Blueshift

SEPTEMBER 15, 2022

Are you reading this blog post on your smartphone? According to a late 2019 survey by Asurion , smartphone users in the US check their devices 96 times a day – or once every 10 minutes. . We’ve gathered some must-consume resources to help you answer these omnichannel marketing questions and more.

Marketing 52

Marketing Omnichannel 2019 Consumers 52

NICE inContact

OCTOBER 18, 2019

This year, NICE inContact has been recognised as a Visionary, with the furthest overall placement for Completeness of Vision in 2019. The post NICE inContact a first-time Visionary in 2019 Gartner Magic Quadrant for Contact Center as a Service, Western Europe appeared first on NICE inContact Blog.

Contact Center 48

Contact Center 2019 Omnichannel 2020 48

NICE inContact

OCTOBER 2, 2019

The latest results and analysis appear in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. The post Not Putting All Your Eggs in One Basket – How Businesses Are Allocating CX Funds appeared first on NICE inContact Blog. Interested in learning more? Download your free copy today.

Omnichannel 60

Omnichannel Contact Center Social Media 2019 60

Kustomer

NOVEMBER 4, 2020

billion in 2019 to $9.4 More Businesses Will Switch to an Omnichannel Approach. As we approach 2021, brands need to focus on providing seamless, omnichannel CX to foster brand equity and drive sales. The chatbot market size is projected to grow from $2.6 billion by 2024. Data, Data, and More Data.

2021 140

2021 Customer Experience E-support Omnichannel 140

NICE inContact

MARCH 5, 2019

The baseline: Customers expect omnichannel choices in our contact centres. In our upcoming webinar, Fulfilling Changing Customer Expectations with True Omnichannel , we’ll explore all this and more based on recently published Nice inContact research: the 2018 Customer Experience (CX) Benchmark report. REGISTER NOW.

Omnichannel 67

Omnichannel 2018 2019 Webinar 67

NICE inContact

MAY 23, 2019

We live in an omnichannel customer service world now. Get your copy of the business wave of the 2019 NICE inContact Customer Experience Transformation Benchmark today! appeared first on NICE inContact Blog. But the evolution isn’t complete yet, and it probably never will be. This is the nature of life in the digital age.

Contact Center 55

Contact Center 2019 Omnichannel 2018 55

NICE inContact

AUGUST 13, 2019

With new innovations in omnichannel strategies, it’s possible to overcome traditional barriers to exceptional customer engagement and provide a complete digital experience. Register for our upcoming webinar on August 20, 2019, Digital-First Customer Service: The Future is Here Today , to learn more. and it’s here today.

Contact Center 54

Contact Center Customer Service Omnichannel Innovation 54

NICE inContact

APRIL 30, 2019

That’s why, as the global leader in cloud technology, NICE inContact helps contact centres all over the world deliver consistently exceptional customer experiences in the kind of omnichannel environment customers expect…outstanding CX that solidifies brand loyalty and turns customers into lifelong brand advocates.

Omnichannel 59

Omnichannel 2019 Demo Loyalty 59

Avaya

JANUARY 14, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. When companies design projects around innovative technologies—ranging from analytics, Artificial Intelligence (AI), Internet of Things (IoT), mobility, cloud services, and omnichannel—they can demonstrate measurable success.

Customer Experience 73

Customer Experience Competitive Advantage 2018 Social Media 73

CX Accelerator

OCTOBER 25, 2018

How can we bypass the milestones of Omnichannel and a useful knowledge base, while expecting to virtualizesupport? Find out more about Frost and Sullivan CCW Conference HERE and I hope to see you in 2019! Back to CX Accelerator Blog Nate Brown is the Co-founder of CX Accelerator.

Net Promoter Score 140

Net Promoter Score NPS Contact Center Metrics 140

NICE inContact

JUNE 19, 2019

In today’s omnichannel customer service environment, savvy organizations offer their consumers multiple ways to interact with them, including agent-assisted and self-service methods. The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark is chock-full of insights like these. Get your copy today!

Contact Center 55

Contact Center Omnichannel 2019 Customer Centricity 55

NICE inContact

MAY 8, 2019

Are you delivering seamless omnichannel customer experiences and creating promotors rather than detractors? The 2019 business wave of the NICE inContact Customer Experience (CX) Transformation Benchmark explores many of these questions at a global level. Or are they still most satisfied with a phone call with a competent agent?

