CSM Magazine

AUGUST 16, 2021

The omnichannel approach has been used by marketers to reach as many customers as possible, especially in the current circumstances, where most physical stores remain closed and rely on product deliveries and online purchases. Omnichannel Contact Centers for Improved Customer Service. trillion mark. trillion mark.

Omnichannel 52

Omnichannel Customer Experience Social Media Contact Center 52

Beyond Philosophy

MARCH 29, 2017

Omnichannel means at its foundation, integration. Therefore, an omnichannel strategy could also be called an integration plan. Furthermore, there are seven essential elements to your omnichannel approach that you can’t afford to forget. John Lewis is Omniscient about Omnichannel Strategy. For Omnichannel Strategy, WWJLD?

Omnichannel 119

Omnichannel 2002 Hotels Consulting 119

BlueOcean

NOVEMBER 13, 2023

With these questions in mind, we present a quick round-up of some trending outsourcing and customer service-related articles, podcasts, and webinars from across the industry. And many businesses feel pressure to predict the where, when, and how of their customer interactions. Meanwhile, the conversations are piling up.”

Customer Care 177

Customer Care 2024 Multi-Channel Contact Center 177

Comm100

MAY 7, 2024

In an era where quick resolutions and personalized interactions are demanded, streamlining customer service translates into measurable business success. Personalized interactions based on customer data and insights strengthen connections and loyalty. It helps in understanding customer preferences and personalizing interactions.

Customer Service 75

Customer Service Omnichannel Social Media Customer Satisfaction 75

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. When a client or customer interacts with your business, the information given to them by an agent or self-service channel needs to align with their expectations.

Customer Journey 123

Customer Journey Brands Contact Center Sales 123

ShepHyken

JANUARY 31, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article shares ten ways to create trust, which in a sense, are ten ways to create a better customer experience. by Sam Bradley.

2022 65

2022 Article Customer Service Contact Center 65

ShepHyken

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Why Omnichannel is the Future of Customer Interactions (And How You Can Get Started) by Josh Brown.

2019 87

2019 Article Net Promoter Score Customer Service 87

Happy or Not

MARCH 10, 2022

An omnichannel customer experience is made up of individual touchpoints over a variety of channels, for example, in-store, webshop, social media, and more, that seamlessly connect. Retail businesses, specifically, have one of the hardest jobs when building an omnichannel strategy. Heikki Väänänen | Executive VP of Growth, HappyOrNot.

Omnichannel 58

Omnichannel Touchpoint Retail Social Media 58

Experience Investigators by 360Connext

JANUARY 23, 2024

Over-Reliance on Chatbots While AI and chatbots are absolutely critical to your overall customer experience strategy, over-relying on them at the cost of human interaction can be detrimental. Ignoring the Shift to Not Just Mobile-First, but Omnichannel for Real Customers are increasingly using mobile devices for their interactions.

2024 143

2024 Customer Experience Omnichannel Customer Journey Mapping 143

ShepHyken

SEPTEMBER 16, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. So, when I see an article about Nike’s CX strategy, I take notice… And you should, too!

Article 100

Article 2019 Airlines Customer Service 100

Lumoa

JANUARY 15, 2024

This article will explore ways to leverage conversational commerce to improve customers’ experiences with your brand. In This Article: What is Conversational Commerce? Conversational commerce is all about interacting with customers through various communication tools, like live chat, chatbots, and contact centers.

Customer Experience 83

Customer Experience Net Promoter Score Touchpoint Omnichannel 83

CSM Magazine

DECEMBER 16, 2021

It takes one minute to install Omnichannel Live Chat Customer Care App , the very latest in customer care technology. The interaction with the agent is that critical point where you have a chance to show your customers their problems are your concern – or leave them feeling defeated and angry due to poor communication.

Omnichannel 52

Omnichannel Customer Care 2012 Social Media 52

InMoment XI

OCTOBER 10, 2023

This article delves deep into the world of customer service metrics, offering insights and actionable takeaways. By accurately measuring these metrics, businesses can transform their customer interactions, fostering loyalty and driving revenue. Because they translate the intangible aspects of customer interactions into tangible data.

