2018 Consumers Omni-Channel White Paper 
Team HGS
FEBRUARY 6, 2018
2018 Trend 1: Digital Channels Finally Overtake Voice. HGS recently released a white paper on this year’s top 10 trends in customer service. Mobile driven interaction management —in-app messaging, chat, SMS, and social—have become foundational components of an omnichannel strategy. Here, we dissect CX Trend No.10:
datastax
AUGUST 22, 2019
But what we do know is that consumers have high expectations—all the time—and that a business must have a flawless inventory management strategy to keep up. . For example, Macy’s recently faced a significant increase in traffic for its ecommerce site and omnichannel catalog—both of which were growing rapidly. READ NOW.
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Hallmark Business Connections
AUGUST 11, 2021
According to the ANA/DMA Response Rate Report 2018 , “Direct mail still pulls a higher response rate than any digital direct marketing medium. Create a seamless omnichannel experience. In today’s crowded digital landscape, consumer attention comes at a premium price. 5 ways to harness direct mail’s potential.
TechSee
DECEMBER 12, 2017
To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints. To enable this omnichannel experience, companies and customer service operations are integrating new technologies, and upgrading their existing ones.
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
NICE inContact
NOVEMBER 9, 2018
We surveyed over 2000 consumers in the United States, United Kingdom and Australia. Only about a third of consumers are happy with their last interaction. These digital channels are highly preferred because they are considered more convenient.
Kustomer
APRIL 30, 2020
First, when executives are asked what their customer service strategies are, they repeat all the typical buzzwords; such as omnichannel, effortless, digital, connected, etc. The next challenge for companies to develop punk CX is to keep evolving with their consumers. – all responding in similar ways. And they go, right, okay.
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