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. Leverage AI Wisely: AI technology in marketing is widely accepted by consumers. 11% of respondents will never open marketing emails.

2023 64

2023 Consumers Brands Marketing 64

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

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. Happy Agents, Happy Customers.

Customer Experience 98

Customer Experience E-support Omnichannel Contact Center 98

CSM Magazine

JANUARY 11, 2022

Contact centres have been investing in sophisticated, omnichannel technologies for well over a decade. Just one year on and cloud-smart contact centres are rapidly reaping the rewards of new technology. The key to success lies in seeking out technologies that resolve, rather than increase complexity.

Omnichannel 75

Omnichannel Return on Investment 2020 Technology 75

Upstream Works

JANUARY 26, 2021

Meanwhile, customer expectations have also changed, forcing contact centers to adapt innovative technologies and prioritize digital transformation. 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.

2021 78

2021 Contact Center Omnichannel Download 78

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.

Social Media 98

Social Media E Commerce Omnichannel Multi-Channel 98

Quadient

JULY 26, 2022

As technology evolved – from the introduction of the fax machine in the 1980s and email in the 1990s to mobile devices and social media in more recent years – it has increasingly influenced how businesses communicate with their customers. . Use an omnichannel communication strategy to maximize results. Digital Channels.

Communication 52

Communication 2022 Social Media Omnichannel 52

Comm100

MARCH 21, 2022

With digital channels and technologies built for the public sector and its specific needs, there are many strategies that can be adopted to improve service delivery in government. Best of all, privacy is maintained through automatic masking, and since co-browsing is browser-based, no downloads are required. . Here are the top five. .

Government 67

Government Omnichannel Technology Communication 67

Upstream Works

JANUARY 7, 2021

Contact centers recognize the value but are often constrained by legacy technology and would welcome AI as a means to automate this form of outreach. 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.

Contact Center 78

Contact Center 2021 Customer Journey Mapping Omnichannel 78

Upstream Works

NOVEMBER 19, 2020

These drivers will continue into the new year has contact centers strive to meet new customer demands – by upgrading technology while knowing how to deploy the new capabilities. Aside from this pointing to the need for upgraded technology to leverage all this data, the bigger success driver is taking an organization-wide approach.

2021 78

2021 Average Handle Time Contact Center E Commerce 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

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. 11 What similar projects are you currently using AI technology for?

Contact Center 195

Contact Center Measurement Metrics Omnichannel 195

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. Match your value proposition to consumer appetites.

Brands 52

Brands Loyalty Programs E-support 2022 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.

Average Handle Time 98

Average Handle Time Omnichannel Customer Journey Innovation 98

Kustomer

DECEMBER 17, 2019

Luckily, technology can help. 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. But how do you accomplish that?

Customer Service 52

Customer Service Omnichannel Customer Centricity Download 52

CSM Magazine

NOVEMBER 4, 2020

Heightened customer expectations are here to stay and are having a huge impact on technology in contact centres. To thrive in this “new normal” world contact centres will need technology that matches the requirements of their virtual workforce and in turn their customers.

Omnichannel 52

Omnichannel Customer Expectations Download Interaction 52

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

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

NICE inContact

SEPTEMBER 25, 2019

What do companies report after they move their contact center technology to the cloud? Through our analysis, we discovered that those who have their contact center in the cloud report 18% higher customer satisfaction than businesses that have their call center technology on premises. How important is this? There are many benefits.

Contact Center 54

Contact Center Call Center Omnichannel Customer Satisfaction 54

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. This takes a level of insight tickets can’t provide. Omnichannel Customer Experience. Happy Agents, Happy Customers.

Customer Experience 52

Customer Experience E-support Omnichannel Contact Center 52

NICE inContact

AUGUST 16, 2019

As contact center leaders, we need to focus on ensuring customers and agents have the technology and tools to deliver seamless omnichannel service. Download the 2018 NICE inContact Customer Experience Transformation Benchmark and explore how your contact center can prepare for today’s consumer expectations.

Contact Center 67

Contact Center Consumers Net Promoter Score 2018 67

CSM Magazine

DECEMBER 1, 2021

Mads Fosselius, CEO and co-founder of Dixa, said: “Brands have long begun incorporating omnichannel and multiexperience to form an interconnected online community for their consumer base. The report provides customer and service agent informed solutions and insights, as well as highlights new trends that are expected to emerge in 2022.

Consumers 52

Consumers Brands Customer Service 2022 52

Kustomer

JULY 28, 2022

The global pandemic, the remote work movement, the advancement of commerce technology — are all factors that have contributed to a shift in the consumer mindset. An omnichannel approach , or providing consistent service across all communication channels , makes engaging with your customers that much more accessible.

