NICE inContact

JUNE 26, 2019

One top demand is for true omnichannel customer service , no matter the channel. We reported in the 2018 NICE inContact Customer Experience (CX) Transformation Benchmark that 91% of consumers expect a seamless omnichannel experience. Additionally, another 43% rated themselves as only “moderate” at seamless omnichannel delivery.

Omnichannel 59

Omnichannel Contact Center 2018 2019 59

NICE inContact

MAY 8, 2019

Are you delivering seamless omnichannel customer experiences and creating promotors rather than detractors? Then we compared these findings to what consumers said in our 2018 consumer study. Organizations’ perceptions about how they execute service don’t always align with consumers’ actual experiences.

Download 54

Download Contact Center 2019 Omnichannel 54

NICE inContact

DECEMBER 12, 2018

Inbound call centers face rising expectations from their customers to deliver exceptional experiences in an increasingly omnichannel world. Our new 2018 Customer Experience (CX) Transformation Benchmark surveyed over 2000 consumers across the US, the UK and Australia to get their insights on customer experiences.

Call Center 48

Call Center Omnichannel Contact Center 2018 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. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 67

Contact Center Consumers Net Promoter Score 2018 67

NICE inContact

OCTOBER 11, 2019

An omnichannel experience – consumers expect it and businesses admit they aren’t great at delivering it, so why aren’t they investing in improving it? True omnichannel experience allows customers to move seamlessly across an organization’s service channels. appeared first on NICE inContact Blog.

Omnichannel 48

Omnichannel Contact Center 2019 Download 48

NICE inContact

JUNE 14, 2017

How do you know if you’re meeting their expectations for Omnichannel service? I’ve got some good news for you, we can help you gain some insight into how consumers are feeling about customer service interactions. inContact conducted research on Omnichannel customer service experiences and results.

Omnichannel 58

Omnichannel Customer Expectations Contact Center Social Media 58

CSM Magazine

DECEMBER 1, 2021

New data from Dixa , a leading customer engagement platform, has today revealed that brands are struggling to meet evolving consumer demands and expectations in the realm of customer service. . The cumulative result is that, after just one poor experience, 92% of consumers say they would stop shopping with that brand if they could.

Consumers 52

Consumers Brands Customer Service 2022 52

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. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 54

Contact Center Consumers Net Promoter Score 2018 54

Kustomer

JANUARY 7, 2022

The same report finds that 43% of consumers are expecting fast and free shipping. Furthermore, 70% of consumers expect the curbside pickups or pay in-store with home delivery options facilitated through self-service expected. In addition, social media platforms have been an increasingly popular channel for consumers.

Social Media 98

Social Media E Commerce Omnichannel Multi-Channel 98

Talkdesk

DECEMBER 10, 2020

We talked to almost 900 consumers and hundreds of customer experience (CX) professionals to understand the changing landscape of CX in financial services and insurance. 77% of CX professionals cite omnichannel as an organizational priority, yet 51% of institutions still have siloed channels. The CX stakes are rising.

Insurance 135

Insurance Financial Contact Center Omnichannel 135

Kustomer

JUNE 7, 2022

We must embrace change and adapt quickly to meet today’s consumer expectations for a smart, omnichannel experience powered by a modern CRM—the key to scaling CX, meeting explosive growth, and adapting to change. If tickets aren’t the ticket, what is the secret to direct-to-consumer success today? Omnichannel Customer Experience.

Customer Experience 98

Customer Experience E-support Omnichannel Contact Center 98

Kustomer

NOVEMBER 2, 2022

However, with 79% of consumers saying customer service is extremely important when deciding. In this blog, we’ll explore types of service expectations, from general expectations that remain the same, to important changes in what the modern customer expects, and the importance of a cohesive omnichannel strategy. Proactive Support.

Customer Service 98

Customer Service Omnichannel Social Media Customer Expectations 98

Optimove

JULY 25, 2023

It reveals that 42% of consumers prefer to shop exclusively at familiar stores or websites they have patronized before, highlighting the significant impact of loyalty on driving sales. Why it Matters: Brands will gain crucial consumer insights for winning customer loyalty during the Holiday season.

