Martin Hill-Wilson

JANUARY 29, 2016

The first is Interaction Analytics which provides credible evidence of what goes on day in day out. 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. Some remains on the roadmap.

Omni-Channel 40

Omni-Channel Roadmap Self Service Customer Journeys 40

Lithium

DECEMBER 28, 2020

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Custom calculations to align analytics to the business. Expanded omni-channel CSAT and NPS surveys.

Omni-Channel 52

Omni-Channel Engagement Social Media Roadmap 52

NICE inContact

DECEMBER 17, 2018

At the heart of outstanding CX is a true multichannel or omnichannel approach to contact center service. Gartner’s latest Magic Quadrant for CCaaS [i] highlights the importance of omnichannel customer service capabilities to consistently deliver the highest quality CX with every interaction.

Contact Center 120

Contact Center Omni-Channel Roadmap Analytics 120

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Custom calculations to align analytics to the business. Expanded omni-channel CSAT and NPS surveys.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Custom calculations to align analytics to the business. Expanded omni-channel CSAT and NPS surveys.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

Lithium

MARCH 2, 2021

Khoros Roadmap Webinar | Resource Round-up | 2021 Q1. Introducing Topbox CX Analytics. This webinar includes a product demonstration of our newly acquired CX Analytics platform and augmenting existing Khoros solutions with omnichannel analytics. Marketing Roadmap Deep Dive Webinar. Save Your Spot!

Roadmap 52

Roadmap Analytics Resources Omni-Channel 52

Thematic

APRIL 3, 2024

Improved Product Development: Voice of the Customer data pinpoints desired features, unmet needs, and friction points in existing offerings, fueling innovation and ensuring your products genuinely resonate with your target market. Integrate this with quantitative data (CSAT scores, website analytics) to create a comprehensive picture.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

SurveySensum

AUGUST 3, 2023

Imagine you run a B2B marketing software company that provides innovative marketing solutions to small businesses. Opt for robust analytics and reporting features. and share them across multiple channels such as email, WhatsApp, In-App, CRM, and more. You have a great product that your team has worked tirelessly to develop.

B2B 52

B2B Software Feedback NPS 52

Think Customers

DECEMBER 13, 2021

Fast forward to 2022—successful brands who continue to grow, innovate, and advance in the digital space need to answer the question: Are we sticking to the human side of the experience? Here’s a refresher of 6 transformation roadmap steps to help deliver exceptional customer experiences and set your brand apart in the marketplace.

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

SurveySparrow

SEPTEMBER 5, 2023

Top 10 Trends in Automotive Customer Experience Trends are the roadmap guiding brands toward greater customer satisfaction and success. Advanced data analytics allow brands to anticipate customer preferences, recommend tailored features, and even suggest maintenance schedules based on individual usage patterns.

Automotive 52

Automotive Trends Strategy Customer Experience 52

Avaya

AUGUST 2, 2017

They’re challenged with evolving from legacy hardware to a services-based ecosystem that supports digital drivers like cloud, mobile, big data analytics, and social. In our experience, the reason for this is because an initial business discovery process was not sufficiently performed to put a strategic execution roadmap in place.

Roadmap 63

Roadmap eBook Exercises Strategy 63

Talkdesk

JANUARY 31, 2018

When Talkdesk puts together our long-term feature roadmap, we put a lot of thought into where contact center executives want to go in the future and build a product that will give them the tools they need to execute on their vision. Voice Analytics. Omnichannel. but information isn’t shared across channels.

Contact Center 56

Contact Center Customer Experience Omni-Channel Call Recording 56

Avaya

JUNE 9, 2017

” Well, we’d like to put a new-age spin on this: “If an organization implements a digital transformation plan without a strategic roadmap, does it have an impact?”. They’re challenged with evolving from legacy hardware to a services-based ecosystem that supports digital drivers like cloud, mobile, big data analytics, and social.