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

ShepHyken

JANUARY 15, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Here are my top five picks from last week. 10 Ways to Boost Customer Satisfaction by G. They also expect (as in expectations) to be treated the right way.

2023 48

2023 Article Customer Service Customer Satisfaction 48

Lithium

APRIL 12, 2022

Powered by Natural Language Processing (NLP), Agent Assist delivers agents real-time recommendations for troubleshooting Guides and Community Knowledge articles. A contact center is only as good as the people interacting with customers. With the addition of this voice integration, Khoros is closing the omnichannel loop!

Omnichannel 52

Omnichannel Innovation Contact Center Customer Service 52

ShepHyken

JANUARY 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. I’ve read dozens of articles (and written a few myself) about the trends and predictions for the new year. Of course, not!

2018 0

2018 Article Customer Service Contact Center 0

NICE inContact

FEBRUARY 14, 2018

Businesses today know that they need to create an omnichannel customer experience to meet the needs of consumers, who are looking to engage with companies anytime and through any method (i.e., This disconnect represents a major issue for businesses that are under growing pressure to provide a seamless omnichannel customer experience.

Omnichannel 48

Omnichannel Customer Experience Consumers Innovation 48

NICE inContact

JUNE 7, 2018

In today’s digital economy, there have never been more opportunities for businesses and their customers to interact. To ensure that customer needs are met, businesses are prioritizing delivery of a true omnichannel experience, enabling each channel to work together cohesively with seamless transitions. This is an alarming discrepancy.

Omnichannel 48

Omnichannel Consumers Customer Experience Social Media 48

ShepHyken

JUNE 6, 2024

This week, we feature an article by Joe Walsh, GoTo ‘s Vice President of Product Marketing. This includes call monitoring to better understand customer and agent interactions and set a baseline for performance moving forward. He discusses the Four Phases of the Contact Center.

Contact Center 58

Contact Center Omnichannel Customer Satisfaction Technology 58

CSM Magazine

MAY 10, 2024

With the evolving dynamics of customer interactions, it becomes increasingly significant to adopt strategies that prioritize the customer throughout all decision-making and service design processes. AI drives personalized customer experiences by providing tailored financial advice and predictive services.

Financial 52

Financial Customer Expectations Banking Net Promoter Score 52

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.

Omnichannel 40

Omnichannel Marketing 2017 ROI 40

ShepHyken

FEBRUARY 27, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. This short article lists the top seven retailers and a few stats and facts about them. Each party wants to gain value from the interaction.

2017 75

2017 Article Customer Service Retail 75

Lumoa

JULY 17, 2023

If you’re wondering how to get started with your digital transformation and what aspects to prioritize, this article is the perfect starting point! Seamless experiences With the aforementioned multi-channel personalization comes another factor: the ability to offer an omnichannel experience. But that’s not all.

Customer Experience 83

Customer Experience Omnichannel Multi-Channel Competitive Advantage 83

ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. According to HubSpot, 90% of consumers argue that one channel alone is not enough in terms of customer service, instead preferring an omnichannel experience consisting of email, live chat, social media and contact centres.

E-support 139

E-support Omnichannel Competitive Advantage Customer Centricity 139

Comm100

MARCH 21, 2023

In this article, we’ll look at six game-changing customer service improvement strategies that businesses can introduce to enhance their customer service and gain a competitive edge. To meet this demand, organizations are introducing omnichannel customer service that connects every key channel into one platform.

Customer Service 71

Customer Service Omnichannel Customer Satisfaction Social Media 71

Comm100

NOVEMBER 23, 2022

To help you prepare for the year ahead, in this article we’ll look at the key customer service trends of 2023 and how you can deliver on your consumers’ support expectations. Personalized support through omnichannel expands. Seventy-one percent of consumers expect companies to deliver personalized interactions.

