SuiteCX

FEBRUARY 13, 2015

©2015 suitecx – Confidential Customer Experience: All the cool kids say they are doing it 2. ©2015 suitecx – Confidential But what is “it”? ©2015 suitecx – Confidential Is it Voice of the Customer? ©2015 suitecx – Confidential Is it Voice of the Customer? ©2015 suitecx – Confidential Is it a clickstream?

Customer Experience 100

Customer Experience Social Media Customer Journeys Multi-Channel 100

Vonage

JULY 31, 2017

With the rise of social media, businesses are no longer talking to one customer, they’re talking to a customer and their audience, and potentially their audience’s audience. The average customer has their own digital ecosystem or “ego system” of social media feeds. Personalised, multi-channel service.

Social Media 120

Social Media Multi-Channel Consumers Connections 120

CSM Magazine

NOVEMBER 4, 2021

Teams Users Gain New Option for Integrated Customer Support with Unique Multi-Camera Livestreaming Video Capabilities. Having ADTANCE’s multi-camera live video and customer support functionality integrated into Teams will enable us to deliver high quality remote customer service and collaboration, while boosting productivity.”

Industry 52

Industry Customer Service Multi-Channel e-support 52

Kayako

JANUARY 5, 2017

In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Customer expectations are changing; each time you add another channel, you offer another way for a customer to engage with you. Customers expect support to be available 24/7.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

Experience Investigators by 360Connext

MARCH 24, 2015

There were sessions on co-creating with customers, social media, and customer journey mapping. Mike Zarin (@zarin) March 24, 2015. via Gina Bhalwalker @scottrade #ngce — Jeannie Walters (@jeanniecw) March 23, 2015. So many answers! NGCE [link] pic.twitter.com/U8rdqOdYqS. Think about where you want to go.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Beyond Philosophy

JULY 6, 2016

Last year, Forrester published the Customer Experience Index, China 2015, ranking 60 brands for their performance in Customer Experience. However, as econsultancy pointed out in a recent article , most multi-national companies don’t know how to adapt their customer engagement strategies to an Eastern digital environment.

Social Media 113

Social Media Multi-Channel Customer Centricity Consulting 113

Eptica

APRIL 29, 2016

In order to enable these meaningful conversations , insurers need to focus on delivering what customers want, efficiently, across a growing number of channels. Part of a larger, multi-sector study of 100 major UK brands, it repeats research that has been carried out over the past five years. In 2015 just half gave accurate answers.

Insurance 48

Insurance Connections Customer Service Self Service 48

Joe Rawlinson

JUNE 1, 2016

In 2015, 47 percent of U.S. Omni-Channel Support Options. Texting and social media have conditioned customers to expect instant communication. In fact, many who ask a company a question or leave a complaint on a social channel expect a reply within an hour. billion in 2015 to $27.05 Personalization.

Omni-Channel 60

Omni-Channel Customer Expectations Meeting Multi-Channel 60

CSM Magazine

FEBRUARY 2, 2021

Multi-angle, livestreaming customer support accelerates machine repairs, improves remote training and facilitates long distance collaboration for machine operators and technicians. Founded in 2015, ADTANCE is privately held with headquarters in Wald-Michelbach, Germany and offices in Detroit, Michigan USA as well as Stade, Germany.

Video 75

Video Multi-Channel e-support Travel 75

BirdEye

OCTOBER 16, 2023

Communicating the benefits of being on Google Business Profile, Social media, webchat, and other omni-channel communication methods is essential. It also enabled us to be a lot better with multi-location type businesses.” JD: I think it was 2014 or 2015 when we made the transition to Birdeye.

Omni-Channel 62

Omni-Channel Multi-Channel Social Media Communication 62

Eptica

NOVEMBER 6, 2015

Date: Friday, November 6, 2015 5 key customer service skills – and how technology can help improve them. Published on: November 06, 2015. A centralized multi-channel knowledge base also ensures customers always receive consistent answers to their questions regardless of which channel they use to make contact.

Technology 48

Technology Self Service Customer Service Social Media 48

Eptica

OCTOBER 5, 2015

Date: Monday, October 5, 2015 Linguistics – the key to customer centricity in APAC. Published on: October 05, 2015. However, at a time when organizations face an increasing volume of interactions via digital channels such as email, chat and social media this is becoming more and more difficult.

Customer Centricity 48

Customer Centricity Multi-Channel Self Service Social Media 48

transcosmos Information Systems

OCTOBER 22, 2015

Multi-authored by dozens of customer service experts, Customer Think has been around for a while, consistently providing inspiration and helpful resources. The blog focuses therefore on topics relating to contact center trends, workforce organization, omni-channel, and customer self-service. Customer Think. Salesforce Blog.

