NICE inContact

DECEMBER 3, 2018

Omnichannel is hot. 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. Omnichannel Service and Satisfaction. 68% of all interactions were agent-assisted.

Contact Center 48

Contact Center Omnichannel 2018 2017 48

Customer Bliss

DECEMBER 28, 2017

The year is almost over, and I’m sure many of you are setting goals for 2018 if you haven’t done so already. It’s one of the most direct ways for a company to see first-hand what their customers go through to interact with them. Look out for my 2018 predictions soon! Click To Tweet. Click To Tweet.

2017 141

2017 Blog Customer Experience Chief Customer Officer 141

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? Are there efficient processes in place for analyzing customer data or communicating customer insights? Every each of them answered the following questions: How do you see the future of customer experience?

2018 129

2018 Customer Experience Customer Centricity Culture 129

Oracle

JANUARY 14, 2018

This week, the SmarterCX.com team was at NRF 2018 , the National Retail Federation’s Big Show. We walked the floor, attended sessions, and spoke with experts to bring you the latest in retail for 2018 and beyond. We walked the floor, attended sessions, and spoke with experts to bring you the latest in retail for 2018 and beyond.

2018 49

2018 Retail Customer Experience 2017 49

Lithium

JULY 13, 2022

Without the ability to form deeper customer relationships from interactions across the digital space, your brand could fall short of its future customer experience goals. In 2018 during the Lithium and Spredfast merger, the idea of centralization was first envisioned to change the way brands and customers interact.

Events 52

Events 2022 Social Media Contact Center 52

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018. 2 for Companies.

Contact Center 42

Contact Center 2018 Customer Centricity Social Media 42

Qualtrics

FEBRUARY 3, 2020

Facebook Messenger is one of the most popular ways to talk to brands with 67% of consumers saying they intend to use it to interact with companies they buy from. Now, you can turn those conversations into breakthrough insights with the new, improved integration with the Experience Management Platform. Book a Demo.

Customer Insights 31

Customer Insights Insights Omnichannel Customer Care 31

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. For example, preference for online chat is climbing.

Contact Center 67

Contact Center Consumers Net Promoter Score 2018 67

Comm100

SEPTEMBER 13, 2021

Whether you’re just beginning your digital transformation journey or well on your way, we hope this series will provide new insights into the ever-changing world of digital customer service strategy. Consolidation of channels and data through connected omnichannel software. What is Digital Transformation? – Staying Connected .

Customer Service 89

Customer Service Omnichannel Social Media 2020 89

Second to None

APRIL 12, 2019

Yadav highlights data from a 2018 Accenture study that found that more people are making purchases based upon a brand’s relevancy. [1] Create an Omnichannel Experience. To achieve a well-rounded presence that can speak to all customers, you must strive towards an omnichannel experience.

Omnichannel 69

Omnichannel Multi-Channel B2C Customer Centricity 69

Guavus

FEBRUARY 11, 2019

A study conducted by Ovum Research last year, for example, found that 67 percent of brands consider telecom operators a better original source of data insights than Google, Apple, and Samsung. How to capture and capitalize on new network and subscriber data insights. However, most CSPs have yet to turn that data into profit.

Insights 51

Insights Marketing Customer Experience 2018 51

Eptica

NOVEMBER 21, 2018

Date: Wednesday, November 21, 2018 Author: Anne-Claire Bellec - Marketing Director Why listening to your customers is vital to success this Christmas. Published on: November 21, 2018. Creating customer insight Delivering what consumers want relies on building a detailed picture of customer needs.

Net Promoter Score 62

Net Promoter Score E Commerce Retail 2018 62

NICE inContact

DECEMBER 17, 2018

At the heart of outstanding CX is a true multichannel or omnichannel approach to contact center service. Gartner’s latest Magic Quadrant for CCaaS [i] highlights the importance of omnichannel customer service capabilities to consistently deliver the highest quality CX with every interaction. Playing the CX long game.

Contact Center 48

Contact Center Omnichannel Download Roadmap 48

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. For example, preference for online chat is climbing.

