NICE inContact

JANUARY 9, 2018

We all know that in this age of digitization, however, your company’s self-service strategic plan has to consider more than just the voice channel. This post details the importance of omnichannel, and how to consider introducing AI self-service across all channels in an integrated way. You are only as good as your weakest channel.”

Self Service 138

Self Service Omni-Channel Call Center Contact Center 138

Vonage

SEPTEMBER 5, 2016

Silos may be a great way to store grain, but if you apply this idea to the organization of people, it can damage customer experience. From departments to regional offices to different communication channels, silos are an unavoidable part of business structure. Why Silos Exist—and How They Should Be.

Customer Experience 120

Customer Experience Infographics Customer Experience Professionals Poor Customer Service 120

CSM Magazine

JANUARY 25, 2022

A new survey by McKinsey & Company reveals that during the pandemic, consumers moved towards online channels. In addition, organisations claim they are three times more likely than before the crisis to say that at least 80% of customer interactions are now digital in nature. Five golden rules of keeping it simple.

Average Handle Time 52

Average Handle Time Roadmap Interaction Technology 52

GetFeedback

JANUARY 6, 2020

Using personas, a practice highly recommended by CX experts means multiple journeys should be analyzed. What appears to matter more is consistency across the journey stages and thoroughness of implementing journey mapping practices. Seriously, no one wants to be thought of as an “account” or “customer number.” .

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Three Primary Capabilities of the Best Customer Journey Analytics Platforms. By Steve Offsey. Journey Discovery.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Circular Edge

MAY 10, 2022

Blog Credit: Ian McCue, April 7, 2022 (What is ERP (Enterprise Resource Planning)? Many of the world’s best-known and most successful firms have leaned on ERP for the last quarter century. While cloud ERP has become extremely popular in recent years, which approach is best depends on company needs.

Resources 52

Resources System Software Financial 52

Thematic

DECEMBER 5, 2018

Machine learning is one of the least adopted practices in customer programs (38% of companies). Seemingly, customer professionals lack proficiency in, or access to, three important data science skills: programming, mathematics, statistics. Stay best friends with your loyal customers, as they are extremely valuable.

Customer Retention 96

Customer Retention Analytics Data Strategy 96