CX University

MARCH 11, 2024

Best Practices for Measuring Campaign Success In today’s complex marketing landscape, the ability to analyze omnichannel data effectively is essential for businesses seeking to measure the success of their marketing campaigns.

Omni-Channel 52

Omni-Channel Analysis Data Touchpoint 52

Quadient

JUNE 22, 2022

Consumers expect frictionless experiences that are timely and relevant, yet many organizations struggle to meet this standard, especially in an omni-channel world of increasingly diverse channel preferences. .

Omni-Channel 52

Omni-Channel Multi-Channel Communication Roadmap 52

Oracle

FEBRUARY 21, 2019

On March 20, 2019 at Oracle Modern Customer Experience in Las Vegas, the 13 th annual Markie Awards ceremony will take place, where winners in 14 categories of marketing and customer experience excellence will be announced. Ready to register for Oracle Modern Customer Experience 2019? Listed below are the 2019 Markie Finalists.

Omni-Channel 75

Omni-Channel Meeting Conference ROI 75

Second to None

JULY 17, 2020

Here is how you can begin: Omni-Channel Patient Personalization. Billion in 2019. With these new technologies emerging, patients are seeking a consistent experience across in-person and digital experiences. . These changes are likely to continue to occur as the pandemic and technology are evolving.

Omni-Channel 62

Omni-Channel Healthcare Industry Wait Times 62

BlueOcean

AUGUST 9, 2021

The adoption rate of new and evolving technologies accelerated at unseen speeds—resulting in 10 years’ worth of change within a mere 10 months. Contact center technologies are certainly in the mix of acceleration. We dug into their sentiments and expectations about the future of five key contact center technologies.

Contact Center 156

Contact Center Technology Self Service Analytics 156

NICE inContact

OCTOBER 18, 2019

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Featuring a thorough evaluation of cloud providers by one of the independent analyst firms in the industry, the report is an invaluable tool for contact center leaders considering new technology investments.

Contact Center 120

Contact Center Self Service Omni-Channel Call Center 120

Kitewheel

JUNE 20, 2019

2019 Highlights. Here at Kitewheel, we just released the State of Customer Journey Report 2019. In the State of Customer Journey 2019 Report , we go into even further detail about which journeys are thriving and how they are changing with time. Customer Journey Maturity Drives Omni-Channel Adoption.

Customer Journeys 45

Customer Journeys Omni-Channel B2C B2B 45

Kustomer

DECEMBER 20, 2019

The final days of 2019 are drawing to a close, and that means it’s time for Kustomer’s year-end wrap up. Here are some of the most memorable highlights: Top Customer Service Trends of 2019. Omnichannel Not Multichannel. Achieving true omnichannel support was a focus of many organizations in 2019.

e-support 93

e-support Omni-Channel Case Study Comparison 93

Kustomer

NOVEMBER 4, 2020

Here’s a closer look at how both technologies can automate business functions and boost CX: Chatbots. billion in 2019 to $9.4 More Businesses Will Switch to an Omnichannel Approach. Customer experience is becoming complex, with 51% of businesses using at least eight channels for CX alone. billion by 2024.

Omni-Channel 140

Omni-Channel Customer Experience Chatbots e-support 140

TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. As the technology matures, many companies will inevitably look for holistic AI solutions that unify customer and operational data to achieve the most valuable and actionable insights.

Technology 122

Technology Customer Service Contact Center Gamification 122

Oracle

JANUARY 15, 2019

The SmarterCX team is on location at NRF 2019: Retail’s Big Show in New York City this week getting an inside look at the latest in retail customer experience trends and technology. Here are some of the hottest trends, technology, and takeaways from NRF 2019. An up-close look at advancing technology.

Retail 100

Retail Customer Experience Omni-Channel Trends 100

Pink Guava

DECEMBER 21, 2018

We found that for most of the organisations in India, Digital Experience is creating more engagement Digital Experience doesn’t mean only an interactive website but an omni-channel presence along with processes, systems that enhances Customer Experience through personalised offerings with easy availability and thus reduced effort.

Omni-Channel 40

Omni-Channel Trends Customer Experience Social Media 40

Kitewheel

JANUARY 9, 2019

There is a lot of buzz around Customer Data Platforms (CDPs) for 2019. Gartner says, “A CDP (or Customer Data Platform) is a marketing system that unifies a company’s customer data from marketing and other channels”. Meanwhile, the new CMO is going to be successful by replacing these failed projects with a shiny new technology.

