Remove 2016 Remove Customer Journeys Remove Interaction Remove Omni-Channel
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CX Experts Agree Customer Journey Maps Help Build Relationships

Avaya

I wanted to explore some of the observations from the conference—especially those about contact center operators leveraging customer journey maps for serving customers effectively via chat, SMS and other messaging communiques. To the customer, the agent is the company.

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Enterprise Connect 2016: Genesys Showcases Next Generation Omnichannel Customer Experience at Enterprise Connect

Natalie Petouhof

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event.

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Four key themes from eTail East 2016

OpinionLab

Here were some of the main topics being discussed: Theme 1: Omnichannel, omnichannel, omnichannel. We recently published a Strategy Guide highlighting comprehensive omnichannel data and trends. That omnichannel is a big deal and a lot of retailers are treating this as their number one CX focus right now.

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CCaaS Trends: The Evolution of Cloud Contact Centres

Lumoa

While these solutions will have the same ambition, CCaaS will focus on managing customer interactions intelligently by connecting to cloud-based applications that are chargeable on a monthly basis. Omnichannel also allows organizations to better understand their customers, thus prompting a greater investment in it on their part.

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Got These On Your 2016-2019 Service Roadmap?

Martin Hill-Wilson

The first is Interaction Analytics which provides credible evidence of what goes on day in day out. Its range of application is impressive – 100% compliance management, advisor dashboards for self development, a key input to Voice of the Customer initiatives and customer journey mapping. It’s on the 26/27th.

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Why two real-life “digital” customer journeys prove you need to think omnichannel

OpinionLab

While those poor delivery or return ratings aren’t telling you directly about website satisfaction, they are VERY LIKELY to influence whether your customers return to your site to purchase another item. Today’s customers expect a seamless omnichannel journey – your business structure is irrelevant to them.

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Customer Journey: Improving Customer Experience Through Mapping – Part 1 of 2

NobelBiz

However, understanding all the aspects of the customer journey in order to make it fluid, engaging, and rich is critical. In our article, we will explore the inner working of the customer journey, the mapping aspect of it, and also how it works in the omnichannel environment.