CSM Magazine

FEBRUARY 28, 2020

Spitch AG, the leading developer of enterprise speech solutions, with headquarters in Switzerland and offices in London, Madrid and Milan, today announced a partnership with Creative Virtual, a world leader in customer and employee engagement solutions. .

Self Service 52

Self Service Virtual Agent Multi-Channel Chatbots 52

Experience Investigators by 360Connext

APRIL 9, 2015

Consider these examples: The company is a leading content, commerce and technology company that provides customers easy and convenient access to books, magazines, newspapers and other content across its multi-channel distribution platform.- How do you want customers to experience your brand? Barnes & Noble.

Customer Focused 110

Customer Focused Multi-Channel Customer Centricity Social Media 110

Eptica

FEBRUARY 1, 2017

We now have a multi-device, multi-screen and multi-channel environment. RV: Multiplying the number of contact channels has generated freedom for consumers, but also four key issues: 1. Diluted responsibility Customers detest being treated like a table tennis ball, passed between different points of contact.

Technology 48

Technology Multi-Channel Self Service Consumers 48

Experience Investigators by 360Connext

MARCH 24, 2015

Other topics that dominated included the challenges around multi-channel, “nomadic” customers and how difficult it is to understand them. It’s critical to think like a human and understand the human connection as part of the customer experience! A future state journey map is a helpful tool.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Confirmit

OCTOBER 18, 2018

How Do You Retain Customers? Several key strategies come into play when it comes to preventing customer churn: Ensure you provide great channels of communication for your customers to get in touch with you when things go wrong, in the channel they deem appropriate. Are you listening?

Customer Retention 45

Customer Retention Multi-Channel Net Promoter Score Return on Investment 45

Confirmit

SEPTEMBER 24, 2018

Customer experience management combines all the processes an organization has in place to monitor and improve customer interactions, regardless of the channel or medium customers use to get in touch. Provide a holistic view of customers across all touchpoints and all channels, across the entire customer journey.

Customer Experience Management 45

Customer Experience Management Customer Experience Management Multi-Channel 45

SurveySensum

OCTOBER 11, 2023

It specializes in Net Promoter Score surveys, enabling companies to measure customer loyalty and satisfaction. AskNicely streamlines the feedback collection process through various channels, such as email, SMS, and in-app messages. However, despite its effectiveness, AskNicely has some drawbacks to consider.

Analytics 52

Analytics Net Promoter Score Survey NPS 52

Beyond Philosophy

OCTOBER 28, 2014

I feel that in today’s age of multi-channel options for Customer “calls” it is important to note that call routing and answering applies to all channels, whether there is a call or not. They might even encourage the use of Skype!

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

Avaya

NOVEMBER 15, 2017

Investing in an open, agile infrastructure lets brands seamlessly integrate platforms and channels across the organization. This ability to deliver context-driven, end-to-end customer engagement is what produces real value and tangible return. When it comes to your customers experience is everything.

Customer Experience 72

Customer Experience Multi-Channel Customers Culture 72

Confirmit

SEPTEMBER 24, 2018

Customer experience management combines all the processes an organization has in place to monitor and improve customer interactions, regardless of the channel or medium customers use to get in touch. Provide a holistic view of customers across all touchpoints and all channels, across the entire customer journey.

Customer Experience Management 40

Customer Experience Management Customer Experience Management Multi-Channel 40

SurveySensum

MAY 26, 2023

Customer Engagement & Customer Loyalty tNPS and rNPS improve customer engagement and loyalty respectively in their own ways. – Transactional NPS (tNPS) If you look deeper, transactional NPS surveys seek to find the factors that influence customer ENGAGEMENT. When to conduct eNPS surveys?

Net Promoter Score 52

Net Promoter Score NPS Survey Touchpoint 52

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Michelli Experience

MARCH 11, 2016

One-channel marketing isn’t effective anymore. They’re taking their primary search devices with them, opening a slew of multi-channel possibilities. Today’s buyers view products online before ever entering a physical location. Instead, prioritizing the “digital window shopper” proves to be effective.

