Zeisler Consulting

FEBRUARY 1, 2021

For many CX (and definitely Customer support ) professionals, the channel is ‘the thing’. We often talk about switching channels, being multi-channel, being omni -channel. Furthermore, some will say that you should be available and excellent in every channel. It sometimes seems like an obsession.

Omni-Channel 93

Omni-Channel Multi-Channel Travel Communication 93

CSM Magazine

OCTOBER 3, 2023

But what is the best way forward for CIOs in the customer service industry to exploit LLMs without running into accuracy and transparency issues? Graph technology is particularly well-suited for applications where relationships between data elements are as important as the data itself. As a result, the answers will be more conclusive.

Multi-Channel 59

Multi-Channel Hospitality Social Media Training 59

CSM Magazine

OCTOBER 6, 2022

ResultsCX , a provider of Customer Experience Management (CXM) services to leading global companies, including Fortune 100 and 500 firms, today announced its strategic expansion into the U.K. and European companies due to its advanced technology infrastructure, well-educated and multi-lingual workforce, and highly competitive cost base.”

Self Service 52

Self Service Entertainment Multi-Channel Telecommunications 52

AWS Machine Learning

MARCH 12, 2024

Leidos is a Fortune 500 science and technology solutions leader working to address some of the world’s toughest challenges in the defense, intelligence, homeland security, civil, and healthcare markets. This post is co-written with Justin Miles, Liv d’Aliberti, and Joe Kovba from Leidos. Choose Edit on the key policy.

Chatbots 87

Chatbots Data Policies Healthcare 87

CSM Magazine

SEPTEMBER 24, 2019

Insurers are the least trusted companies in the UK and are unable to answer over half of routine questions successfully, according to research commissioned by digital customer experience technology provider, Eptica. First, they need to embrace processes, technology and knowledge to help them deliver the service that customers expect.

Insurance 45

Insurance Customer Service Multi-Channel Fashion 45

Oracle

OCTOBER 3, 2019

This is a preview of the ebook “Moments That Matter: A New Customer Experience Roadmap for Financial Services “ Today’s finserv CX is evolving to showcase the power of anticipating customer needs. CX technology turns data into intent-based responses. Imagine a customer applies for a credit card.

Financial 56

Financial Banking Multi-Channel Travel 56

Optimove

MARCH 29, 2022

On the official PR we say how “the acquisition furthers Optimove’s efforts to expand the native messaging capabilities of its Customer Relationship Management (CRM) Marketing platform, which empowers brands to connect with existing customers and deliver personalized multichannel journeys, at scale.”. Again, this is perfectly accurate.

Marketing 59

Marketing CRM Multi-Channel Sports 59

BirdEye

MAY 3, 2023

The choice of the right marketing channel can make or break a campaign. Choosing the most effective marketing channel can make sure that your efforts bring results. This blog post deals with everything you need to know to leverage the right channels and boost your business revenue.

Marketing 98

Marketing B2C Social Media Multi-Channel 98

Happy or Not

OCTOBER 24, 2023

2024 promises to be an exciting year filled with new opportunities and challenges as retailers are expected to continue adapting to changing consumer behaviors, focusing on enhancing the customer experience. Retailers should focus on creating an immersive experience that encourages customers to make online and offline purchases.

Retail 36

Retail Multi-Channel Social Media Apparel 36

InMoment XI

JANUARY 17, 2024

With today’s travelers raising their expectations while being exposed to a seemingly unlimited number of hospitality solutions, it is critical that operators deliver experiences that reflect the lives of their customers. A positive guest experience involves going beyond basic customer service. What is Guest Experience?

Guest Experience 260

Guest Experience Trends Hospitality Customer Journeys 260

AWS Machine Learning

NOVEMBER 26, 2023

It enables you to improve customer engagement by powering personalized product and content recommendations in websites, applications, and targeted marketing campaigns. AWS Partners like Credera are excited by the personalization possibilities that the Amazon Personalize Next Best Action will unlock for their customers.

Loyalty 77

Loyalty Brands Loyalty Programs Multi-Channel 77

Currency Alliance

JUNE 16, 2020

Many of the entrants to this years’ Loyalty Magazine Awards were as adept with data and technology as marketers in many other disciplines. As more holistic marketing initiatives, loyalty mechanics were harnessed to drive and measure engagement across channels, and across many more customer touchpoints. A disloyal generation?

