Avaya

NOVEMBER 8, 2017

In 2016, Ernst & Young introduced its Banking Relevance Index (BRI), designed to measure the importance of traditional banks to customers’ lives. In many ways, a high-touch approach can be the catalyst needed to drive innovation, competitiveness, revenue, and customer advocacy. So, how will the bank branch be impacted?

Banking 40

Banking Omni-Channel Multi-Channel Self Service 40

Calabrio

FEBRUARY 24, 2016

Last month, Adobe Marketing VP, John Travis, shared insights from Adobe’s 2016 Digital Trends report, including which opportunities businesses are most excited about this year. Customer Experience. “In With this information, organizations can both ask and answer questions to help drive decisions that improve the customer experience.

Customer Experience 100

Customer Experience Contact Center Omni-Channel Analytics 100

Kustomer

FEBRUARY 25, 2020

Customers are gravitating towards brands that fulfill great experiences, leaving those that don’t in the dust. With this in mind, brands are beginning to realize that customer experience is directly tied to their revenue. Take a True Omnichannel (NOT Multichannel) Approach to Customer Experience.

Customer Experience 59

Customer Experience Omni-Channel Customer Centricity Multi-Channel 59

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. “I have learned in 2016 that our customers (aged 18-24 years old or the millennials) spend most of their time…” On their mobile devices. In a big way.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Storyminers

FEBRUARY 9, 2016

Most vendors I spoke with at this year’s show justified the existence of their product(s) with claims about how it improved the customer experience, saved money, and made business more efficient and/or more profitable. Fast forward to 2016. Now, sensing what customers want happens in faster cycles, sometimes in near real time.

Retail 124

Retail Omni-Channel Software Video 124

SurveySparrow

OCTOBER 25, 2019

Having a vision and clarity in what you want to accomplish is pivotal as your customer is the most important stakeholder in your business. For example, Amazon, one of the world’s leading retail and tech giant and Jeff Bezos, its CEO, are known to be insanely obsessed with customers. Customer Experience Strategy #9.

Omni-Channel 77

Omni-Channel Strategy Customer Experience Customer Journeys 77

OpinionLab

JANUARY 9, 2017

of total retail sales for the third quarter of 2016. While this figure is continually increasing and it’s difficult to argue that digital has not just transformed how your customers shop but also how they perceive you as a brand, the store is still a huge weapon in a retailer’s arsenal. 2 – Get them to think like your customers.

Feedback 60

Feedback Omni-Channel Retail Touchpoint 60

OpinionLab

JANUARY 9, 2017

of total retail sales for the third quarter of 2016. While this figure is continually increasing and it’s difficult to argue that digital has not just transformed how your customers shop but also how they perceive you as a brand, the store is still a huge weapon in a retailer’s arsenal. 2 – Get them to think like your customers.

Feedback 60

Feedback Omni-Channel Retail Touchpoint 60

Martin Hill-Wilson

FEBRUARY 16, 2016

We concluded that Intelligent Assistants are not just a channel shift strategy. At the very least, they are a transformational opportunity to redefine customer engagement. When you look at some of the examples provided in this article, you might wonder what all the fuss is about. The customer feedback says it’s a win win.

Self Service 40

Self Service Omni-Channel Strategy Roadmap 40

Eptica

FEBRUARY 26, 2016

Date: Friday, February 26, 2016 How are retailers working to improve customer experience? Published on: February 26, 2016. Author: Robin Tandon Customer experience is important to every industry, but particularly vital for retail. Perhaps the best example is the atmosphere that Apple has created in its Apple Stores.

Retail 48

Retail Customer Experience Apparel Ecommerce 48

OpinionLab

JUNE 8, 2017

But rather than taking the time to help ensure the right customer is reached at the right time via the right channel, most companies pick the channels most convenient to their needs and blast customers with requests for feedback. The polling for the 2016 U.S. presidential election is a good example of this.

Customer Experience 68

Customer Experience Social Media Feedback Survey 68

Oracle

OCTOBER 2, 2019

One thing retailers can do to stand out from the competition is to improve their online customer experience (CX) using new technologies that improve the online shopping experience. Here are 5 examples of CX technologies retailers can use to encourage customers to buy on their sites and nurture customer loyalty.

