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. If you were to guess whether Millennials prefer to buy online (on their phones) or in brick-and-mortar stores, what would you guess? No Googling, either. Being socially responsible.

Fashion 130

Fashion Retail Multi-Channel 2017 130

ShepHyken

NOVEMBER 4, 2022

In India alone, the IT BPO industry generated around $154 million in revenue in 2017-2018, according to Brandongaille. . Self-service channels like FAQs, guides, and a knowledge base for self-service allow the customer the autonomy to help themselves. Often, the channel used by the customers also depends on their problem.

Customer Experience 64

Customer Experience Multi-Channel Call Center Omnichannel 64

Grade.us

JULY 18, 2017

If you’re ready to take that next step, there’s still time before the end of 2017. Digimarcon Asia Pacific 2017 Dates: September 20th-21st. Link: Digimarcon Asia Pacific 2017. November: Internet Summit 2017 Dates: November 15th-16th. Link: Internet Summit 2017. This is the big leagues now.

2017 38

2017 Events Presentation Advertising 38

Peter Lavers

DECEMBER 21, 2017

As 2017 draws to its close I’ve been taking a look at my blog, twitter and Linkedin activity over the year, and I’d like to share with you my three top choices in four different categories: Most blog engagement. This blog “ Talking Omnichannel But Organised Multi-Channel? Best independent blog content.

Multi-Channel 55

Multi-Channel B2C B2B Customer Centricity 55

CSM Magazine

FEBRUARY 28, 2020

These multi-lingual solutions empower organisations to improve their customer experience, increase revenue and deliver better support with seamless, omnichannel self-service. “We

Virtual Agent 59

Virtual Agent Multi-Channel Banking 2019 59

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. It remains popular and challenging to attendees because as an industry we have spend very little strategic time figuring out what happens when we move past the default voice channel.

Omnichannel 55

Omnichannel Engagement 2017 Multi-Channel 55

Avaya

SEPTEMBER 23, 2016

Multi-Channel Contact Centres Required. To facilitate this interaction, the UK emergency services need to upgrade their infrastructures and update their existing voice-only contact centres to accommodate this new channel and comply with the first global mandate for the connected car. Training Required.

Multi-Channel 77

Multi-Channel Events 2017 Government 77

CSM Magazine

SEPTEMBER 24, 2019

Insurers still seem to be struggling to match customer expectations, although overall performance had risen by 10% from 2017. Only 20% successfully answered a basic question sent via email, despite 49% of consumers identifying it as their primary or secondary channel for finding information. As well as email, chat also fared badly.

Insurance 45

Insurance Customer Service Multi-Channel Fashion 45

CSM Magazine

FEBRUARY 28, 2020

These multi-lingual solutions empower organisations to improve their customer experience, increase revenue and deliver better support with seamless, omnichannel self-service. “We

Virtual Agent 52

Virtual Agent Multi-Channel Banking 2019 52

COPC

OCTOBER 10, 2017

Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice: Opinions, Perceptions and Expectations , was recently released during the Execs In The Know Customer Response Summit, Chicago, on September 19-21. From now until November 17, 2017, COPC Inc.

Consumers 40

Consumers 2017 2014 Multi-Channel 40

DemandJump

DECEMBER 7, 2020

From 2017 to 2019, marketing spending in the U.S. All this is to say, it’s more important than ever for small and mid-sized businesses in every industry to find simple ways to determine which media channels are actually providing a return on their marketing investment. rose by over $6 million. Digital Media Attribution Models.

Multi-Channel 59

Multi-Channel Social Media Advertising 2017 59

CloudCherry

JULY 18, 2018

And they’re right — a recent study by Forrester showed that organizations with a cross-team CX approach were nearly twice as likely to have exceeded their top 2017 business goals. Did you interact with the brand through their website, through their social media, through email, or through multiple channels? times faster and had 1.6

Customer Experience Management 170

Customer Experience Management Net Promoter Score Customer Experience Management 170

transcosmos Information Systems

JANUARY 5, 2017

Statistics on e-commerce business for 2017 and beyond remain strong. You can use the checklist to plan your customer service strategies for 2017. A great e-commerce customer service should employ a multi-faceted approach, helping you deliver professional and high-quality services before, during, and after a purchase is made.

