Oracle

MARCH 14, 2018

Analysts from Forrester, IDC, Opus Research, Ovum, and Nucleus Research weigh in on the top challenges to delivering omnichannel customer experience. Here’s the information they shared with our interviewers at Oracle Modern Customer Experience 2017. Overcoming data silos. And then digital is a bolt-on. All rights reserved.

Omnichannel 58

Omnichannel Customer Experience 2017 2018 58

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. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

2017 61

2017 Customer Engagement Engagement Contact Center 61

Talkdesk

DECEMBER 13, 2016

Talkdesk is bringing these heroes together next April for Opentalk 2017 to discuss and reshape trends in customer communication. This year’s show will focus on today’s most pressing customer service topics: the use of bots, omnichannel vs. multichannel support, CSAT improvement and customer loyalty.

2017 40

2017 2016 Omnichannel Events 40

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. While customer engagement keeps its place as a top priority, in 2017, companies will broaden their focus to include employee engagement, particularly for Millennials.

2017 59

2017 Customer Satisfaction Brands Contact Center 59

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. Contact us now!

Call Center 56

Call Center 2017 Omnichannel Government 56

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

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. With Omnichannel Session Handling you can do exactly that! Finnish engineer Matti Makkonen had first conceived of the idea back in 1984.

Contact Center 48

Contact Center Omnichannel 2017 Interaction 48

Magellan Solutions

FEBRUARY 28, 2017

Get to know them – You’ll need to understand millennials in order to enginner your omnichannel and cater to their specific preferences. Highlight different aspects of your omnichannel experience depending on your findings. Talk to an omnichannel call center in the Philippines today to get started.

Call Center 61

Call Center Omnichannel 2004 2025 61

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. We’ll set up a live, fully functional omnichannel contact center for taking calls and chat sessions from your website. Done and fun!

Contact Center 54

Contact Center Demo Omnichannel Multi-Channel 54

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. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? 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. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

2017 40

2017 Customer Engagement Engagement Contact Center 40

Alida

JULY 11, 2017

Forrester’s 2017 Global Customer Experience Trends report found the vast majority of firms in digital and traditional retail, banking and insurance around the world only earned the research firm’s Customer Experience Index (CX Index) score in the “OK” range. Go beyond digital—think omnichannel. Customers are feeling indifferent.

Customer Experience 183

Customer Experience Omnichannel 2015 Retail 183

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!

CEM 40

CEM 2017 2014 Download 40

ShepHyken

FEBRUARY 27, 2017

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. The post 5 Top Customer Service Articles For the Week of February 27, 2017 appeared first on Shep Hyken.

2017 75

2017 Article Customer Service Retail 75

CloudCherry

JULY 25, 2018

The MIT Technology Review: Getting To Iconic report is based on surveys conducted with over 550 business executives at global firms—including retail, IT, logistics, healthcare, IT, and more— in over 30 countries between May and July 2017. They’ve mastered omnichannel support. Optimizing technology.

Technology 170

Technology Brands Customer Experience Omnichannel 170

ShepHyken

SEPTEMBER 4, 2017

(Forbes) I talked with 10 top CMOs from a number of industries to get their insights into the changing role of the CMO, how they build relationships with customers, how they stay on top of changes in today’s omnichannel world, and more. The post 5 Top Customer Service Articles for the Week of September 4, 2017 appeared first on Shep Hyken.

2017 63

2017 Article Customer Service Net Promoter Score 63

Forrester

APRIL 3, 2017

They are looking for omnichannel experiences: digital for simple transactions, with the option of face-to-face when they need more assistance. While the rise of the digital economy has created challenges for our traditional letters business, it has opened up exciting new opportunities for Australia Post in parcels.

Chief Customer Officer 65

Chief Customer Officer 2017 Events Omnichannel 65

ShepHyken

NOVEMBER 4, 2022

From self-service portals to omnichannel support options and knowledge management systems, BPOs have greatly enhanced customer service. . In India alone, the IT BPO industry generated around $154 million in revenue in 2017-2018, according to Brandongaille. . Omnichannel Customer Support Options .