2023 88

2023 Customer Service Omnichannel 2025 88

GetFeedback

FEBRUARY 12, 2019

GetFeedback’s SMS survey solution, SMS Invitations, has three elements that drive quality feedback and improve the customer experience: Automation: Survey invitations are automatically sent to customers after an interaction to prompt real-time feedback while it’s top-of-mind. Get into the weeds with our Knowledge Base article.

Omnichannel 236

Omnichannel Transportation Demo Feedback 236

ShepHyken

OCTOBER 9, 2020

This week we feature an article from Corina Mihalache, Business Development Executive at Tokinomo. Consumers are wary, they would like to avoid any kind of unnecessary interaction and they are not to blame. An interactive robotic display solution that most probably mirrors the future of in-store promotions in grocery retail.

Retail 138

Retail Multi-Channel Customer Experience Omnichannel 138

Eptica

MARCH 12, 2021

Author: Pauline Ashenden - Demand Generation Manager Today’s consumers are increasingly demanding when it comes to customer service, particularly around digital, omnichannel and mobile. Read the full article here on our parent company Enghouse Interactive’s site. Share this page on: Tweet.

Omnichannel 120

Omnichannel 2021 Customer Satisfaction Consumers 120

Customer Bliss

JANUARY 5, 2017

Over the holidays, I read two interesting articles about customer experience. The second article is from Harvard Business Review and called “The Most Common Reasons Customer Experience Programs Fail.” Chatbots are basically AI robots that interact with you through apps. Omnichannel. Let’s dive deeper.

2017 236

2017 Omnichannel Retail Article 236

CSM Magazine

SEPTEMBER 8, 2023

In this article, we’ll explore a few next-level approaches that are shaping the future of e-commerce engagement. Interactive Content for Enhanced Engagement If content is king, interactive content is the emperor. It’s the compass that continually guides businesses toward refining the omnichannel experience.

E Commerce 52

E Commerce Loyalty Engagement Customer Engagement 52

Comm100

OCTOBER 17, 2023

This article delves deep into the world of customer service automation software, exploring its key benefits, essential features, and the best customer service automation software for your business needs. Voice Automation (IVR): Interactive Voice Response systems guide callers through menus and can handle basic tasks over the phone.

Customer Service 78

Customer Service Multi-Channel Omnichannel Social Media 78

Comm100

FEBRUARY 1, 2022

To gain traction with prospective international students and effectively support those currently enrolled, it’s critical that schools have a digital omnichannel support system in place that allows students to connect with them on the digital channels of choice. Satisfy instant gratification .

Engagement 82

Engagement Omnichannel Social Media Connections 82

SurveySensum

JULY 28, 2023

Seamless omnichannel support that swiftly resolves their issues. Offer Personalization to Boost Customer Loyalty Picture this: you’re a VIP customer, and every time you interact with a business, it feels like they know exactly what you want! By offering a top-notch omnichannel support solution to their customers.

B2B 52

B2B Customer Experience Omnichannel Loyalty 52

Eptica

SEPTEMBER 10, 2021

Read the full article here on our parent company Enghouse Interactive’s site. You might also be interested in these posts: Why contact centres need to embrace omnichannel. Read the full article here on our parent company Enghouse Interactive’s site. Share this page on: Tweet.

2021 104

2021 Omnichannel Blog Article 104

CSM Magazine

JULY 14, 2023

It’s something companies like oktopost.com can help with, but there’s still the essential requirement to understand the growing need for interactions on social media. It should be utilized as a part of an omnichannel service strategy rather than a standalone solution.

Social Media 89

Social Media Customer Service Omnichannel 2023 89

ShepHyken

DECEMBER 2, 2022

This week, we feature an article by Steve Miller, Head of Customer Success at Cirrus , a contact center solution that helps companies engage with their customers. A rising trend is omnichannel and the value it offers both contact center agents and their customers. Read Shep’s latest Forbes article: Top Ten Business Books For 2022.

Contact Center 70

Contact Center Customer Experience Omnichannel Social Media 70