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. However, details can slip out when your agents process multiple applications, especially for a multi-location operation.

Multi-Channel 52

Multi-Channel Document Social Media Financial 52

ShepHyken

FEBRUARY 18, 2020

They discuss the importance of investing in the customer experience and how CX professionals can communicate that need with leadership and executives. You must have the business acumen to speak in terms your organization’s leadership understands.”. “As Help leadership understand how we can help them hit those targets.”.

Multi-Channel 124

Multi-Channel ROI Leadership 2020 124

BirdEye

MARCH 6, 2025

That was Black Bear Diner s goal as a multi-location restaurant aiming to stand out among hungry diners. A multi-location business will benefit from local SEO , ensuring that each location appears in relevant search engine results. Ensure all information is accurate and matches other online channels. Increase online presence.

Social Media 85

Social Media Multi-Channel Advertising Feedback 85

Customer Bliss

JULY 19, 2018

In today’s lively chat with Sue, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg, a multi-billion dollar company that has been customer-focused since its inception. Customer Experience Leadership Means Being a Team Player.

Customer Focused 129

Customer Focused E Commerce Multi-Channel E-support 129

InMoment XI

OCTOBER 31, 2023

It requires a harmonious blend of leadership, technology, and a customer-centric mindset to succeed in this dynamic landscape. The call center manager’s leadership is essential in maintaining a high level of service quality and ensuring that the team meets performance targets. How do Call Centers Work?

Call Center 195

Call Center Management Exceptional Customer Service Customer Satisfaction 195

BirdEye

DECEMBER 30, 2024

For multi-location healthcare companies, the challenge goes beyond attracting leadsits about delivering consistent, locally relevant messaging. To succeed, multi-location businesses must balance efficiency with personalization, ensuring each location connects with its unique audience while maintaining a consistent brand voice.

Healthcare 52

Healthcare Multi-Channel Social Media Advertising 52

Beyond Philosophy

SEPTEMBER 22, 2015

In a recent article, “ 3 Ways to Use Mobile To Your Advantage,” I discuss how Macy’s, Dick’s, and Taco Bell have embraced mobile Omni-channel approaches in unique ways to take their relationships with their Customers on-the-go to a new level. Hilton is a fan of accessibility and a multi-channel approach.

Multi-Channel 167

Multi-Channel Call Center 2015 Customers 167

Experience Matters

JANUARY 20, 2015

We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness. This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses.

2015 108

2015 Customer Connectedness 2014 Net Promoter Score 108

Beyond Philosophy

SEPTEMBER 13, 2016

CMC Thought Leadership Principal, Beyond Philosophy. While multi-media, mega-budget programs were extolling wonderful products and services (and social values) offered by corporations, product quality and service performance for customers, and evidence of a customer-centric culture for employees, was often in decline in the real world.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

Beyond Philosophy

AUGUST 17, 2015

Because experience and value delivery are so often multi-channel, even omni-channel, the consistency and reliability we’re discussing must, today, extend across all modes of communication and conveyance. Customers expect experience reliability and consistency, irrespective of channel. Michael Lowenstein, Ph.D.,

White Paper 100

White Paper Multi-Channel Hotels Banking 100

BirdEye

MARCH 3, 2025

That seamless experience across both online and physical channels is what omnichannel marketing is all about. By using unified messaging and visuals, brands can engage customers on their preferred channels, enhancing satisfaction and loyalty. Goal Reach: Maximizing distribution of messages across channels.

Omnichannel 52

Omnichannel Marketing 2025 Multi-Channel 52

BirdEye

MARCH 3, 2025

That seamless experience across both online and physical channels is what omnichannel marketing is all about. By using unified messaging and visuals, brands can engage customers on their preferred channels, enhancing satisfaction and loyalty. Goal Reach: Maximizing distribution of messages across channels.

Omnichannel 52

Omnichannel Marketing 2025 Multi-Channel 52

Optimove

FEBRUARY 23, 2025

Multi-Channel Orchestration Web Inbox : Introducing a new owned communication channel, Web Inbox allows brands to deliver persistent, in-platform messages directly within their websites, ensuring marketing and CRM messages feel natively embedded rather than appearing as popups, banners, or overlays.

