CX Journey

JANUARY 11, 2018

From desktop and laptop computers to tablets and smartphones and even brick and mortar stores, the customer journey is more complicated than ever. Let’s get one thing clear, though: having multiple channels is not the same as being omnichannel. Ford Blakely is the founder and CEO of Zingle.

Omni-Channel 145

Omni-Channel Communication Social Media Hotels 145

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 .

Tools 195

Tools Customer Service Tips Omni-Channel 195

TechSee

DECEMBER 5, 2017

The solution offers touch-points for the Web, mobile, and messaging channels, Natural Language Interaction (NLI ), Knowledge Management for customers and employees, in-context escalation to live agents, and comprehensive analytics. Customers appreciate: The personalized and intuitive customer self-service.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116

Stella Connect

JANUARY 25, 2018

You must continuously gauge customer sentiment to ensure you’re delivering exactly what customers expect, and you must actively manage front-line performance using that same feedback. Consumer Expectations for Omnichannel Will Soar. A recent study about the shopping habits of 46,000 customers of a major U.S.

Self Service 40

Self Service Trends Customer Service Contact Center 40

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

JANUARY 18, 2022

CloudCherry is a cloud-based CRM ( customer relationship management ) company that assists its clients’ tracking and enhancing their customer engagement. It maps customer journeys, collects omnichannel input, and calculates Net Promoter Score to help organizations track and enhance customer engagement.

Company 11

Company e-support Customer Journeys CRM 11