Technology 100

Technology Company Marketing Loyalty Programs 100

Confirmit

MAY 29, 2018

With the right program in place, the Voice of the Customer can directly correlate to business success metrics so it’s well worth the time and effort to connect with customers using the right channel, at the right time. in order to give a holistic view of the customer experience. Voice of the Employee.

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40

SurveySparrow

NOVEMBER 30, 2020

Products and services of a business are the two touchpoints that customers engage with daily. SurveySparrow offers employee engagement surveys to assess the level of engagement of your workforce. Customer journey mapping. For enterprises, having multiple channels for customer interaction is nothing new.

Trends 52

Trends Customer Journeys Customer Experience Chatbots 52

Kustomer

JUNE 24, 2021

Been having this online debate on LinkedIn about employee engagement. You’ve been in the customer space for years and from what I understand, most companies are doing not a semi-annual, not an annual NPS survey, they’ve gotten to a place where they are doing customer feedback more often. You know what?

B2C 87

B2C Tips B2B Interaction 87

RapportBoost

DECEMBER 10, 2018

So, on the webinar today we are going to go over a few industry trends, at present two-third of contact centers are multi-channel and one-six are Omni-channel, where does your company fit in? Multi-channel usually includes voice, email, chat, SMS and even fax interactions. Why does this matter to us?

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Kustomer

JUNE 24, 2021

Been having this online debate on LinkedIn about employee engagement. You’ve been in the customer space for years and from what I understand, most companies are doing not a semi-annual, not an annual NPS survey, they’ve gotten to a place where they are doing customer feedback more often. You know what?

B2C 59

B2C Tips B2B Interaction 59

SurveySparrow

JULY 17, 2019

The native survey tool provides deep insights and also helps to identify potential customers. Qualtrics has features to help with employee engagement activities, such as employee appraisal capability. You can create and share personalized surveys via various channels and identify blind spots or problem areas.

Customer Experience Management 55

Customer Experience Management Software Customer Experience Management 55

transcosmos Information Systems

OCTOBER 22, 2015

They provide content that are focused on startups and businesses, with themes like customer experience, employee empowerment and company culture. Customer Think. Customer Think has a wide variety of compelling content that can be used as a great resource for your market research. Think Customers. Salesforce Blog.

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

transcosmos Information Systems

OCTOBER 22, 2015

They provide content that are focused on startups and businesses, with themes like customer experience, employee empowerment and company culture. Customer Think. Customer Think has a wide variety of compelling content that can be used as a great resource for your market research. Think Customers. Salesforce Blog.

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

Martin Hill-Wilson

JANUARY 25, 2016

Dip into the growing library of digital transformation, digital disruption or customer experience use cases and you have to admit things are starting to look quite different. As in – what’s the difference between B&W four channel TV of old, and the app based, multi-screen TV series binging many of us now indulge in?

Omni-Channel 40

Omni-Channel Insurance Multi-Channel Chief Customer Officer 40

Beyond Philosophy

JUNE 4, 2015

From Products to Customers to the Human Spirit, noted marketing scholar Philip Kotler recognized that the new model for organizations was to treat customers not as mere consumers but as the complex, multi-dimensional human beings that they are. Does it understand customers, and their individual journeys?

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

Tricia Morris

JUNE 26, 2015

Gallup notes that the moment an engaged employee connects emotionally with a customer, “it’s a source of untapped power that has profound implications for a company’s productivity and profitability.” Hiring more or new customer service representatives isn’t always the right answer to poor customer satisfaction rating.

Customer Service 40

Customer Service Net Promoter Score Poor Customer Service Customer Service Representative 40

ProProfs Chat

DECEMBER 17, 2021

You can choose from pre-built templates or ready-made questions for any survey project, including customer satisfaction, employee engagement , market research, and more. . It helps optimize each user experience by tracking them as they move from one channel to the other. Keeps You In-Tune With Your Customers.

Tools 52

Tools Feedback Roadmap Survey 52