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

transcosmos Information Systems

OCTOBER 22, 2015

Multi-authored by dozens of customer service experts, Customer Think has been around for a while, consistently providing inspiration and helpful resources. The blog focuses therefore on topics relating to contact center trends, workforce organization, omni-channel, and customer self-service. Customer Think. Salesforce Blog.

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

CSM Magazine

JULY 29, 2015

In this current, highly connected world, nearly every organisation is working toward establishing a meaningful customer experience across all channels, and with mobile and social now so intrinsically ingrained in consumers’ daily routines, the expectation for complete and uninterrupted satisfaction has never been greater.

Marketing 40

Marketing Customer Experience Multi-Channel Social Media 40

Avaya

JUNE 21, 2016

It takes experience creating true multi-touch solutions for enterprise clients across every industry. Ten years ago, we did not have web chat, smart phone apps or social media. Media support ranges from automated to live service, including chat and chat-bot, SMS, web/social media, mobile multimedia, co-browsing, chatting, video.

Multi-Channel 45

Multi-Channel Self Service Social Media Chatbots 45

SurveySparrow

OCTOBER 5, 2021

With Hellobar, you can send traffic to specific landing pages and increase the number of social media followers for your brand. When a lead submits their information using a form, it pulls information about them across several channels, including social media. LinkedIn Sales Navigator. Prospect.io. Prospect.io

Tools 52

Tools Multi-Channel Effort Score Sales 52

Martin Hill-Wilson

JUNE 8, 2015

Becoming a multi-channel contact centre is not just a matter of bulking up on new channels. I’m going to cover three main topics: Multi-channel customer experience. Social customer service. Multi-channel is dead centre within a massive change impacting every aspect of how we do business.

Omni-Channel 40

Omni-Channel Multi-Channel Self Service Insurance 40

SurveySensum

JULY 14, 2020

Multi-Award Winner, Nandkishor Tripathi is a Market Research Operations and CX Methodology Specialist with over 16 years of proven track record in delivering customer experience at the highest levels. He also has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Avaya

AUGUST 21, 2017

Live streaming, virtual reality, fan caves, theater surround sound, multi-device accessibility, food delivery—it’s all available at home. Their goals are to boost fan and customer experiences, optimize event performance and activities, and generate revenue—especially via uncharted channels. to improve team performance.

Sports 50

Sports How To Chatbots Entertainment 50

Fox Metrics

JANUARY 27, 2021

However, these data are often saved in silos and are mostly unstructured, which makes it difficult to act on them or create a uniform customer experience across all channels. A Customer Data Platform (CDP) is a system that unifies all these data from different sources like apps, social media, marketing campaigns to a centralized location.

Data 52

Data Advertising Multi-Channel Analytics 52

Provide Support

OCTOBER 7, 2015

The recent stats from 2015 U.S. State of Multi-channel Customer Service Report by Parature, showing that 62% of consumers feel that overall customer service is getting better rather than worse, sounds quite positive. Convenience: omni-channel, self-service, mobile. Escalation and consistency across channels.

Customer Service 40

Customer Service Omni-Channel Self Service How To 40

Survicate

MARCH 20, 2019

Micah Solomon wrote [a Forbes piece] about his visit to our office in 2015, when he saw a Nextiva employee record a video response in real-time to a tweet that came in with a question about a service we didn’t offer”. Asked about the long-term outcome of such a strategy, he confirms that it’s definitely paid off.

Tips 85

Tips Customer Centricity Social Media Insurance 85

Martin Hill-Wilson

MAY 27, 2015

Media Use and Attitudes 2015 report). The use of social media has tripled since 2007. Nearly three quarters ( 72%) of internet users aged 16 and above say they have a social media profile, compared to 22% in 2007. Preferences in their multi device use. Interaction based e.g. social network updates.

Self Service 40

Self Service Social Media Multi-Channel Consumers 40

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? Kevin Leifer. Kean Graham. Greg Dewald. Ben Thompson. Chloe Thomas. Daisy Jing.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Brad Cleveland Blog

MAY 8, 2015

How many organizations are using various contact channels? Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings. The questions included both channels supported and the percentage of total contact volume.

Contact Center 20

Contact Center Study Customer Journeys Self Service 20

Brad Cleveland Blog

MAY 8, 2015

How many organizations are using various contact channels? Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings. The questions included both channels supported and the percentage of total contact volume.

Contact Center 20

Contact Center Study Customer Journeys Self Service 20