Team HGS

JUNE 14, 2017

2017 Trend 3: The Beginning of Channel Guidance. 3, The Beginning of Channel Guidance, highlighting strategies designed to reduce the burden on the customer for an improved and frictionless CX to ultimately drive a higher CSAT and NPS score for your business. In some complex cases, the best channel may be a phone call.

Self Service 52

Self Service Trends Multi-Channel Effort Score 52

Eptica

AUGUST 24, 2016

Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Published on: August 24, 2016. Continually test your systems to see if the service is acceptable – for example, over half of consumers say they’ll abandon a transaction if they can’t quickly find what they are looking for.

Customer Experience 48

Customer Experience Social Media Multi-Channel Touchpoint 48

Avaya

JULY 27, 2017

They want contextual, multi-touch experiences that span the entire organization. In fact, most financial executives agree that AI will become the “primary” channel through which FSPs and customers interact within the next three years. Consider, for example, the possibility of using robo-advisors to ensure compliancy and regulation.

Financial 50

Financial Customer Experience Multi-Channel Banking 50

Clarabridge

FEBRUARY 19, 2019

And as the avenues to engage with customers continue to expand, you will want to be accessible and ready to serve on these new channels. Research indicates that customers who start and end service requests using digital channels have a satisfaction rate that is significantly higher than those using traditional channels.

Multi-Channel 40

Multi-Channel Customer Service Contact Center Chatbots 40

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. Multi-channel. This can’t be several channels operating in silos. Almost half are not yet comfortable with digital channels. So, how will the bank branch be impacted?

Banking 40

Banking Omni-Channel Multi-Channel Self Service 40

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. Published on: June 15, 2016. For example, online consumers don’t want to break off from what they are doing to pick up the phone or send an email when they have a query.

Self Service 48

Self Service System Knowledge Base Multi-Channel 48

Kayako

DECEMBER 31, 2015

Come back soon for our prediction on 2016, or sign up for the blog and we’ll send it straight to your inbox. Hopefully, in 2016 you begin to collaborate and co-create your future growth with your customers in the age of Uber and Airbnb. Where We Are Really At In Omni-Channel , by Martin Hill-Wilson. Now onto the best of 2015!

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

Eptica

NOVEMBER 16, 2017

It remains popular and challenging to attendees because as an industry we have spend very little strategic time figuring out what happens when we move past the default voice channel. Instead, as is our tactical, ‘to do’ list nature, we incrementally add on a new channel and hope for the best.

Omni-Channel 55

Omni-Channel Engagement Multi-Channel Resources 55

SurveySparrow

NOVEMBER 10, 2022

billion US dollars in 2016. For example, if a company identifies a gap in its product portfolio based on market research results about customer demand for certain features or functionality in existing products, it can use this information to develop new products that meet those needs better than before. Why is it such a huge industry?

Marketing 52

Marketing Survey Multi-Channel Consumers 52

Bold360

JULY 27, 2017

Since April 2016 , when Facebook opened its platform for the creation, construction, and development of bots, it feels like the world has gone ‘AI/RPA/chatbot’ crazy. So, customer channels and employee tools are also seen as efficiency opportunities and value plays, and Intelligent bots can also offer an excellent solution fit for this.

Chatbots 40

Chatbots Self Service Multi-Channel B2C 40

Martin Hill-Wilson

SEPTEMBER 22, 2016

The more we adopt self managed, digital channels which optimise our expectations for ‘always there’, real time delivery, we are also rediscovering the expectation for human engagement when it matters. Therefore effective omni-channel design is an engagement experience that works in any given customer situation. Here’s one example.

Omni-Channel 40

Omni-Channel Self Service How To Multi-Channel 40

ijgolding

MARCH 22, 2017

The customer has always been at the heart of every business, be it a street vendor selling hot dogs or a multi-national firm selling a wide range of products. Multi-national food & beverage corporations like The Coca-Cola Co. or Consumer companies like Unilever and P&G can be quoted as perfect examples. and Pepsi Co.

Omni-Channel 204

Omni-Channel Customer Experience Multi-Channel e-support 204

Comm100

DECEMBER 22, 2016

We hope your customer service department saw a lot of improvements in 2016. We’ll be looking at the following trends in customer service for 2017: Omni-channel will gain more traction as a customer support strategy and replace its predecessor, multi-channel. Omni-Channel Will Be the New Multi-Channel.