2023 52

2023 Retail Loyalty Insights 52

CSM Magazine

JANUARY 13, 2022

PCI Pal survey compares opinion between consumers and contact centre professionals in the UK and USA. The survey found however that personal service remains king for UK-based consumers, with a collective 59% preferring some form of person-to-person contact if they have an enquiry about a product, prior to purchase.

Consumers 52

Consumers Customer Service 2021 Customer Service Representative 52

CSM Magazine

OCTOBER 12, 2023

Download CX Realities 2023 here. As customer behaviours and preferences continue to transform at speed, this latest edition is essential reading for all CX and contact centre leaders seeking to adapt their strategies and capabilities to the new era of customer engagement.

2023 52

2023 White Paper Omnichannel Download 52

Comm100

MARCH 4, 2021

Read on for the key takeaways from the 2021 live chat benchmark report, then download the full report below for free with access to hundreds of data points, including the trends from 2020 and predictions for 2021. Free Download: Live Chat Benchmark Report 2021. Download Now. It’s time for omnichannel.

2021 52

2021 Omnichannel 2020 Download 52

Upstream Works

JANUARY 26, 2021

Across the board, contact centers need to level-up technological capabilities, including richer reporting, enhanced security and omnichannel functionality to engage with customers in real-time. With all the uncertainty, it’s easy to overlook that consumers have had to reset as well. New Drivers of CX Success. Automation. Cost Savings.

2021 78

2021 Contact Center Omnichannel Download 78

Kustomer

DECEMBER 17, 2019

Consumer expectations are growing. In fact, 66% of consumers aged 25 to 44 believe that the customer is always right , almost 35% higher than those over 65. But just as consumer expectations have shifted rapidly, so has the way we do business. Download Buyer’s Guide. But how do you accomplish that?

Customer Service 52

Customer Service Omnichannel Customer Centricity Download 52

Quadient

JULY 26, 2022

To learn more about managing the communication demands of different generations download a copy of our complimentary eBook: Managing the CX Demands of 5 Generations. ?. . Use an omnichannel communication strategy to maximize results. Omnichannel customer communications are the way to achieve this. Digital Channels.

Communication 52

Communication 2022 Social Media Omnichannel 52

Comm100

AUGUST 5, 2020

For today’s consumer fast support is non-negotiable, and long wait times are unacceptable. And they’re all wrapped up in an easy-to-use omnichannel customer engagement platform. The efficiencies of a connected omnichannel platform . Free Omnichannel Customer Engagement. Get Omnichannel Free. Omnichannel.

Customer Service 52

Customer Service Omnichannel Social Media Download 52

SurveySparrow

DECEMBER 15, 2022

Also, why do users download your app only to uninstall it after just one session? From the beginning, duration till the end and post-purchase, retail customer journey maps walk you through the different stages of the consumer’s experience with a retailer. Why does Dave load his cart with his wishlist items only to close the tab?

Customer Journey Mapping 52

Customer Journey Mapping Retail Customer Journey Touchpoint 52

Comm100

MARCH 21, 2022

75% of consumers prefer live chat over any other communication channel, while live chat costs 1/3 the cost of traditional phone support. Best of all, privacy is maintained through automatic masking, and since co-browsing is browser-based, no downloads are required. . Keep chipping away at siloes .

Government 65

Government Omnichannel Technology Communication 65

Kustomer

FEBRUARY 5, 2020

Embrace Omnichannel and Break Down Silos. In the same way, your teams need to provide omnichannel support for this type of asynchronous interaction. In fact, according to a Kustomer study , 88% of consumers get frustrated when they can’t contact a company on the channel they prefer. Download Guide.

Omnichannel 52

Omnichannel Fashion Download Social Media 52

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. Only 35% of consumers are highly satisfied* with their experience, regardless of channel and country surveyed. Artificial intelligence (AI) is hot.

Contact Center 48

Contact Center Omnichannel 2018 2017 48

NICE inContact

OCTOBER 2, 2019

Both self-service and agent-assisted channels are being improved in the upcoming year, reflecting ongoing consumer demand for many options. Download your free copy today. The latest results and analysis appear in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. Interested in learning more?