Ecommerce 87

Ecommerce Technology Social Media Chatbots 87

Bold360

APRIL 27, 2017

Travel and tourism can be difficult areas for retaining customer loyalty, with websites set up exclusively to pit brands against one another on the best deals for hotels and rock-bottom prices on flights. Time and time again they top the list of airlines to which customers feel loyal. But is it really all about the dollars and sense?

Tourism 56

Tourism Travel Customer Service e-support 56

Avaya

JULY 27, 2017

The solution is an intelligent integration of backend infrastructure, customer-facing channels, and conversational nuances. Without question, AI is helping FSPs meet next-gen customer needs. Consider, for example, the possibility of using robo-advisors to ensure compliancy and regulation.

Financial 50

Financial Customer Experience Multi-Channel Banking 50

John Paul

OCTOBER 22, 2018

Customers of the largest car brands are now benefiting from John Paul’s services in white label. For example, the group works with DIAC (financing for the brands Renault, Dacia, Nissan and Infiniti France) with the relational programs: CLUB DIAC and CLUB Nissan Finance. John Paul joined the AccorHotels Group in November 2016.

Self Service 40

Self Service Automotive Transportation Travel 40

Avaya

APRIL 3, 2017

The accessibility of devices has led to a preference for human-less customer services, including web commerce applications, chatbots for addressing basic questions like order status, and electronic updates via SMS for transactions like shipping notifications. For example, just last evening I booked a hotel for a trip.

Customer Journeys 58

Customer Journeys Contact Center Conference Chatbots 58

Currency Alliance

MAY 9, 2022

For example, SKU details may be important for a supermarket or a retail chain, but they hold less significance to a telco, a utility, or a gaming company. The customer truly gets a consistent experience in an omnichannel environment, while operating costs remain minimal. This often improves the customer experience.

Loyalty 52

Loyalty Technology Loyalty Programs Multi-Channel 52

John Paul

JULY 26, 2018

Those who embrace this technological momentum are able to differentiate themselves from the competition, and empower their teams to provide a superior customer experience. It is more important than ever for the concierge industry to offer its users outstanding and memorable customer experiences through an omnichannel approach.

Technology 45

Technology Hospitality Hotels Loyalty 45

OpinionLab

OCTOBER 24, 2017

The rise of digital continues at a staggering rate, with total digital media usage up 40% between December 2013 and December 2016, according to comScore. Indirect customer feedback – feedback about you not directed at you (e.g. According to the Aberdeen Group , companies with strongest omnichannel strategies experience 9.5%

How To 94

How To Comparison Feedback Measurement 94

Eptica

FEBRUARY 2, 2016

Date: Wednesday, February 3, 2016 Making the change from call center to contact center. Published on: February 03, 2016. Author: Laurence Chami 20 years ago customer service existed in a world dominated by voice , hence the widespread reliance on call centers to manage customer service interactions.

Omni-Channel 48

Omni-Channel Contact Center Call Center Self Service 48

Avaya

DECEMBER 1, 2016

According to the Wall Street Journal, 2016 Thanksgiving and Black Friday sales have already accounted for more than $3 Billion in “desktop spending”—aka, e-commerce. While many of these purchases are simply one click and a check off of gift lists, the customer probably made several decisions well before the submit-order button was activated.

Customer Experience 40

Customer Experience Contact Center Self Service CRM 40

Eptica

MAY 27, 2016

Date: Friday, May 27, 2016 Narrowing the gap between US and UK customer experience. Published on: May 27, 2016. Again, this is changing, with UK companies adopting customer hubs , focused teams that bring together different skills in the same location. Share this page on: Tweet.

Customer Experience 49

Customer Experience Chief Customer Officer Contact Center Effort Score 49

Avaya

MAY 10, 2016

In 2016 we would not consider ourselves early adopters. However, when comparing smart device adoption to corporation’s adoption of digital engagement technology, many corporation’s global infrastructures are still not as smart as our handheld devices. Take traditional retailers for example. A Case for Retailers.

Contact Center 40

Contact Center Retail Omni-Channel Customers 40