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Qualtrics

FEBRUARY 16, 2021

Listen to how travel and hospitality organizations are reimagining the guest experience. Vaccinations give travelers hope and a sigh of relief to the entire industry but this will take time, and even still hospitality and travel businesses should be aware of the current trends that may affect them: Guests are more safety-conscious .

Guest Experience 49

Guest Experience Trends Tips Hotels 49

SuiteCX

FEBRUARY 13, 2015

Customer Experience as a holistic enterprise is not easy to measure. 360 Degree Customer Experience: A Practical Approach to Holistic CX. 360o Customer Experience: A Practical Approach to Holistic CX Data University 2/13/15. ©2015 suitecx – Confidential Customer Experience: All the cool kids say they are doing it 2.

Customer Experience 100

Customer Experience Social Media Customer Journeys Multi-Channel 100

AWS Machine Learning

MARCH 26, 2024

Document Capture Customers handle invoices and receipts in a multitude of formats from different vendors. These documents are received through channels like hard copies, scanned copies uploaded to file storage, or shared storage devices. Solutions Architect at Amazon Web Services, helping enterprise customers.

Analytics 87

Analytics Financial Multi-Channel Resources 87

Storyminers

MAY 16, 2016

our research has revealed that not all retailers are using each channel to full effect and mobile apps are not up to scratch or consistent with the experience shoppers may have on the retailer’s website or in-store. In recent years, other technologies, click and collect for example, have become increasingly popular as a convenience tool.

Retail 113

Retail Omni-Channel Ecommerce Multi-Channel 113

Alliance by IFS

OCTOBER 18, 2019

To boost profitable growth, you’ll need to improve customer retention, attract new customers, and diversify service offerings to open new streams of revenue. Personalizing service delivery through greater customer insights and digital engagement. Boost Technician Productivity with Mobile Technology.

Software 75

Software Self Service Multi-Channel ROI 75

Oracle

DECEMBER 3, 2019

There’s no question the customer experience (CX) has evolved significantly over the past 20 years. Change #1: Artificial intelligence-powered, zero-wait customer response. When’s the last time you picked up the phone to solve a customer service issue? Change #3: Multi-channel support is now the rule.

Social Media 51

Social Media Multi-Channel Chatbots Retail 51

Smith+co CX

MARCH 20, 2014

A bit like customer experience really. When we think about customer experience, we classically think about the linear or circular journey. The traditional customer journey. The quantum customer journey. And this is very similar to the multi-channel customer journey that we are seeing today.

Multi-Channel 51

Multi-Channel Customer Experience Hotels Customer Journeys 51

Avaya

APRIL 27, 2017

Sometimes you travel to Orlando to really fun destinations. Visit Avaya’s Booth 623 for a fun omnichannel contact center experience that shows you how to create satisfaction—happiness—for customers throughout their interactions with your company. We’ll show customer-focused companies our latest innovations. Want to add voice?

Contact Center 54

Contact Center Omni-Channel Customer Journeys Multi-Channel 54

Thunderhead

JULY 15, 2019

While it may have once been empty platitude, businesses are now pivoting to focus attention and resource on ‘the needs of the customer’ with unprecedented vigour. This often leads them on a daunting quest to realize the elusive customer-driven journey. Intent: The firepower behind customer-driven journeys.

Multi-Channel 65

Multi-Channel Touchpoint Customer Centricity Call Center 65

Currency Alliance

MARCH 28, 2023

The term ‘pay with points’ implies that a customer can burn loyalty points or miles at a point of sale as the method of payment. It also implies that the customer can do this quite easily and freely, across a large proportion of a brand’s inventory, in its primary commerce channels.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Airlines 52

Avaya

JANUARY 3, 2017

When it comes to customer service, it seems that change is the only constant. I know you’ve heard it all before; how single channel service evolved into multi-channel service evolved into omni-channel service. But what if I told you that your customer engagement strategy is missing the mark?

Multi-Channel 52

Multi-Channel Omni-Channel Travel Customer Journeys 52

Currency Alliance

JUNE 11, 2017

From the customer perspective, it amounts to a Revolution – where brands are finally giving into what has been a ‘peaceful demonstration’ gaining momentum for several years – namely that it is too difficult to accumulate much value among so many incompatible loyalty point currencies/programs – so consumers quit.

