Customer Bliss
AUGUST 31, 2016
With this exposure to omnichannel B2C engagement methods, some B2B customers by comparison are becoming underwhelmed with their customer engagement options in the workplace. So how can organizations in the B2B industry improve and widen their customer engagement through omnichannel tactics to meet these evolving expectations?
Comm100
NOVEMBER 13, 2022
In 2021, this meant that 48% of organizations diversified the digital channels they support. To accommodate the growing number of digital channels, organizations are now moving to an omnichannel support model, which we’ll look at more in the next chapter. Adopt omnichannel .
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Upstream Works
JUNE 9, 2022
It was 2006 and it was way ahead of its time – providing omnichannel agent desktop capabilities long before the concept of “omnichannel” was formed. It was then that we slammed our collective fists on the table and said, “There must be a better way!”
Customer Bliss
DECEMBER 22, 2016
Jeanne is an accomplished thought leader on customer-centric business strategy and has written several books in this space including the groundbreaking, “ Chief Customer Officer” (Jossey-Bass, 2006) and her latest book, “ Chief Customer Officer 2.0 ”. What’s driving this?
CX Ahead
FEBRUARY 27, 2018
Nintendo Wii: Immersive gaming made real Launched in 2006, the Wii aimed to expand the gaming market to a larger and more mainstream audience while catering to its historic customer base. The Switch, brought gaming to a new standard at its launch in 2017, like the Wii did a decade before (2006).
Kayako
APRIL 12, 2022
The company’s steady growth since 2006 outpaced its existing resources for support requests. How Kayako helped CoinStop reduce average response time and implement omnichannel customer support. Implemented omnichannel support. How Envato manages multiple customer bases in one place and resolves tickets faster.
Vonage
AUGUST 7, 2017
A leisurely company standard like “we strive to answer all emails within 48 hours,” which may have been fine in 2006, shows a misunderstanding of what satisfactory customer service calls for in 2016. Inventory on many sites is real-time: When an item a customer wants is showing as “in stock” on Nike.com, the LL Bean site et.al.,
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