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

Optimove

DECEMBER 21, 2023

Re-engage your churned customers with this guide Download Now Why it Matters: Marketing fatigue happens when consumers feel overwhelmed by generic and irrelevant messages. Take an Omnichannel Approach: Marketers should adopt an omnichannel orchestration strategy to synchronize outreach to consumers through various touchpoints.

2023 111

2023 Consumers Brands Marketing 111

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

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

Peter Lavers

NOVEMBER 16, 2017

This change has been complemented by the move to purely digital products in some categories e.g. music downloads, ebooks / enewspapers / emagazines, movie streaming, SaaS. Which brings us to what marketers are now talking about – the omnichannel customer experience. So, is omnichannel just well-connected multi channel?

Multi-Channel 73

Multi-Channel Omnichannel 2025 Customer Centricity 73

Optimove

MARCH 30, 2023

Another key finding is that omnichannel marketing is growing in importance for brands. It underscores that retailers without omnichannel capabilities are disadvantaged in connecting with the customer. Download your copy of the report. Download your copy of the report. ”  More results from the report?

Consumers 94

Consumers Omnichannel 2022 Retail 94

Talkdesk

DECEMBER 10, 2020

Increasing customer expectations for seamless, omnichannel experiences, combined with the push towards digital-first accelerated by the COVID-19 pandemic, is putting higher pressure on financial services organizations to prioritize the importance of integrated CX strategies and investments. The CX stakes are rising.

Insurance 135

Insurance Financial Contact Center Omnichannel 135

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. You can learn more by downloading our free eBook today.

Omnichannel 48

Omnichannel Contact Center 2019 Download 48

Optimove

JUNE 29, 2023

Why it Matters : Brands can gain actionable insights to cultivate customer loyalty and increase consumer spending. Plus, typically budget-conscious consumers are willing to invest more in educational needs, a significant increase compared to other shopping periods such as holidays, summer, and Mother’s Day.

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2023 Loyalty Consumers Loyalty Programs 52

Optimove

SEPTEMBER 25, 2023

By leveraging insights from a CDP, brands can use an MMH to curate content that speaks directly to the customer’s interests, ensuring each touchpoint resonates deeply. Leveraging QR codes and deferred deep linking, facilitated by omnichannel marketing, is one way of achieving this synergy.

Marketing 97

Marketing Touchpoint Loyalty Social Media 97

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. This takes a level of insight tickets can’t provide. Omnichannel Customer Experience. Check out more details here.

Customer Experience 98

Customer Experience E-support Omnichannel Contact Center 98

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. Download Now.

2021 52

2021 Omnichannel 2020 Download 52

Kustomer

JANUARY 7, 2022

According to Adobe’s Digital Insight Report, online shopping is expected to top $200 billion for the first time in history. The most effective way to ensure that excellent service is being delivered at each stop along the way to an actual purchase is to implement a unified omnichannel experience augmented with CX automation.

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Social Media E Commerce Omnichannel Multi-Channel 98

CSM Magazine

OCTOBER 12, 2023

CX Realities 2023 is the third edition in Sabio’s acclaimed series providing expert insights on prospering in the current CX climate. Download CX Realities 2023 here.

2023 52

2023 White Paper Omnichannel Download 52

NICE inContact

OCTOBER 2, 2019

This is just one of the many insights we discovered when we surveyed more than 900 global contact center leaders about key customer experience topics, including near-term investment plans. We’ve packaged the survey results and analysis into an eBook that is full of insights and thought provoking information.

Omnichannel 60

Omnichannel Contact Center Social Media 2019 60

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. Learn more about how contact centers can adapt to the accelerated need for digital CX by downloading this Strategic Insight Report.

2021 78

2021 Contact Center Omnichannel Download 78

SurveySensum

FEBRUARY 28, 2024

They allow employees to share their thoughts openly and honestly without fear of repercussions, leading to more accurate insights and actionable feedback for improving the employee experience. Capture all the diverse insights your team has to offer. Do you want to uncover the real issues your employees are facing? Why limit yourself?

2024 52

2024 Feedback Demo Social Media 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. Conclusion.

Communication 52

Communication 2022 Social Media Omnichannel 52

CSM Magazine

JANUARY 11, 2022

Contact centres have been investing in sophisticated, omnichannel technologies for well over a decade. They should deliver customer-centric data insights seamlessly within workflows, enabling decision-making and allowing agents to add the essential human element to digital interactions that customers crave.

Omnichannel 75

Omnichannel Return on Investment 2020 Technology 75

NICE inContact

DECEMBER 3, 2018

Omnichannel is hot. In our new 2018 Customer Experience (CX) Transformation Benchmark the insights were clear on the importance of both. Omnichannel Service and Satisfaction. Consumers want true omnichannel customer service, and service that’s seamless, convenient and quick. Artificial intelligence (AI) is hot.

Contact Center 48

Contact Center Omnichannel 2018 2017 48

Upstream Works

JANUARY 7, 2021

AI brings new value by automating routine tasks that make business processes inefficient or using omnichannel solutions to seamlessly access and integrate data from across departmental silos. Much of what goes into great CX is transparent to the customer as the agent is usually their sole point of contact.