Loyalty 52

Loyalty Loyalty Programs Multi-Channel Rewards Programs 52

Beyond Philosophy

JUNE 1, 2015

Are, beyond customers who would be loyal anyway, are they driving more purchase activity and narrowed consideration sets? This, as they see it, may be indicative of hope among companies with programs that long-term customer value can be generated. Solve Customer and Industry Pain Points. Use the Data. Build Partnerships.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60

NICE inContact

MAY 10, 2019

NICE inContact research confirms this trend: Agent-assisted digital channels are gaining ground, with the largest growth in the agent-assisted web chat. SMS and mobile apps also have made gains, though less than chat channels (find more details here ). WebHelp with its CXone platform had just the solutions Swedish Rail needed.

Self Service 27

Self Service Customer Experience Social Media Omni-Channel 27

Kustomer

APRIL 16, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Vikas Bhambri, Senior Vice President of Sales and CX at Kustomer, joins Gabe Larsen in discussing how both human customer service agents and artificial intelligence (AI) are mutually beneficial in the development of real and positive customer experiences.

Customer Experience 52

Customer Experience How To Contact Center Airlines 52

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Customer Interactions

MAY 3, 2013

I’m just back from my second NICE Interactions global customer conference. This year it was held in sunny Orlando, where over 2,000 NICE customers and business and technology partners shared information and best practices, and learned about new solutions for their organizations. It was Even Bigger, Better than Last Time!

Interaction 43

Interaction Multi-Channel Conference Roadmap 43

LiveChat

SEPTEMBER 23, 2016

Over the past few years, the basic process of planning a marketing strategy has been more or less the same, with only a few minor tweaks brought about by advanced tools and newer (digital) communication channels. For starters, your perception of your product or brand is different from your customers.

Strategy 28

Strategy Marketing Multi-Channel Case Study 28

AWS Machine Learning

MARCH 15, 2024

In today’s landscape of one-on-one customer interactions for placing orders, the prevailing practice continues to rely on human attendants, even in settings like drive-thru coffee shops and fast-food establishments. The prospect of utilizing technology for one-on-one order processing assistance has been available for some time.

Interaction 117

Interaction e-support Policies Multi-Channel 117

AWS Machine Learning

JUNE 7, 2023

United Arab Emirate’s (UAE) Technology Innovation Institute (TII) , the applied research pillar of Abu Dhabi’s Advanced Technology Research Council , has launched Falcon LLM, a foundational large language model (LLM) with 40 billion parameters. The team used both single-instance and multi-instance CPU jobs for difference use cases.

Training 90

Training Innovation Technology Multi-Channel 90

Currency Alliance

DECEMBER 4, 2023

This year, a continuing key theme in loyalty will be the ability to drive even greater customer value at lower direct cost. That is driving brands and customers alike to be more earnest in the pursuit of value a significant acceleration in the deployment of more cost-effective marketing and loyalty technology.

Loyalty 59

Loyalty Trends Data Marketing 59

Avaya

MARCH 24, 2017

At this point, we know that most companies are competing exclusively on the customer experience ( 83%, according to Dimension Data ). McKinsey Insights shows that effective customer journeys are impactful : increase revenue by up to 15%, boost customer satisfaction by up to 20%, and turn predictive insight into customers’ needs by up to 30%.

Multi-Channel 53

Multi-Channel Contact Center Omni-Channel Customer Journeys 53

Grade.us

APRIL 19, 2019

People are more connected than ever, and information travels fast. If a customer has a negative experience with a product or service, they can let the world know about it. Online reviews are an excellent way to learn what your customers think. Each one mentions that your company’s customer service is lacking.

Industry 24

Industry Social Media Multi-Channel Study 24

Currency Alliance

MAY 9, 2022

So, to demonstrate some progress, many organizations have pursued initiatives that are only cosmetic in nature while not truly taking advantage of what digital transformation enables: namely that customer journeys, partnerships, trading ecosystems, etc. Simplicity: endpoints optimized for each use case.

Loyalty 52

Loyalty Technology Loyalty Programs Multi-Channel 52

AWS Machine Learning

AUGUST 16, 2023

Thomson Reuters (TR), a global content and technology-driven company, has been using artificial intelligence (AI) and machine learning (ML) in its professional information products for decades. This technology was one of the first of its kind, using NLP for more efficient and natural legal research.

Innovation 75

Innovation Travel Multi-Channel Technology 75