2024 52

2024 Multi-Channel 2025 Financial 52

Beyond Philosophy

JULY 6, 2016

China sees us as the thought leadership of Customer Experience. However, as econsultancy pointed out in a recent article , most multi-national companies don’t know how to adapt their customer engagement strategies to an Eastern digital environment. Three Truths Every Marketer Should Know about CX in China.

Social Media 113

Social Media 2002 Multi-Channel Customer Centricity 113

Beyond Philosophy

OCTOBER 28, 2014

I feel that in today’s age of multi-channel options for Customer “calls” it is important to note that call routing and answering applies to all channels, whether there is a call or not. Natural companies, in this case specifically, stand alone in that a person answers your call and works with you until your issue is resolved.

Customer Experience 120

Customer Experience Net Promoter Score CEM Customer Centricity 120

Maz Iqbal

DECEMBER 2, 2014

What Customer Experience lacks is leaders and leadership. . Filed under: Customer Experience , Leadership / Change / Transformation Tagged: customer experience , leadership. Customer Experience Leadership / Change / Transformation customer experience leadership' What does this tell you? Yet I am optimistic.

Customer Experience 76

Customer Experience Multi-Channel Leadership Customer Experience Professionals 76

ShepHyken

SEPTEMBER 17, 2024

Customer expectations have risen due to the availability of multiple communication channels like the phone, email, chat, and social media. Technology plays a significant role in meeting these expectations by providing faster service across multiple channels. Today, customers expect quick, efficient, and instant responses.

Customer Expectations 86

Customer Expectations Multi-Channel 2024 Social Media 86

SurveySensum

JULY 14, 2020

Multi-Award Winner, Nandkishor Tripathi is a Market Research Operations and CX Methodology Specialist with over 16 years of proven track record in delivering customer experience at the highest levels. She has carved a successful career in both customer service and CX leadership across Financial Services and Telcos. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

Journey maps identify critical customer touchpoints , including offline and online channels and touchpoints. UXPressia : This customer experience mapping and management platform enables multiple views, like an integrated multi-persona journey and individual journeys. Data collection : Which channels can the tool extract data from?

Customer Journey Mapping 162

Customer Journey Mapping Customer Journey Multi-Channel Roadmap 162

TechSee

DECEMBER 16, 2021

86% of customers have come to expect a personalized and relevant experience – with conversations with agents moving seamlessly between channels. What’s more, 84% of company leadership believes that AI is the key to achieving their growth objectives. Customers want to help themselves through mobile, web, phone, text messages, and more.

Call Center 124

Call Center 2022 Contact Center Multi-Channel 124

Beyond Philosophy

JUNE 4, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. From Products to Customers to the Human Spirit, noted marketing scholar Philip Kotler recognized that the new model for organizations was to treat customers not as mere consumers but as the complex, multi-dimensional human beings that they are. Michael Lowenstein, Ph.D.,

Financial 144

Financial White Paper Books Airlines 144

Uniphore

JANUARY 4, 2022

Analyze Analytics and insights from 100% of interactions across all channels. Before joining Uniphore, Annie was part of the leadership team at NIO, a next generation car company, leading US marketing and communications from startup through a successful IPO. Uniphore Collaborates with Cisco to Enable Better Customer Experiences.

2022 126

2022 White Paper Contact Center Innovation 126

BirdEye

MAY 8, 2023

Every major marketing channel today gives detailed analytics and knowing how to leverage them is definitely a big requirement for any marketer. Leadership Having strong leadership skills enables marketers to lead teams and projects effectively. Digital marketing teams run several campaigns simultaneously.

Marketing 98

Marketing Social Media Multi-Channel Leadership 98

Thematic

MARCH 18, 2025

Unified Customer Voice Thematic integrates feedback from multiple channels—surveys, social media, and support tickets—into one unified view. Leadership teams need high-level, summarized feedback reports. Limited to Web Data: Lacks multi-channel customer experience analysis. Why Companies Choose Medallia?

Customer Insights 62

Customer Insights Insights Social Media Consulting 62

Martin Hill-Wilson

JUNE 12, 2015

This is the second in a series of three posts exploring the issues around becoming a multi-channel service organisation. Of course you might prefer the language of ‘omni-channel’ if you are keen to make the point that it must all fuse together into a seamless capability. It’s a fundamentally different leadership challenge.