E Commerce 87

E Commerce E-support Social Media 2017 87

Eptica

JANUARY 24, 2018

In a complex, multi-channel world, the number of potential issues in the customer journey have multiplied, meaning that brands have to prioritize where they spend budgets in order to deliver the greatest positive impact. What were the key CX trends in 2017? Delivering an AI-powered customer experience at Birmingham City Council.

Multi-Channel 49

Multi-Channel 2018 2017 Airlines 49

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. McDonald’s, for example, recently announced its plans to acquire voice-recognition startup Apprente.

Retail 74

Retail Innovation 2019 Multi-Channel 74

Oracle

DECEMBER 3, 2019

. “Twenty-five percent of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020, up from less than two percent in 2017,” according to Gartner. Change #3: Multi-channel support is now the rule.

2020 51

2020 Social Media Multi-Channel Retail 51

CSM Magazine

FEBRUARY 2, 2018

Each member of the 1,000 strong Ascensos team, across its sites in Motherwell and Clydebank, played a part in raising money for the charity throughout 2017. Ascensos, the Scottish-based contact centre management specialist, has presented Glasgow Children’s Hospital Charity (GCHC) with a cheque for £17,500 after a fantastic fundraising effort.

Hospitality 40

Hospitality Multi-Channel 2017 2018 40

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. Each demo shows multi-touch channels in action. Sometimes you travel to Orlando to really fun destinations. Done and fun!

Contact Center 54

Contact Center Demo Omnichannel Multi-Channel 54

Solvvy

SEPTEMBER 20, 2022

A customer service bot allows businesses to maintain their commitment to providing great customer service by helping deliver answers 24/7 across every channel. Multi-Language Support. After it was named App of the Year in 2017, Calm’s users increased, and so did its support tickets. What is the Purpose of a CS Chatbot?

Metrics 62

Metrics Customer Service E-support Net Promoter Score 62

COPC

MAY 22, 2018

The report covers a broad range of topics, from multi-channel service experiences to channel preferences and perceptions about service quality. Topics for this special cross-border comparison section include experiences and opinions related to digital channels, customer privacy/security, and other topics.

Financial 40

Financial Insights Multi-Channel 2017 40

ReviewTrackers

MARCH 26, 2018

Concourse Sports , a multi-channel retailer, increased the amount of reviews for their stores by 2,800 percent on Google and Facebook. Brandon Judd, copywriter and social media specialist for Concourse Sports, says his team created four different email campaigns from a list of customer emails.

Brands 82

Brands Marketing Sports Social Media 82

TechSee

APRIL 3, 2018

For example, if a company began 2017 with 50,000 customers and lost 2500 over the course of the year, the churn rate would be 5%. Churn refers to the percentage of customer attrition over a specific period of time. The churn rate is calculated by dividing the number of customers lost by the total number of customers.

Customer Retention 141

Customer Retention Technology Multi-Channel Customer Satisfaction 141

Michelli Experience

MAY 1, 2018

Social Media Influencer Marketing is becoming one of the most effective ways to attract customers and opens up a new channel for brands to connect with consumers directly, amplify their message and increase buzz and brand awareness. At the end of 2017, Forbes reported that the #1 animal influencer was Grumpy Cat. But are they worth it?

Social Media 74

Social Media Customer Experience Advertising Multi-Channel 74

COPC

NOVEMBER 3, 2016

The Consumer Edition of the CXMB Series covers new content in addition to addressing topics from last year’s report, including the consumer’s preference for live interactions over automated ones and the consumer’s perception of the multi-channel journey. Read more in the Executive Summary or purchase the complete report.

2016 40

2016 Customer Care Consumers Multi-Channel 40

Bold360

JULY 13, 2017

Multichannel: • Literally means ‘many channels’. Makes an effort to put out specific content which caters to the strength of its channel. Gives a Collective Content Experience, between all of these channels. . Gives a Collective Content Experience, between all of these channels.