Download 54

Download Contact Center 2019 Omnichannel 54

Call Experts

FEBRUARY 12, 2020

omnichannel management that supports digital transformation. In 2019, automatic call distribution sported 23.3% The industry continues to change, most recently with the emergence of omnichannel management. The industry continues to change, most recently with the emergence of omnichannel management. More Blogs Menu.

Contact Center 69

Contact Center 2020 Call Center Omnichannel 69

UJET

NOVEMBER 18, 2019

2019 is coming to a close and the customer support industry is moving into the next decade. To welcome the new year, here are five predictions for 2019. The post Customer Support Trends and Predictions for 2020 appeared first on Customer Experience Blog by UJET. Messaging Surpasses Voice. Multichannel Expands to Multimedia.

2020 78

2020 Contact Center 2019 Omnichannel 78

Comm100

AUGUST 31, 2021

In this blog, we’ll be looking at the benchmark data for four of the most important live chat stats, alongside the best practices to hit these benchmarks. Among live chats on the Comm100 platform, the average wait time dropped from 50 seconds in 2019 to a benchmark of 35 seconds in 2020 , for a 30% decrease. Wait Time: 35 Seconds.

2020 52

2020 2021 Omnichannel 2019 52

CX University

MARCH 11, 2024

Best Practices for Measuring Campaign Success In today’s complex marketing landscape, the ability to analyze omnichannel data effectively is essential for businesses seeking to measure the success of their marketing campaigns.

Omnichannel 52

Omnichannel Touchpoint Measurement Metrics 52

NICE inContact

SEPTEMBER 25, 2019

The latest results and analysis can be found in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. Possibly the most important benefit is that a complete, unified cloud customer experience platform means organizations can quickly adopt and integrate digital channels into a seamless omnichannel customer experience.

Contact Center 54

Contact Center Call Center Omnichannel Customer Satisfaction 54

Kustomer

NOVEMBER 4, 2020

billion in 2019 to $9.4 More Businesses Will Switch to an Omnichannel Approach. As we approach 2021, brands need to focus on providing seamless, omnichannel CX to foster brand equity and drive sales. The chatbot market size is projected to grow from $2.6 billion by 2024. Data, Data, and More Data.

2021 52

2021 Customer Experience E-support Omnichannel 52

ViiBE Blog

DECEMBER 14, 2020

billion in 2019 and is projected to reach USD 72.7 Advantages of augmented reality remote assistance Source: McKinsey, 2019. By receiving omnichannel information, the repair process is accelerated. Per Datafrond’s 2019 report , organisations using AR saw an average reduction of 50% in the time needed to train employees.

Insurance 52

Insurance 2024 ROI Omnichannel 52

NICE inContact

JANUARY 7, 2019

Plan for 2019 trends. In 2019, pressures will continue to grow for operations looking to improve and differentiate with enhanced customer experience, while keeping budgets flat. The Forrester Wave Did the Homework appeared first on NICE inContact Blog. Next Time: How can the Forrester Wave directly impact your RFP/RFI quality?

Contact Center 48

Contact Center 2019 Omnichannel 2018 48

Call Experts

NOVEMBER 20, 2019

In 2019, Salesforce forecasts a "sustained and solid U.S. Enhance the quality of omnichannel support with enhanced customer interactions. . More Blogs Menu. Omnichannel management creates opportunity. For reference, this count is almost 10 million higher than what we saw in 2016. What is IVR, and how much does it cost?

Contact Center 60

Contact Center Management Call Center 2018 60

Magellan Solutions

JULY 29, 2021

We talked about the importance of implementing quality assurance in your contact center in a previous blog. Since the system was rolled out in 2019, the percentage of callers who use the AI-enabled system has doubled, and the cost of running it has dropped by two-thirds. Omnichannel Communication — The New Norm.

Call Center 52

Call Center Social Media Omnichannel Contact Center 52

Call Experts

NOVEMBER 20, 2019

In 2019, Salesforce forecasts a "sustained and solid U.S. Enhance the quality of omnichannel support with enhanced customer interactions. . More Blogs Menu. Omnichannel management creates opportunity. For reference, this count is almost 10 million higher than what we saw in 2016. How Call Centers Manage the Holiday Rush.

Call Center 49

Call Center Management Contact Center 2018 49

Hallmark Business Connections

MARCH 16, 2021

30, 2020, online sales ordered by Baby Boomers increased nearly 50% each week compared to the same period in 2019. With that in mind, omnichannel campaigns are a great option when marketing to Boomers. In response, we saw a massive migration to online shopping. Analysis from Numerator showed that, between July 20 and Aug.

