eGain Blogs

OCTOBER 4, 2017

The Forrester CX Index for the US just came out, and the news is not good—customer experience seems to be regressing in the homeland. Here are a couple of key findings from Forrester about 2017 versus 2016: Losses were broader and deeper than gains. If you are free on Dec 5, 2017, join us in Chicago at our Digital+AI Day.

2017 66

2017 2016 Omnichannel 2018 66

eGain Blogs

OCTOBER 4, 2017

The Forrester CX Index for the US just came out, and the news is not good—customer experience seems to be regressing in the homeland. Here are a couple of key findings from Forrester about 2017 versus 2016: Losses were broader and deeper than gains. If you are free on Dec 5, 2017, join us in Chicago at our Digital+AI Day.

2017 61

2017 2016 Omnichannel 2018 61

Eptica

NOVEMBER 16, 2017

Date: Thursday, November 16, 2017 We Are In Denial About Omnichannel Engagement Being A Done Deal. Published on: November 16, 2017. Author: Guest author: Martin Hill-Wilson One of the masterclasses I run is on omnichannel engagement. 56% of customers did not receive accurate answers.

Omnichannel 55

Omnichannel Engagement 2017 Multi-Channel 55

NICE inContact

SEPTEMBER 7, 2017

Fast forward to 2017: an astounding 15 million plus text messages are sent every minute of the day across the globe, but only a fraction of all those texts are customer service related. Customer expectations are fairy straight forward, as they use SMS / text on a daily basis. A true case of 1+1=3.

Contact Center 67

Contact Center Omnichannel 2017 Interaction 67

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Start here.

2017 61

2017 Customer Engagement Engagement Contact Center 61

Oracle

MARCH 6, 2020

What’s more, Gartner also found that the top three emerging technologies expected to have the biggest impact on CX projects in the next three years include artificial intelligence (53%), virtual customer assistants and chatbots (39%), and omnichannel engagement solutions (37%). Interpreting digital body language.

Customer Experience 92

Customer Experience 2017 Omnichannel Customer Experience Professionals 92

Talkdesk

DECEMBER 13, 2016

Talkdesk is bringing these heroes together next April for Opentalk 2017 to discuss and reshape trends in customer communication. Opentalk is the premiere event for customer service experts, pulling out all the stops to treat you with the same level of outstanding care that you deliver to your customers.

2017 40

2017 2016 Omnichannel Events 40

Calabrio

JANUARY 19, 2017

At Calabrio, we know that to achieve those goals, successful companies are constantly analyzing what is and is not resonating with customers and driving those insights back into the business. More and more companies are realizing that the key to happy customers is happy employees. 2017 is all about #customersatisfaction.

2017 59

2017 Customer Satisfaction Brands Contact Center 59

NICE inContact

SEPTEMBER 7, 2017

Fast forward to 2017: an astounding 15 million plus text messages are sent every minute of the day across the globe, but only a fraction of all those texts are customer service related. Customer expectations are fairly straight forward, as they use SMS / text on a daily basis. A true case of 1+1=3.

Contact Center 48

Contact Center Omnichannel 2017 Interaction 48

CSM Magazine

FEBRUARY 15, 2019

Are you thinking about starting an omnichannel marketing campaign, but you’re not quite sure how to do it? In this article I’ll take a closer look, so you can effectively start an omnichannel marketing campaign and see why this useful method brings so much success to businesses around the world. Improvement of ROI. ?

Omnichannel 40

Omnichannel Marketing 2017 ROI 40

Magellan Solutions

JULY 27, 2017

These are the trends of the call center industry this year of 2017: The growth of the cloud call centers. Need for omnichannel communication. Call center technologies are stepping up to meet this demand for an omnichannel communication that improves customer experience by reducing repetition and effort.

Call Center 56

Call Center 2017 Omnichannel Government 56

Avaya

APRIL 27, 2017

But this May 22-25, when you arrive in Orlando for the 2017 ICMI Contact Center Expo and Conference , we think you’ll be heading for what we like to call the second happiest place on earth. At our demos, we believe customer service professionals will be as excited as kids visiting Goofy. We show the entire customer experience.

Contact Center 54

Contact Center Demo Omnichannel Multi-Channel 54

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Customers want you to know them.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Start here.

2017 40

2017 Customer Engagement Engagement Contact Center 40

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Start here.

2017 40

2017 Customer Engagement Engagement Contact Center 40

ShepHyken

FEBRUARY 27, 2017

The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. RIS) In today’s omnichannel climate where differentiation is increasingly difficult and customer expectations are heightened, customer service is critical for delivering differentiated shopping experiences. Customers want it and are expecting it.

2017 75

2017 Article Customer Service Retail 75

Eptica

NOVEMBER 22, 2017

Date: Wednesday, November 22, 2017 The 5 rules of Retail Christmas Customer Experience. Published on: November 22, 2017. It is likely that consumers will be more careful in their spending, with rising prices and inflation leading to overall retail sales falling year on year between September 2016 and 2017.

Retail 73

Retail Customer Experience 2017 2016 73

CSM Magazine

SEPTEMBER 27, 2016

CX network in partnership with Telecoms IQ are extremely excited to announce that the agenda for CEM in Telecoms Global Summit 2017 is now available to download! 50+ World leading customer experience practitioners are confirmed to share their experience.