Multi-Channel 56

Multi-Channel Omnichannel Advertising Social Media 56

CXApp

DECEMBER 5, 2017

According to Forbes.com, 11 million Amazon Echo’s were sold last year and the company can expect sales to double by the end of 2017. An article by VoiceLabs mentioned that the success of the Google Home, Google’s response to the trend, released last November, has “ legitimized multi-platform ecosystem of voice-first devices.”

Customer Experience 40

Customer Experience Multi-Channel Wireless Entertainment 40

Bold360

MAY 10, 2017

With this in mind, it’s more integral than ever that businesses work to build a positive customer journey on all the channels available to them. More than ever in 2017, that includes social media and mobile. The vast majority of US customers are not ‘desktop only’ or ‘mobile only’ but heavily multi-platform.

Customer Experience 49

Customer Experience Multi-Channel Social Media Customers 49

NICE inContact

JUNE 28, 2017

So what trends will have an impact in 2017? In this new report, “Digital Customer Experience Trends, 2017” , Forrester examines how technology is recasting the way customers interact with companies. Digital Customer Experience Trends, 2017, Forrester, February 7, 2017. Get your copy of the complimentary report here.

Customer Experience 48

Customer Experience 2017 Innovation Technology 48

Customer Alignment

APRIL 20, 2017

Aligning the needs and dreams of your customer with the culture and capability of your employees is key because trust develops in a multi-channel context – via whichever touch point the employee or customer interacts with.

Multi-Channel 40

Multi-Channel 2016 Customer Centricity 2017 40

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. Finnish engineer Matti Makkonen had first conceived of the idea back in 1984. From a handling perspective, SMS is actually somewhat similar to chat.

Contact Center 67

Contact Center Omnichannel 2017 Interaction 67

WorkOutLoud

JANUARY 23, 2018

The importance of multi-channel service options is increasing. The importance of multi-channel service options is increasing. Sources: E-Book: The CMX Guide to Community Platforms, 2nd Edition by Carrie Melissa Jones & Harmony Leanna Eichsteadt, Revised April 2017; [link]. According to Kulbyt?,

Customer Experience 40

Customer Experience Social Media Multi-Channel Net Promoter Score 40

CXApp

SEPTEMBER 4, 2018

It’s Multi-Task Friendly The nature of audio content entails that it can be enjoyed while other things are going on. This probably helps explain why podcast listeners tune-in to an average of 7 shows per week , up from 5 total in 2017. One suggestion is to use existing quality content and then make it available via listening channels.

2018 45

2018 Multi-Channel Entertainment 2017 45

Avaya

MAY 31, 2017

We have signed more than 1,100 customer contracts since the chapter 11 filing through March 31, 2017. IDC recently observed that 2017 will be a landmark year for digital transformation. Avaya remains the global market leader in contact center with 34% share, which is 14.5 points ahead of the No. 2 contact center company.

Contact Center 81

Contact Center 2017 Omnichannel Communication 81

NICE inContact

OCTOBER 21, 2019

The company moved to NICE inContact CXone , fully embracing a cloud contact center strategy in 2017, and that was a real turning point.

2011 48

2011 Contact Center Omnichannel 2017 48

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. Finnish engineer Matti Makkonen had first conceived of the idea back in 1984. From a handling perspective, SMS is actually somewhat similar to chat.

Contact Center 48

Contact Center Omnichannel 2017 Interaction 48

Currency Alliance

JUNE 11, 2017

A few examples – just so readers don´t think I am inventing this – include Amazon Prime (household penetration), Nordstrom (multi-tender), Hilton Honors (redeeming with Amazon), La Quinta Hotels (Redeem Away), Tesco (increased redemption partners), and the list goes on.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Travel 52

C Space

JUNE 10, 2019

In 2017, Hurricane Harvey kicked off an historically destructive storm season, devastating parts of Texas and ultimately matching Hurricane Katrina as the costliest hurricane to hit the United States. Secret Sauce. BAT companies prove the case for customer-centrism. BAT companies prove the case for customer-centrism. Or are they.

E-support 53

E-support Customer Centricity Multi-Channel Innovation 53