Omni-Channel 80

Omni-Channel Trends Multi-Channel Customer Service 80

Michel Falcon Experience

NOVEMBER 8, 2015

As 2016 nears, have you started to map out your customer experience strategy for next year? Will 2016 be the year that you fully commit to improving your customer experience? There are three key questions that you must answer before building your 2016 customer experience strategy. vendors) that you’re customer-focused.

Customer Experience 60

Customer Experience Customer Journeys Chief Customer Officer Survey 60

Magellan Solutions

JULY 28, 2021

Instead, it just diverted and dispersed much of that activity across different channels. Social channels leveraged a captive audience to deploy new commerce features. Sales channels. Advertising channels. Because of changes in consumer behavior, retailers may need to adjust their sales and marketing channel mix.

Omni-Channel 52

Omni-Channel Ecommerce Multi-Channel Retail 52

Kustomer

OCTOBER 28, 2022

According to a 2016 study by Forrester, superior modern customer service drives superior revenue growth in industries where customers can easily switch to competitors that deliver a differentiated customer experience. How Can You Provide Differentiated Customer Service? This creates three main problems: 1. for weak omnichannel companies.

Customer Engagement 105

Customer Engagement Engagement Omni-Channel Customer Centricity 105

Comm100

NOVEMBER 23, 2020

While some companies use ticketing software to manage their emails alone, true omnichannel help desks allow tickets to be created from any digital channel, including chat, social, SMS, and even voice. You can’t change time-zones per user and that can get confusing for multi-national teams.”. 4.7 / 5 (Capterra).

Comparison 130

Comparison System Knowledge Base Omni-Channel 130

Eptica

FEBRUARY 1, 2017

Régine, you gave a fascinating speech at the Eptica 2016 Customer Day , looking at how digital transformation is impacting consumer behavior and expectations. We now have a multi-device, multi-screen and multi-channel environment. I am convinced that channels are not interchangeable from the customer point of view.

Technology 48

Technology Multi-Channel Self Service Consumers 48

Pointillist

NOVEMBER 11, 2019

For example, imagine that a CRM system notes only a customer’s home number. Measure First Call/Contact Resolution with Journey Analytics As customers increasingly interact with businesses across multiple channels, organizations are shifting to measuring First Contact Resolution instead of First Call Resolution.

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

Kayako

JANUARY 5, 2017

In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Customer expectations are changing; each time you add another channel, you offer another way for a customer to engage with you. Customers expect support to be available 24/7.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

Eptica

DECEMBER 9, 2016

Date: Friday, December 9, 2016 What’s the state of European customer service? Published on: December 09, 2016. Key to getting it right first time is arming agents with the right information so that they can respond quickly, confidently and consistently, across every channel. But how does it vary between different countries?

Customer Service 48

Customer Service Multi-Channel Consumers Knowledge Base 48

Eptica

FEBRUARY 2, 2016

Date: Wednesday, February 3, 2016 Making the change from call center to contact center. Published on: February 03, 2016. Things have obviously moved on since then as email, and more recently digital channels such as social media and chat , have become a regular part of managing customer service delivery.

Omni-Channel 48

Omni-Channel Contact Center Call Center Self Service 48

Eptica

SEPTEMBER 1, 2016

Date: Thursday, September 1, 2016 Are you joining the dots when it comes to customer service? Published on: September 01, 2016. Author: Pauline Ashenden Today’s consumers want the freedom and flexibility to make contact using whichever channel they choose – and get a fast, helpful response to their query.

Customer Service 48

Customer Service Multi-Channel Social Media Knowledge Base 48

Eptica

AUGUST 31, 2016

Date: Wednesday, August 31, 2016 Are you joining the dots when it comes to customer service? Published on: August 31, 2016. Author: Pauline Ashenden Today’s consumers want the freedom and flexibility to make contact using whichever channel they choose – and get a fast, helpful response to their query.

Customer Service 48

Customer Service Multi-Channel Social Media Knowledge Base 48

Kustomer

FEBRUARY 25, 2020

According to a 2016 study by Forrester, superior CX drives superior revenue growth in industries where customers can easily switch to competitors that deliver a differentiated customer experience. This is an example of “System 1” thinking and the impact of this “System 1” thinking from your customers is a powerful double-edged sword.