Omni-Channel 40

Omni-Channel Data Technology System 40

Oracle

DECEMBER 5, 2019

Omnichannel is set to move front and center as part of customer experience (CX) strategy in 2020. Still a relatively nascent concept, it grew in prominence in 2019 but companies haven’t fully embraced it yet in a widespread manner. The global omnichannel retail commerce platform market is expected to grow to $11.1

Omni-Channel 74

Omni-Channel Trends e-support Ecommerce 74

CSM Magazine

MAY 19, 2020

Puzzel, a leading cloud-based contact centre software provider, has announced that London’s largest further education college group, Capital City College Group, has successfully implemented Puzzel’s omni-channel customer service solution including the latest AI-powered Agent Assist technology.

Omni-Channel 52

Omni-Channel Groups Brands Abandon Rate 52

ShepHyken

MARCH 3, 2019

This article focuses on home appliances, like TV’s, thermostats, and more, but it will give you insights into how some things we thought were space-aged technology just a few years ago are now reality. 4 Brands That Mastered the Omnichannel Experience by Erin Ollila. Some companies do this better than others.

Customer Service 93

Customer Service Omni-Channel Customer Retention Case Study 93

InteractionMetrics

APRIL 4, 2019

April 2019: Catch customer experience speaker, Martha Brooke at 2 national conferences: Operations Summit in Columbus, OH and the Smart Customer Service track of CRM Evolution in Washington, DC. In addition, she’ll moderate a panel on how to improve customer service in omni channel environments.

Omni-Channel 40

Omni-Channel Conference Customer Experience CRM 40

Oracle

FEBRUARY 20, 2019

At NRF 2019 , we asked retail leaders, “What are the top retail trends in 2019?” ” From extended reality and actionable artificial intelligence to autonomous checkout, hear about 10 of the hottest retail trends and technologies they see making a difference in shopping experiences this year. All rights reserved.

Retail 89

Retail Trends Competitive Advantage Consulting 89

Oracle

DECEMBER 18, 2019

Customer experience headlines in 2019 brought us new information regarding customers’ desires and motivations, technology that’s changing the way we interact with customers and with each other, and insights into what some brands and practitioners are doing right, and where others have room for improvement. The sky is blue.

Customer Experience 54

Customer Experience Omni-Channel Conference Infographics 54

Avaya

JULY 8, 2019

You can focus on the many crucial aspects of contact center transformation—AI-enhanced desktop, omni-channel, contextual analytics—while applying AI to other departments that are not as likely to be using the technology. The post The State of AI in the Contact Center 2019 appeared first on Avaya Connected Blog.

Contact Center 45

Contact Center Omni-Channel Analytics CRM 45

Joe Rawlinson

JUNE 1, 2016

As Internet speeds increase and technology becomes more sophisticated, customer expectations of companies’ online performances have also risen. Omni-Channel Support Options. In fact, many who ask a company a question or leave a complaint on a social channel expect a reply within an hour. In 2015, 47 percent of U.S.

Omni-Channel 60

Omni-Channel Customer Expectations Meeting Multi-Channel 60

Oracle

MARCH 19, 2019

SmarterCX presents the Smarter Demos series , a 2-minutes-or-less look at some of the most innovative CX technologies and how they work. In this 5th video on the Smarter Demos series, we take a look at some of the latest in omnichannel retail technology. Watch our interview and read the transcript below. SmarterCX: Hi everyone.

Omni-Channel 40

Omni-Channel Retail Consulting Video 40

ShepHyken

MARCH 18, 2019

Why Omnichannel is the Future of Customer Interactions (And How You Can Get Started) by Josh Brown. My Comment: The technical term “omnichannel” is really about a customer being able to connect with a company through any means they desire; phone, social media, messaging, etc. Here’s some sound ideas that will help you on that journey.

Net Promoter Score 86

Net Promoter Score Customer Service Omni-Channel Customer Centricity 86

CSM Magazine

APRIL 15, 2020

Today, the company combines omni-channel technology with artificial intelligence capabilities to provide comprehensive, end-to-end customer interaction solutions in an age of digitization.