Omnichannel 60

Omnichannel Contact Center Social Media 2019 60

Strativity

MAY 25, 2023

With rising interest rates, inflation, and softening consumer spending, restaurateurs are facing challenges like those experienced during peak pandemic levels, but food delivery apps are no longer the boon they once were. Achieving success with your digital transformation requires staying in touch with your consumer.

Brands 52

Brands Loyalty Programs E-support 2022 52

BlueOcean

DECEMBER 18, 2018

While AI capabilities in the contact center are still evolving, AI offers powerful opportunities to drive cost out of your business and improve the customer experience (and let’s be real, a growing segment of consumers simply prefer automated or self-serve support) – so asking your potential strategic partners the right questions is critical.

Contact Center 195

Contact Center Measurement Metrics Omnichannel 195

Upstream Works

NOVEMBER 19, 2020

Many home-based broadband plans will need to be upgraded and IT won’t want agents using consumer-grade communications applications. Markets will continue remaining competitive but, in a weak economy, spending will be curtailed, and consumers will buy based on their needs instead of their wants.

2021 78

2021 Average Handle Time Contact Center E Commerce 78

NICE inContact

JUNE 19, 2019

In today’s omnichannel customer service environment, savvy organizations offer their consumers multiple ways to interact with them, including agent-assisted and self-service methods. And do companies understand consumer perceptions about their actual experiences? And it’s available to you now as a free download.

Contact Center 55

Contact Center Omnichannel 2019 Customer Centricity 55

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. Businesses still are working out the kinks with some of the newer capabilities, and some consumers just aren’t ready to embrace these yet.

Contact Center 55

Contact Center 2019 Omnichannel 2018 55

SurveyGizmo

OCTOBER 26, 2021

But when it comes to building complex surveys for market research, customer experience, employee experience, or more, you need a solution that is more business software than consumer. To download the full chart, click here. How Enterprise Survey Solutions Stack Up. An examination of each company reveals additional details: Qualtrics.

Omnichannel 98

Omnichannel Feedback Employee Experience Download 98

Optimove

JUNE 22, 2020

The problem is, most customer data platforms (CDPs) only provide basic testing and optimization tools that do not scale or ensure personalized and consistent omnichannel customer experience (CX). To learn more, download the full use case here. How’d they do it, you ask? Using loyalty data to power customer retention and reactivation.

Customer Retention 52

Customer Retention Loyalty Loyalty Programs Retail 52

Kustomer

SEPTEMBER 18, 2020

We must embrace change and adapt quickly to meet today’s consumer expectations for a smart, omnichannel experience powered by a modern CRM—the key to scaling CX, meeting explosive growth, and adapting to change. If tickets aren’t the ticket, what is the secret to direct-to-consumer success today? Omnichannel Customer Experience.

Customer Experience 52

Customer Experience E-support Omnichannel Contact Center 52

Optimove

SEPTEMBER 25, 2023

This statistic underscores a profound reality – consumers’ reliance on their mobile devices has evolved from convenience to a deep emotional attachment. Leveraging QR codes and deferred deep linking, facilitated by omnichannel marketing, is one way of achieving this synergy.

Marketing 52

Marketing Touchpoint Loyalty Social Media 52

SurveyGizmo

NOVEMBER 5, 2021

Please download our CX Predictions for 2022 ebook for our full report. Alchemer predicts that this next year will see CX departments evolve from data consumers to data contributors, sharing critical customer interactions throughout their journey. This is part 3 in a 5-part series. CX Lags Behind. Learning How To Share Customer Data.

Net Promoter Score 98

Net Promoter Score NPS 2022 Social Media 98

Interactions

SEPTEMBER 18, 2020

The implementation of a Conversational AI application, like an Intelligent Virtual Assistant (IVA), can enable automated self-service such as real-time tracking, outbound notifications, and offer a personalized omnichannel experience to every customer. Improve Customer Experience. Now customers expect all providers to meet this timeframe.

Competitive Advantage 71

Competitive Advantage Omnichannel Download Financial 71

Comm100

JANUARY 5, 2022

The real-time and accessible nature of live chat caters perfectly to today’s consumer expectations, while providing government agencies with an efficient and cost-effective channel. The chatbox should also be inviting enough to compel the consumer to engage. That way, the right agent will receive the right customer query every time.

Government 76

Government 2002 Omnichannel Download 76