Customer Experience 59

Customer Experience Omni-Channel Customer Centricity Multi-Channel 59

Currency Alliance

MAY 9, 2022

The shift to API-first software is the biggest business opportunity of the digital era, since it allows enterprises to serve customers in a smooth and consistent manner via multiple digital and physical channels, and allows customers to choose how they engage with a brand. . Currency Alliance has been working with blockchain since 2016.

Loyalty 52

Loyalty Technology Loyalty Programs Multi-Channel 52

Eptica

MAY 11, 2016

Date: Wednesday, May 11, 2016 Moving off the customer service treadmill. Published on: May 11, 2016. Let your customers use their channel of choice There is a growing number of channels available for customer service, from the telephone and email to the web, social media and chat.

Self Service 48

Self Service Customer Service Multi-Channel Social Media 48

Eptica

DECEMBER 21, 2016

Date: Wednesday, December 21, 2016 Reducing customer service stress at Christmas. Published on: December 21, 2016. Build empathy The vast majority of interactions between customers and brands are now digital, through channels such as email. Author: Anne-Merete Jensen Christmas is a stressful time.

Customer Service 48

Customer Service Multi-Channel Self Service Social Media 48

Currency Alliance

DECEMBER 20, 2022

During the covid-19 pandemic, we saw brands offer points for purchases across new sales channels, and the ability to stay engaged with the loyalty program – even if purchase volume or frequency dropped. For those who have not considered this, let me share an example. More on this below.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52

SurveySparrow

OCTOBER 25, 2019

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. One of the best examples of establishing an emotional connection with the customers is Zappos. Omni-channel Approach. What is Omni-channel? Customer Experience Strategy #9.

Omni-Channel 77

Omni-Channel Strategy Customer Experience Customer Journeys 77

Eptica

AUGUST 3, 2016

Date: Wednesday, August 3, 2016 Coping with the switch from phone to digital customer service. Published on: August 03, 2016. New research by contact center analysts, Contact Babel , in the US and the UK highlights how consumer usage of channels is changing and the pressure it is putting on organizations.

Self Service 48

Self Service Customer Service Contact Center Multi-Channel 48

Bold360

DECEMBER 4, 2016

So how can customer support centers within the travel industry better plan for the 2016 holiday season? For example: ski destinations require lift tickets, equipment, lessons etc. Provide Multi-Channel (or Better yet, Omni-channel) Support.

Omni-Channel 40

Omni-Channel Travel Call Center Self Service 40

Avaya

AUGUST 15, 2016

Take the top 4 professional sports leagues in North America: NFL, NBA, NHL, and MLB (Statista 2016). Contact Center: Streamlines communications channels to identify fan-to-venue and fan-to-club relationships. But how do sports clubs and stadium operators ensure that they’re getting their piece of the industry pie? The complex covers 1.18

Data 40

Data Sports Multi-Channel Trends 40

Alida

JANUARY 13, 2017

According to a 2016 study by Deloitte and the CMO Council , only a small minority of marketing leaders have made significant progress in improving CX. CMOs must set the example by ensuring every team member knows how to reach out and learn from buyers. For example, I just ordered a calendar from an online photo service.

Omni-Channel 50

Omni-Channel Marketing Customer Experience Multi-Channel 50

Grade.us

JULY 9, 2020

Multi-site companies can also leverage local SEO for each of their different locations. And a 2016 study by Google revealed that 76% of people making a local search visit a business within 24 hours, with 28% of these visits resulting in a purchase. Why is local SEO important? If someone does a branded search for your business (i.e.,

How To 29

How To Effort Score Social Media Customers 29

Currency Alliance

OCTOBER 27, 2017

Many examples demonstrate how reducing barriers (complicated rules), collaboration (networking with partners), opening up markets (greater liquidity), and embracing common standards (reduced complexity) has enabled other markets to grow (quite significantly) for everyone. For example, Ryanair carried just over 1 million passengers in 1993.

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45

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. Daisy Jing, 27 years old, founded and bootstrapped a now multi-million beauty product line called Banish. Salesforce recently released the 2016 edition of the State of Marketing report.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40