Marketing 98

Marketing Social Media Retail Insurance 98

Hallmark Business Connections

MARCH 9, 2021

According to the “2019 Hallmark Greeting Card Attitudinal and Behavior Study,” seven in 10 members of these generational groups say greeting cards are exciting to open. Take an omnichannel approach. If this sounds too old-fashioned when marketing to Millennials or GenXers, think again. Follow your customers’ lead here.

Marketing 97

Marketing Brands 2020 2021 97

Currency Alliance

JUNE 21, 2018

In brief: what we’d fully expected (and set out in our ‘ Top Loyalty Trends ’ blog several months ago) was large scale proliferation and diversification of loyalty marketing, as brands beyond established loyalty sectors discovered how better customer experience could deliver bigger ROI. You can see the full list of winners here.

Magazine 45

Magazine 2018 Loyalty Multi-Channel 45

CX Journey

JANUARY 2, 2019

And, most importantly, what does it mean for 2019? I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!) Let's fix these in 2019! Image courtesy of Pixabay What was on the minds of CX professionals in 2018? They are very different.

2018 37

2018 2005 2019 ROI 37

NICE inContact

JUNE 12, 2019

To find out more about the potential of chat, download the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. The post Let’s Chat about Chat appeared first on NICE inContact Blog. This comparison of consumer vs. business opinions is full of thought-provoking information that you don’t want to miss!

Net Promoter Score 54

Net Promoter Score 2018 2019 Download 54

NICE inContact

AUGUST 16, 2019

To learn more, join our webinar, 4 Keys to Improving Agent Satisfaction , on August 21, 2019 to learn more on how to make your agents more satisfied. The post Contact Center Agents – Soaring up From Heroes to Super Heroes appeared first on NICE inContact Blog.

Contact Center 62

Contact Center 2019 Webinar Interaction 62

NICE inContact

OCTOBER 17, 2019

The business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark analyzes survey results from over 900 contact center professionals in the US, the UK, and Australia. The post How Businesses Can Create Incredible CX appeared first on NICE inContact Blog. Download your copy today.

Contact Center 48

Contact Center Social Media 2019 Touchpoint 48

NICE inContact

AUGUST 16, 2019

To learn more, join our webinar, 4 Keys to Improving Agent Satisfaction , on August 21, 2019 to learn more on how to make your agents more satisfied. The post Contact Center Agents – Soaring up From Heroes to Super Heroes appeared first on NICE inContact Blog.

Contact Center 54

Contact Center 2019 Webinar Interaction 54

Peter Lavers

FEBRUARY 20, 2019

Watch the video report from Dimension Data’s 2019 Global Customer Experience Benchmarking Report Roundtable session. You may also be interested to read the blog that I published on the Customer Attuned site that considers 3 critical conclusions from the report for the B2B sector.

Chief Customer Officer 40

Chief Customer Officer 2019 B2B Download 40

UJET

DECEMBER 17, 2019

According to Gartner ’s 2019 Strategic Roadmap for Customer Service and Support Technologies (May 2019), “an organization’s CSS technology stack is often composed of disparate overlapping systems, leaving both customers and employees with a disjointed experience.”

Customer Service 74

Customer Service Customers Connections 2019 74

NICE inContact

MARCH 28, 2019

Many organizations in 2019 will take a split approach: more aggressive use of AI to automate repetitive agent after-call work; while taking a more targeted approach with simple and high-volume self-service use cases. appeared first on NICE inContact Blog. The post Most AI Chatbots will Fail, and That’s Okay!

Virtual Agent 59

Virtual Agent Contact Center 2019 Consumers 59

Upstream Works

DECEMBER 11, 2018

However, with a firm grasp of some of the advancements that 2018 has brought us, it’s logical to predict that these will continue to make an impact on Customer Experience Management in 2019. The post Customer Experience Management in 2019 appeared first on Upstream Works. AI, Bots & RPA. www.upstreamworks.com.

Customer Experience Management 96

Customer Experience Management 2019 Management Customer Experience 96

NICE inContact

JUNE 20, 2019

In our newly released business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , we asked more than 900 contact center leaders how satisfied their own customers are with channel-specific experiences — across both agent-assisted and self-service methods of communication.

Contact Center 70

Contact Center Social Media 2019 Document 70

Avaya

FEBRUARY 7, 2017

Overall, IDC expects spending on digital transformation to surpass $2 trillion by 2019. As customers increasingly use digital channels to interact with the brands they love, it’s imperative that hotels can support a personalized, omnichannel experience that drives insight and engagement at the individual account level.

Hotels 55

Hotels Guest Experience Hospitality Travel 55