Customer Experience 105

Customer Experience E Commerce E-support Social Media 105

Lumoa

JANUARY 9, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. Much of the improvement has been driven by advancements in product innovation and digital technology. At this point we have the technology and data prowess to actually know our customers - and predict their needs - but we still aren't there yet.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

ProProfs Chat

NOVEMBER 17, 2017

If you can’t afford the time, risk, or cost of putting technology in front of customers, give it to your front-line reps. Omnichannel- I think that 2018 will be the year that Omnichannel becomes a reality for many customer support centers. Enter the AI Chatbot, a technology is still in its relative infancy. Colin Taylor.

2018 111

2018 Omnichannel 2017 Technology 111

Inbenta

DECEMBER 7, 2021

With 2022 drawing closer it has been nearly two years since Covid-19 accelerated the need for businesses to digitalize their customer support to cater to user demands for omnichannel , 24/7 services from the comfort of their preferred devices. . The key challenge is finding the right technologies to deliver the desired results.

2022 52

2022 E-support Social Media Omnichannel 52

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. We’ve made our report available to you as a free download. But the evolution isn’t complete yet, and it probably never will be.

Contact Center 55

Contact Center 2019 Omnichannel 2018 55

NICE inContact

AUGUST 16, 2019

As contact center leaders, we need to focus on ensuring customers and agents have the technology and tools to deliver seamless omnichannel service. Download the 2018 NICE inContact Customer Experience Transformation Benchmark and explore how your contact center can prepare for today’s consumer expectations.

Contact Center 54

Contact Center Consumers Net Promoter Score 2018 54

CSM Magazine

AUGUST 6, 2020

At Calabrio, we see a definite shift towards giving agents the ‘right tools and tech’ to do their job as they are forced to deepen their capacity for self-management, problem-solving, independent technology set-up and greater security awareness – all essential skills for thriving in a remote environment.

Contact Center 52

Contact Center Omnichannel Download 2020 52

Bold360

AUGUST 18, 2020

Organizations can increase agent satisfaction by improving access to technologies that support their work: 64% of survey respondents say empowering their agents to serve customers and make more data-driven decisions has increased agent satisfaction, creating a hybrid “tech + human” approach to engagement. A great EX thus supports a great CX.

Customer Engagement 52

Customer Engagement CEM Engagement Multi-Channel 52

Kustomer

OCTOBER 20, 2022

And customer support is no different – the preferred channels and methods in which modern consumers now engage customer support are similarly shifting to focus around mobile technology and more instantaneous messaging-based channels. Email inboxes are already inundated with offers and from unpersonalized blast campaigns.

Events 98

Events Consumers Social Media Loyalty 98

Quadient

JULY 25, 2022

Cloud-based journey mapping tools enable you to visualize your customers’ journey step-by-step and leverage insights into actionable, exceptional customer experience. Flexible customer journey mapping solutions offer multiple, customizable maps that unlock different key insights depending on how they are used. Customer Communications.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Touchpoint Customers 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. In the wake of recent turmoil spurred by deposit concentration, banks are facing amplified threats and increased scrutiny of their financial stability.

Banking 52

Banking 2023 Multi-Channel Financial 52

Calabrio

FEBRUARY 16, 2017

In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Achieving those business objectives means meeting the demands of the modern consumer: omnichannel interactions and personalized, intuitive service—right now. Ready for 2017 and beyond?

2017 61

2017 Customer Engagement Engagement Contact Center 61

NICE inContact

DECEMBER 19, 2017

New Omnichannel Customer Experience Research – How Well Are You Doing? Ensuring a Successful Go-Live Launch for Your Call Center Technology. And in case you’ve missed it, here are some hot reports you can only get through NICE inContact for a little while longer, so better download your copy now! Happy reading!

2018 48

2018 Blog 2017 Contact Center 48

NICE inContact

JANUARY 7, 2019

That means many aging on-premises contact center technologies simply won’t cut it. Forrester approaches their Forrester Wave report using a publicly available methodology that involves screening vendors, detailed questionnaires, and customer reference check—not unlike your own organization’s new technology RFP and evaluation process.

Contact Center 48

Contact Center 2019 Omnichannel 2018 48

CSM Magazine

AUGUST 22, 2019

With a new emphasis on the importance of customer data, support leaders hold some of the companies most valuable insights. We’re excited to be creating this platform for CS/CX leaders to share insights, network and change the face of customer service. You can download the brochure for the customer service summit here.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40