CEM 40

CEM 2017 2014 Download 40

ShepHyken

SEPTEMBER 4, 2017

Then read this article featuring five of the top “irritations” that customers in any business might experience. When The CMO Owns Customer Experience: 10 Top CMOs Share Their POV by Blake Morgan. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

2017 63

2017 Article Customer Service Net Promoter Score 63

Interactions

MARCH 20, 2019

So in order to craft the perfect customer experience, we need to know what customers want out of their customer care interaction. Simply put, customers want a quick, effective solution. The first way you can value your customer’s time is by not making them wait in a queue in order to speak to a representative.

Customer Service 67

Customer Service Customer Experience Customer Care 2017 67

NICE inContact

SEPTEMBER 13, 2017

For hospitality leaders like Carlson Rezidor, this last push of the season brings high volumes of reservations across its properties along with high expectations for exceptional customer experiences. hotel occupancy during summer months, especially since 25% of Americans planned Labor Day travel in 2017.

Contact Center 49

Contact Center Customer Experience Hospitality Hotels 49

NICE inContact

SEPTEMBER 13, 2017

For hospitality leaders like Carlson Rezidor, this last push of the season brings high volumes of reservations across its properties along with high expectations for exceptional customer experiences. hotel occupancy during summer months, especially since 25% of Americans planned Labor Day travel in 2017.

Contact Center 48

Contact Center Customer Experience Hospitality Hotels 48

Alida

OCTOBER 20, 2017

The remedy for health care organizations: View patients as though they are customers. It’s an essential shift for successful digital transformation, but it’s happening rather slowly according to the Kaufman, Hall & Associates report 2017 State of Consumerism in Health Care: Slow Progress in Fast Times. Customers need better access.

Wireless 170

Wireless Return on Investment Airlines Hospitality 170

Oracle

JANUARY 14, 2018

Javits Convention Center, NRF is one of the largest and most anticipated retail events each year, and showcases the latest in retail customer experience trends and technology innovations. NRF 2018 Day 1: Retail Customer Experience Takeaways. increase in disposable income among Americans in 2017.

2018 49

2018 Retail Customer Experience 2017 49

Storyminers

JULY 31, 2017

I n terview w i th M i k e W i ttenstein, F o un d e r of Storyminers as seen on the Digital Customer Experience website . Is there a difference between customer experience and digital customer experience anymore? That may mean adapting the way the business works to what customers expect.

Customer Experience 61

Customer Experience E-support Customer Centricity Culture 61

Forrester

APRIL 3, 2017

At our CX Forum in Sydney on May 9, Forrester thought leaders and a world-class roster of industry innovators will come together to explore the current and emerging best practices for the design and delivery of exceptional customer experiences in digital channels. More than 50% of our customer interactions are now digital.

Chief Customer Officer 65

Chief Customer Officer 2017 Events Omnichannel 65

NICE inContact

DECEMBER 3, 2018

Omnichannel is hot. Both are hot topics when it comes to contact centers and customer experience. They introduce new channels and vehicles to interact with customers. In our new 2018 Customer Experience (CX) Transformation Benchmark the insights were clear on the importance of both.

Contact Center 48

Contact Center Omnichannel 2018 2017 48

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up?

Contact Center 67

Contact Center Consumers Net Promoter Score 2018 67

Beyond Philosophy

OCTOBER 12, 2017

Per the Trendsource 2017 Retail Industry Report , it seems that millennial shoppers prefer physical stores for fashion, home improvement, and electronics. That means that your Customer Experience can benefit a lot from finding ways to appeal to the emotions of the largest of the generational groups: So, what do Millennials value?

Fashion 130

Fashion Retail Multi-Channel 2017 130

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. That perfectly describes an omnichannel customer experience platform.

Blog 80

Blog Omnichannel Social Media Retail 80

Second to None

APRIL 18, 2019

A survey conducted by Influencer Marketing Hub revealed that 86 percent of marketing firms plan to dedicate a part of their budget towards the initiative this year; a percentage that has jumped by nearly 50 percent since 2017. [1] Reducing Customer Effort and Collecting Data. That is not to say the strategy is any less effective.

Marketing 76

Marketing Customer Experience Social Media Fashion 76

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Eptica

MAY 25, 2017

Date: Thursday, May 25, 2017 How autonomous customers are driving Asian customer experience. Published on: May 25, 2017. Author: Vincent Giraud The relationship between customers and brands has fundamentally changed. They don’t want to have to repeat themselves or start the process again.

Social Media 49

Social Media Customer Experience 2017 Customer Journey 49

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up?

Contact Center 54

Contact Center Consumers Net Promoter Score 2018 54

Comm100

MARCH 4, 2021

From customer panic to remote working relocation, 2020 shook up live chat teams across the world. How did agent and customer experience change, and what does this mean for 2021? Agent experience became a focus. Customer satisfaction shone. Overall, live chat customer satisfaction (CSAT) rate increased by 1.3

2021 52

2021 Omnichannel 2020 Download 52

NICE inContact

OCTOBER 21, 2019

Vera Bradley’s customers reflect the colorful vibrance of this popular accessories brand. It’s all part of a robust customer experience , a central focus for a company that’s grown over the years by not only listening to but delighting its customers.

2011 48

2011 Contact Center Omnichannel 2017 48

Talkdesk

JANUARY 31, 2018

Part of this exercise includes reviewing the results of Deloitte’s 2017 Global Contact Center Survey to see how these executives responded to questions about their priorities for the next couple of years. Omnichannel. Switching from one channel to another might cause a customer to have to start their process all over again.

Contact Center 56

Contact Center Customer Experience Omnichannel Call Recording 56