcare chatbots to streamline operations communication standards. For a multi-location healthcare business, relying only on your staff to manage them can be challenging.

Healthcare 52

Healthcare Multi-Channel Insurance Document 52

Magellan Solutions

SEPTEMBER 9, 2021

Digitally Innovative Types of Technical Support. This is why you can take advantage of knowing more about our offered non voice technical support in different channels. Though, it is likely that with this channel, you will spend more time going back and forth to exchange with your customers. . Phone support. Social media .

Innovation 52

Innovation Multi-Channel Social Media Article 52

InMoment XI

JANUARY 17, 2024

A Multi-Channel Strategy is Essential To validate their booking decisions, travel buyers are navigating multiple digital channels to conduct research and find solutions that are suited to their needs. Today’s consumers expect seamless and convenient interactions across multiple channels.

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

CSM Magazine

FEBRUARY 12, 2025

What began as a focused Intent, Capture & Analysis (IC&A) assessment evolved into a groundbreaking, award winning and multi-nominated AI transformation initiative. This stage focuses on delivering rapid value through platform replacement, cloud migration, and / or innovative solution implementation.

Multi-Channel 52

Multi-Channel Consulting Return on Investment ROI 52

CSM Magazine

OCTOBER 23, 2024

Unlike generic chatbots, Jovee AI was designed from the ground up to manage sales and customer service interactions seamlessly across multiple channels—whether web chat, voice calls, or virtual avatars. For me, my goal for Jovee is clear: to lead the way in telecom innovation, drive progress, and create a connected future for everyone.

Sales 52

Sales Customer Service Contact Center Multi-Channel 52

Thematic

MARCH 2, 2025

Because it will help: enhance customer experience boost marketing effectiveness drive product innovation reduce churn & increasing loyalty In this guide, we’ll explore what customer insights are, why they matter, and how businesses can use them to improve strategy, marketing, and customer experience.

Customer Insights 62

Customer Insights Insights Social Media Feedback 62

Inbenta

DECEMBER 28, 2024

In this insightful conversation, Ade Crossland, Digital Skills Leader at Nationwide Building Society, provides a behind-the-scenes look at their innovative approach. At that time, our digital channels were just beginning to emerge. It’s a multi-layered solution right across the business.

Demo 52

Demo Banking Multi-Channel Net Promoter Score 52