Customer Experience 64

Customer Experience Multi-Channel Call Center Omnichannel 64

NICE inContact

DECEMBER 3, 2018

Omnichannel is hot. Omnichannel Service and Satisfaction. Consumers want true omnichannel customer service, and service that’s seamless, convenient and quick. Our research was conducted in the US, Australia and the UK, with regional insights showing: In the US, self-service use almost doubled from 17% in 2017 to 31% in 2018.

Contact Center 48

Contact Center Omnichannel 2018 2017 48

Alida

OCTOBER 20, 2017

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. The remedy for health care organizations: View patients as though they are customers. Customers need better access.

Wireless 170

Wireless Return on Investment Airlines Hospitality 170

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. A few things including these 3: An omnichannel approach. No Googling, either. If you guessed online, you are wrong. Being socially responsible.

Fashion 130

Fashion Retail Multi-Channel 2017 130

ShepHyken

MAY 5, 2017

Forrester predicts that in 2017 “a new wave of technologies that remake industries and customer experience will begin to emerge.” That perfectly describes an omnichannel customer experience platform. Omnichannel enables businesses to manage all types of customer experiences through one place, too.

Blog 80

Blog Omnichannel Social Media Retail 80

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. And for even more key learnings, leverage our webinar replay.

Contact Center 67

Contact Center Consumers Net Promoter Score 2018 67

Comm100

MARCH 4, 2021

In 2017 this was as low as 80.6%, so it’s a fantastic achievement, especially given the difficult circumstances caused by the pandemic. It’s time for omnichannel. While there are many reasons for this, one that is at the heart of it is their ever-increasing embrace of omnichannel customer engagement. Customer satisfaction shone.

2021 52

2021 Omnichannel 2020 Download 52

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. And for even more key learnings, leverage our webinar replay.

Contact Center 54

Contact Center Consumers Net Promoter Score 2018 54

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%).

Customer Experience 92

Customer Experience 2017 Omnichannel Customer Experience Professionals 92

ProProfs Chat

NOVEMBER 17, 2017

As 2017 is coming to an end, here’re 3 customer support trends that promise a better customer support in 2018. Omnichannel- I think that 2018 will be the year that Omnichannel becomes a reality for many customer support centers. Take a look. . Mike Wittenstein. Faster Responses. Colin Taylor. Ian Golding.

2018 111

2018 Omnichannel 2017 Technology 111

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

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

Comm100

MARCH 23, 2022

In 2017, credit union employees contributed 302,035 volunteer hours to their communities. Adopt social media as a wider omnichannel strategy. However, by using a digital omnichannel platform like Comm100, credit unions can connect their social media platforms to every other digital channel within one agent console.

Social Media 92

Social Media Banking Omnichannel 2020 92

NICE inContact

DECEMBER 19, 2017

I have put together a list of the “must reads” for 2017 leading into the new year that could help with your 2018 planning. New Omnichannel Customer Experience Research – How Well Are You Doing? Drive Revenue with Great Customer Experience, 2017 – Forrester Research. Digital Customer Experience Trends, 2017 – Forrester Research.

2018 48

2018 Blog 2017 Contact Center 48

West Monroe

MARCH 17, 2024

years from 2017. The Census also stated that just over 1 million farmers have 10 or fewer years of experience, an 11% increase compared to the 2017 census. According to a recently published USDA Census , the average age of all producers was 58.1,

2024 52

2024 Banking Financial Insurance 52

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 Some hints: big data, omnichannel, personalisation, AI and organizational culture. That’s what we asked each of them: How do you see the future of customer experience?? How to overcome those challenges?

2018 141

2018 Customer Experience Competitive Advantage 2017 141

transcosmos Information Systems

JANUARY 29, 2017

Here’s how experts weigh in on customer support trends for 2017 and the not-so-distant future: . Omnichannels are good for as long as customers can manage them. The idea of omnichannels – mobile devices, email, chat, email, social media, website – being at easy reach of customers has its benefits and drawbacks.

Social Media 85

Social Media Omnichannel 2017 Innovation 85

Avaya

MAY 31, 2017

We have signed more than 1,100 customer contracts since the chapter 11 filing through March 31, 2017. With our continued Avaya Oceana and Avaya Breeze customer win announcements we are also demonstrating solid sales momentum of our omnichannel offering. IDC recently observed that 2017 will be a landmark year for digital transformation.

Contact Center 81

Contact Center 2017 Omnichannel Communication 81

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

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