Multi-Channel 53

Multi-Channel Leadership Average Handle Time Customer Journey 53

NICE inContact

OCTOBER 9, 2017

We are now NICE inContact to further claim our market leadership position as one company with NICE. The post inContact is now NICE inContact – One Leadership Brand appeared first on inContact Blog. Today, we have a new name and a new brand. This change coincides with the launch of NICE inContact CXone™ , the world’s No.

Leadership 0

Leadership Brands Contact Center Blog 0

BirdEye

APRIL 15, 2025

Read on to learn how to attract customers through intent-driven storytelling across your marketing channels and how GenAI tools can help you implement attraction marketing that builds trust and makes it easier for the right customers to find. This makes their marketing channels a two-way conversation.

Marketing 52

Marketing Social Media 2025 Multi-Channel 52

Natalie Petouhof

JUNE 9, 2015

But unless a platform is built with it’s very core centered on driving more than the old CRM (transactional customer relationship management), hundreds or millions of dollars or more were spent trying to piece technology together, only to result in thwarted attempts to create experience management across channels like web, mobile and commerce.

Management 68

Management Multi-Channel Competitive Advantage Customer Relationship Management 68

NICE inContact

OCTOBER 9, 2017

We are now NICE inContact to further claim our market leadership position as one company with NICE. The post inContact is now NICE inContact – One Leadership Brand appeared first on inContact Blog. Today, we have a new name and a new brand. This change coincides with the launch of NICE inContact CXone™ , the world’s No.

Leadership 48

Leadership Brands Contact Center Blog 48

BirdEye

MAY 3, 2023

The choice of the right marketing channel can make or break a campaign. Choosing the most effective marketing channel can make sure that your efforts bring results. This blog post deals with everything you need to know to leverage the right channels and boost your business revenue.

Marketing 98

Marketing B2C Social Media Multi-Channel 98

Experience Matters

APRIL 7, 2015

We work with global 5,000 clients to create multi-channel, multi-lingual feedback and research programs that engage customers, empower employees, deliver a compelling respondent experience, and provide high Return on Investment. In today’s Omni channel world, companies often struggle to deliver a seamless customer experience.

2015 97

2015 Multi-Channel 2014 CEM 97

CSM Magazine

SEPTEMBER 8, 2023

We are also multi-Genesys award winners, most recently being named Genesys EMEA Partner of the Year in 2021. Indeed, we’ve successfully built and run more than 100 Genesys deployments globally.

White Paper 52

White Paper Leadership Multi-Channel 2021 52

Natalie Petouhof

JUNE 15, 2015

Multi-disciplinary Skill Sets Required of Chief Experience Management Officer. With strategy and leadership decided, processed mapped from the customer’s viewpoint, technology can be chosen and deployed to deliver on the brand’s promise. This may mean organizations at the very least assign the CEO, CIO or CMO to this charge.

Customer Experience Management 61

Customer Experience Management Webinar Technology Management 61

BirdEye

OCTOBER 31, 2023

Customers today heavily depend on online review sites, public forums, and social media channels when choosing businesses. With the right reputation management company, businesses can proactively collect positive feedback across various channels, rather than merely reacting to negative reviews. “I I reviewed over 20 different offerings.

Management 111

Management Social Media Multi-Channel Automotive 111

ReviewTrackers

MARCH 26, 2020

Now, customers can share their feedback using various platforms and channels, such as: Online reviews and ratings. Multi-platform feedback system. This information can convey these customers’ thoughts, feelings, satisfaction levels, or opinions about your product, service, or brand. Social media comments. Customer satisfaction surveys.

Feedback 81

Feedback Social Media Net Promoter Score Multi-Channel 81

Beyond Philosophy

JUNE 1, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Loyalty programs continue to grow, but they are also tending to become more closely integrated with brand-building and multi-channel customer experience optimization. Michael Lowenstein, Ph.D.,

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

inQuba

AUGUST 16, 2022

It’s business unusual, but multi-disciplinary teams are solving today’s biggest challenges. Multi-disciplinary professionals are discussing customer-centric solutions to collaboration and digital transformation. For one, there has been a channel explosion. Today’s leadership team is demanding different tools.

Multi-Channel 52

Multi-Channel Net Promoter Score Innovation Customer Journey 52