Omni-Channel 52

Omni-Channel Employee Engagement Engagement Contact Center 52

Oracle

NOVEMBER 12, 2019

This is a preview of the ebook “ 3 Customer Experience Essentials for Today’s Shoppers – And How to Thrive in the Experience Economy “ Omnichannel optimization is essential for success with 21st century shoppers. Neglecting to optimize for mobile is among the top omnichannel marketing mistakes.

Omni-Channel 45

Omni-Channel Loyalty Social Media Ecommerce 45

NICE inContact

OCTOBER 17, 2019

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Featuring a thorough evaluation of cloud providers by one of the independent analyst firms in the industry, the report is an invaluable tool for contact center leaders considering new technology investments.

Contact Center 120

Contact Center Report Tools Industry 120

Oracle

APRIL 30, 2019

SmarterCX presents the Smarter Demos series , a 2-minutes-or-less look at some of the most innovative CX technologies and how they work. In this 11th video on the Smarter Demos series, we take a look at some of the latest in omnichannel retail technology. Watch our interview and read the transcript below.

Trends 69

Trends How To Retail Omni-Channel 69

SmartMessage Blog

DECEMBER 30, 2019

2019 was a year where we experienced technology’s growing impact on marketing again. Technology will work even closer with marketing. Even though we will experience ongoing progress in new tech, channels like email and mobile will still be effective in delivering expected results. What is Omnichannel Marketing?

Trends 40

Trends Technology Marketing Omni-Channel 40

Martin Hill-Wilson

JANUARY 29, 2016

Right now I can see three genuinely transformational technologies on offer for forward thinking contact centres. Visual IVR becomes the GUI of choice: delivering omni-channel fluency together with an infinitely more intuitive way of engaging with service options, relative to its audio equivalent. It’s on the 26/27th.

Omni-Channel 40

Omni-Channel Roadmap Self Service Customer Journeys 40

BirdEye

OCTOBER 16, 2020

Technology (surprise, surprise). With human-to-human interactions hampered, credit unions had to quickly shift to incorporate multiple touchpoints across different channels to retain and serve members. It’s hard to think of a better motivation to improve operations with the use of technology than this moment.

Technology 98

Technology Marketing Banking Financial 98

Interactions

JANUARY 16, 2019

We wrapped up 2018 with a look back at the year’s biggest customer care trends , and we’re excited to see what 2019 has in store for the technology industry. So, 2019 may be the year we see more companies ditching the DIY effort and turning to the IVA experts. Conversational AI. Rethinking success.

Trends 59

Trends Chatbots Omni-Channel Customer Care 59

Oracle

JULY 25, 2019

Oracle OpenWorld 2019 will take place September 16-19 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. Omnichannel Innovation: Building Your Path to the Future. You can also view the full CX session catalog here.

Omni-Channel 60

Omni-Channel Retail Leadership Innovation 60

transcosmos Information Systems

OCTOBER 2, 2018

Of course, having an omni-channel customer service requires more than just creating accounts on online platforms. We included a more in-depth discussion on setting up a true omni-channel customer experience in a previous post, so check that out. Moving Forward to 2019 and Beyond. Get in touch before they do.

Omni-Channel 48

Omni-Channel Customer Service Multi-Channel Self Service 48

NICE inContact

SEPTEMBER 25, 2019

What do companies report after they move their contact center technology to the cloud? The latest results and analysis can be found in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. If your curiosity is piqued, download our complimentary eBook now to learn more about contact center technology in the cloud.

Contact Center 136

Contact Center Call Center Omni-Channel eBook 136

NICE inContact

MAY 23, 2019

We live in an omnichannel customer service world now. Emerging technologies and changing consumer demands fundamentally have shifted the way businesses interact with their customers. Measuring satisfaction levels with specific channels is one input to this process. This is the nature of life in the digital age.

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

CSM Magazine

FEBRUARY 25, 2020

Today, the company combines its omni-channel technology with artificial intelligence capabilities to provide comprehensive, end-to-end customer interaction solutions in an age of digitization.

Chatbots 59

Chatbots Insurance Omni-Channel Company 59

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. One way to align these two things is by providing omnichannel engagement or employing a contact center CRM. . What is omnichannel engagement? .

Customer Journeys 122

Customer Journeys Brands Sales Contact Center 122