Contact Center 54

Contact Center Consumers Net Promoter Score 2018 54

NICE inContact

MAY 8, 2019

Are you delivering seamless omnichannel customer experiences and creating promotors rather than detractors? We surveyed more than 900 contact center leaders across the US, UK, and Australia to discover insights about quality of service delivered, according to businesses themselves, across both self-service and agent-assisted channels.

Download 54

Download Contact Center 2019 Omnichannel 54

Comm100

MARCH 2, 2022

Why member engagement is so important Why digital support helps credit unions improve engagement How to improve credit union member engagement Live chat for credit unions Video chat in credit unions Chatbots for credit unions Omnichannel member engagement for credit unions. Mark Galauner, Senior Insights Consultant, CFI Group.

Engagement 52

Engagement Omnichannel Banking E-support 52

NICE inContact

APRIL 24, 2019

To date, Customer Experience wins have been felt in the early parts of the customer journey – particularly around tailored marketing campaigns, personalized web and brand experience, and more recently orchestrated omnichannel communication. However, a 2018 Forrester report points out that CX is stagnating. Last Mile CX. The CX Gap.

Contact Center 71

Contact Center Omnichannel Document Insurance 71

Call Experts

OCTOBER 10, 2019

Every customer interaction is unique, and the most efficient way to create a general understanding is with a customer journey map. This visual aid for your company, helps you gain insight into customer behavior patterns, and how to structure touchpoints, company vision, and focused services. Where do you interact most with our company?

Customer Journey Mapping 64

Customer Journey Mapping Customer Journey Call Center Contact Center 64

NICE inContact

MAY 23, 2019

We live in an omnichannel customer service world now. Emerging technologies and changing consumer demands fundamentally have shifted the way businesses interact with their customers. 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

CX University

MAY 18, 2020

Insights from the 2018 Customer Experience Conference at The Conference Board . In the 2018 customer experience conference at the Conference Board, observations from 112 senior practitioners were recorded. In an internet-based world, companies need to offer an omnichannel experience. Therefore they look for evidence.

Social Media 52

Social Media Insurance 2018 Hospitality 52

West Monroe

JULY 30, 2023

Targeted data insights will enable banks to proactively identify potential weaknesses, withstand uncertain market conditions, and capitalize on opportunities for expansion. Mobile and online-first banking is popular across generations—but the need for efficient, in-person interactions remains.

Banking 52

Banking 2023 Multi-Channel Financial 52

Second to None

OCTOBER 16, 2018

The holiday season is approaching and it can help determine whether 2018 was a year of growth or stagnation for your retail brand. The first step to encouraging customer engagement this holiday season is to understand where customers are finding and interacting with your brand.

Customer Engagement 67

Customer Engagement Engagement Retail Voice of Customer 67

ShepHyken

MARCH 29, 2019

Human managers cannot work better than a machine,” says Bogdan Nesterenko, Head of Cross-border Projects at Northern European omnichannel electronics retailer RD Electronics. Technology augments their expertise by handling routine tasks, analyzing enormous amounts of data, and providing market and customer insights.

Retail 104

Retail Blog E Commerce Customer Experience 104

Second to None

APRIL 2, 2018

on April 2, 2018: “ Customer acquisition is an ongoing challenge. Be Everywhere With Omnichannel. If you’ve been documenting your customer interactions, you should have a picture of who they are, what types of products they buy, and what their pain points are. What to do?

Omnichannel 54

Omnichannel Brands Voice of Customer Customers 54

Hallmark Business Connections

AUGUST 11, 2021

According to the ANA/DMA Response Rate Report 2018 , “Direct mail still pulls a higher response rate than any digital direct marketing medium. Create a seamless omnichannel experience. It’s a tactile, creative way for customers to interact with the brand. 5 ways to harness direct mail’s potential. Direct mail produces results.

Marketing 74

Marketing Magazine White Paper Social Media 74

Oracle

OCTOBER 2, 2019

A post shared by ASOS (@asos) on May 17, 2018 at 11:57pm PDT. Today’s artificial intelligence (AI)-powered chatbots no longer simply answer frequently asked questions with canned responses, but are designed to interact with customers like humans do. Sephora is a notable example of a brand using chatbots effectively.