Contact Center 78

Contact Center 2021 Customer Journey Mapping Omnichannel 78

SurveyGizmo

OCTOBER 26, 2021

To download the full chart, click here. From customer insights to market research to concept testing, Qualtrics CoreXM is the central research platform that allows anyone to capture experience insights and take action. How Enterprise Survey Solutions Stack Up. An examination of each company reveals additional details: Qualtrics.

Omnichannel 98

Omnichannel Feedback Employee Experience Download 98

Kustomer

DECEMBER 17, 2019

Holistic Customer View ✓ Every customer has a timeline unique to their history of purchases, omnichannel interactions, orders and returns – combining all internal and external data into one actionable view. Download Buyer’s Guide. Let your customer service software match your business.

Customer Service 52

Customer Service Omnichannel Customer Centricity Download 52

Comm100

MARCH 21, 2022

Best of all, privacy is maintained through automatic masking, and since co-browsing is browser-based, no downloads are required. . With that said, there are still many ways that governments can break down these silos, with digital omnichannel platforms being one. Keep chipping away at siloes . Set clear customer service expectations

Government 69

Government Omnichannel Technology Communication 69

BlueOcean

DECEMBER 18, 2018

Download our complimentary RFP template today – just click here.). You might be excited by the concept of adding AI to your omnichannel offering, but many companies are equally intimidated by the thought of implementing it into their business. 5 Insights About Sourcing and Developing Strategic Partnerships.

Contact Center 195

Contact Center Measurement Metrics Omnichannel 195

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. Download all 3 reports. [i]

Contact Center 48

Contact Center Omnichannel Download Roadmap 48

Kustomer

DECEMBER 26, 2019

Collecting great insights from customers is the leading contact center objective that companies want to achieve by 2025. Almost half (47%) of organizations have data scattered across various systems, showcasing the importance of a unified data environment to gather meaningful and actionable insights. Download CCW Market Study.

Contact Center 52

Contact Center 2025 Omnichannel Download 52

CSM Magazine

NOVEMBER 4, 2020

Omnichannel CX – expectations around omnichannel service have significantly risen during the pandemic. Contact centres will need to invest in multiple communication channels and focus on building an omnichannel infrastructure (which also includes video conferencing tools) to meet and exceed customer requirements.

Omnichannel 52

Omnichannel Customer Expectations Download Interaction 52

CSM Magazine

AUGUST 30, 2022

The second aspect is, all of a sudden, all of that unstructured data in the voice conversation is being digitised and therefore allows us to do something more meaningful with it wherever we are able to surface our insights. This emerging and evolving capability will help to truly digitise the voice channel. About the Author.

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Average Handle Time Omnichannel Customer Journey Innovation 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

Comm100

AUGUST 31, 2020

Recommended reading: 5 Easy (and Effective) Routing Rules for Omnichannel. Cross-channel insight. An omnichannel customer service platform solves this issue in two key ways: first, the customer’s data is clearly displayed within the agent console, from previous purchases and downloads to location and device information.

Customer Service 52

Customer Service Omnichannel Connections Touchpoint 52

Comm100

AUGUST 31, 2020

Recommended reading: 5 Easy (and Effective) Routing Rules for Omnichannel. Cross-channel insight. An omnichannel customer service platform solves this issue in two key ways: first, the customer’s data is clearly displayed within the agent console, from previous purchases and downloads to location and device information.

Customer Service 52

Customer Service Omnichannel Connections Touchpoint 52

ViiBE Blog

JULY 22, 2022

Download now Read now What are the ways to use CRM? It uses artificial intelligence to help salespeople close more deals by giving them insights and recommendations. Omnichannel CRMs An omnichannel CRM is a CRM system that allows you to manage your customer interactions across all channels. AR-powered CRM.

Social Media 52

Social Media Omnichannel E-support 2021 52

Strativity

MAY 25, 2023

Third-party providers comprised a whopping ~52 percent of food and drink app downloads in 2022, signaling a tug-of-war with large, national franchises that is only going to heat up. But the success of these programs has as much to do with insights as technology. Sample new channels to reach new customers. james.lanyon@materialplus.io

Brands 52

Brands Loyalty Programs E-support 2022 52

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. The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark is chock-full of insights like these. Get your copy today!

Contact Center 55

Contact Center Omnichannel 2019 Customer Centricity 55

CSM Magazine

DECEMBER 21, 2021

This 360° visibility delivers the connectivity that defines a true omnichannel experience. This includes identifying in real-time where bottlenecks and friction points are hindering CX or utilising valuable customer insights to deliver a better, smarter, more predictive service. Same objectives, same challenges.

Technology 59

Technology Average Handle Time Omnichannel Blog 59

Upstream Works

NOVEMBER 19, 2020

Learn more about Upstream Works’ omnichannel contact center solutions here. Download the Upstream Works Insights Report on how the pandemic is impacting customers and contact centers, and how contact centers can keep up. . The post 3 Drivers of CX Success in 2021 appeared first on Upstream Works.

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2021 Average Handle Time Contact Center E Commerce 78