Technology 87

Technology Social Media Fashion Retail 87

Magellan Solutions

MAY 14, 2021

They are simply a “ reactive ” business solution with simple functions: communicate with customers upon interaction. Data collection and analysis plays a huge role for next generation call centers as it unlocks actionable insights about the customers. Omnichannel Services – “Omni” means all or in all ways or places.

Call Center 52

Call Center Contact Center Omnichannel Technology 52

Comm100

JANUARY 7, 2020

of this year’s chats – that’s over 42 million – were sent from a mobile browser or app, more than nearly 23 points higher than 2018 and 30 points higher than 2017. Omnichannel is required. Key Takeaways for 2019: Mobile shows no sign of slowing down: Our data showed that chats on mobile devices continue to experience torrid growth.

2020 53

2020 2019 Download Social Media 53

Oracle

OCTOBER 17, 2019

In an omnichannel environment , customers may be calling a call center, seeking text or chat-based support on your website, or physically going into a business location. Minkara notes that it’s important to gather data on customer channel preferences and feed those insights into a plan to optimize service channels.

Customer Journey 44

Customer Journey Effort Score Webinar Social Media 44

CSM Magazine

JANUARY 23, 2019

In 2018 it was predicted that voice would soon be dead and chatbots would be controlling the customer experience. Omnichannel was so ‘last year’ – it is now about the CX. Many organizations only have basic insight from contact center MI, but this will change as voice and text analytics become more widely adopted.

Contact Center 55

Contact Center 2019 Omnichannel 2018 55

Team HGS

MAY 2, 2018

At the current rate, digital is expected to overtake voice in 2018. Together they shared insights gleaned at a recent CX roundtable, including: tips for getting started on the digital transformation journey, best practices for measuring digital success, and lessons learned from bots and artificial intelligence (AI) integration.

Customer Experience 40

Customer Experience Omnichannel Webinar 2018 40

Answer Dash

JANUARY 1, 2019

Statements like, “Chatbots will automate X% of your customer interactions” and “Your competition is working on a chatbot as we speak” have been uttered in my presence. While this begins to dip a toe into the chatbot waters, small to medium organizations likely don’t have the volume needed to fully automate customer interactions.

Contact Center 67

Contact Center 2019 Demo Article 67

Comm100

MARCH 16, 2022

With checks and balances built into government systems, as well as necessary regulations, citizens are often forced to interact with many departments and people to accomplish what seems a simple and straightforward task. How to gain insight into citizen needs, behaviors and opinions. – Chapter 4.3: – Chapter 4.4:

Government 80

Government Customer Service Customer Satisfaction Consumers 80

Comm100

NOVEMBER 25, 2020

The best part about pairing AI and CRM software together is how they help automate routine tasks, along with providing data-driven insights to human agents with minimal to no effort. This estimated percentage is a 15% percent increase from 2018. AI and CRM are a match made in heaven. The picture isn’t all that rosy. .

Customer Service 52

Customer Service Social Media Banking Customers 52

Second to None

MARCH 14, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Chief Marketer on March 8, 2018: “To combat advertising fatigue, more companies are turning to experiential marketing—creating powerful memories for participants while connecting with the people who genuinely want to interact.

ROI 54

ROI Events Social Media Return on Investment 54

Oracle

APRIL 10, 2020

Over 60% of Millennials and Gen Z consumers stream video daily, according to a 2018 Deloitte study. Increased focus on omnichannel delivery. “It is very impressive that there’s been an increased focus on omnichannel delivery in the year 2020. ” Kaitlyn DeSimone, PR Coordinator, Blast PR.

2020 52

2020 Innovation Entertainment Social Media 52

Oracle

MAY 22, 2019

trillion) in 2018. The former denotes a cryptographic protocol for secure interaction between the user and the website, and the latter (two-factor authentication) ensures intactness of the customer login process. A blog is a great way to keep people tuned for your services and give them fresh insights into the products you offer.

2018 93

2018 Touchpoint Blog Reference 93