Roadmap 41

Roadmap Exercises Strategy Customer Engagement 41

SurveySensum

JANUARY 5, 2023

Upgrades your product roadmap. With Survicate, you can share the surveys across multiple channels. And it comes with hundreds of CRM, analytics, and customer support tools. . UseResponse is an omnichannel customer support software and combines 10+ communication channels, including email, Facebook, Twitter, WhatsApp, etc.

Tools 52

Tools Feedback Effort Score NPS 52

NobelBiz

AUGUST 28, 2023

Here’s a quick list of tech solutions that can get you on the right track: Omnichannel Customer Relationship Management (CRM) Systems centralize customer data and interaction history, enabling agents to deliver personalized and context-rich experiences regardless of the channel. Embrace an omnichannel approach. The answer?

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

NobelBiz

NOVEMBER 6, 2023

A Contact Center’s Toolkit of Automation Tools From Interactive Voice Response (IVR) to Chatbots, these innovations drive efficiency, enhance customer interactions, and boost agent performance. Now, let’s delve into the examples of the automation tools that can revolutionize your call center operations.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

Avaya

APRIL 24, 2017

This is where the ability to understand your data—specifically, customer journey analytics —becomes vital. Adopting customer journey analytics means businesses must now support a powerful, real-time visualization of the customer journey across all lines of business, not just the contact center.

Customer Journeys 59

Customer Journeys Analytics Multi-Channel Contact Center 59

SurveySensum

JULY 14, 2020

She is a Thought Leader, Keynote Speaker, and Published Author and is currently heading the Customer Intelligence Solutions at SAS where she is guiding organizations on the application of advanced analytics and artificial intelligence to harness customer insights and deliver relevant one-to-one experiences. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

CSM Magazine

JUNE 12, 2020

As retail automation technology takes quantum leaps forward (see Figure 3), companies that provide value-driven information across multiple touchpoints will differentiate themselves from those who employ single channel or siloed environments. Omni-channels. Artificial Intelligence.

Omni-Channel 52

Omni-Channel Customer Service Self Service Virtual Agent 52

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Strativity

APRIL 27, 2023

This article was written by Josh Verseput, SVP, Analytics. To get there, restaurants need to embrace change as a constant and then optimize, roadmap, and even blow some things up in order to respond faster and exceed customer needs. Material works with some of the largest and most innovative restaurant brands.

Roadmap 52

Roadmap Customer relationships Brands e-support 52

West Monroe

FEBRUARY 23, 2023

How can you break down siloes to innovate faster? And while approaches may vary, there is a roadmap to establishing a mandate for and culture of collaboration, followed by setting up the systems and structures that will make it a reality. That includes a roadmap for collaboration with these key features.

Leadership 52

Leadership Roadmap Culture Gamification 52

Qualtrics

FEBRUARY 18, 2020

Join Moira Dorsey to learn how to build your CX roadmap and plan your path to CX maturity. They’ll be taking to the mainstage in the afternoon to explore how the landscape is shifting in XM and show some of the innovations on the XM Platform that will change how you work in 2020. But why the slow progress? Don’t measure.

Omni-Channel 29

Omni-Channel Government Leadership Measurement 29

Currency Alliance

DECEMBER 4, 2023

To consider a loyalty topic to be a ‘trend’, it needs to be on the roadmap during 2024 for at least 25% of leading loyalty programs and on the radar for at least 50% of companies. Through 2024, we expect to see continued innovation, whereby loyalty points can be accepted as payment at little or no upfront cost, including in offline settings.

Loyalty 59

Loyalty Trends Data Marketing 59

Hero Digital

NOVEMBER 26, 2018

Most brands – even cutting edge, innovative companies – start with their data and technology siloed. Decentralized measurement creates disjointed marketing channels, where each brand message stands alone online, on a billboard, or in your store. Develop an Achievable CX Roadmap. is simply too complex for humans.

Strategy 46

Strategy Data Multi-Channel Roadmap 46

ClearAction

AUGUST 6, 2019

Product Marketing: Voice-of-the-customer data from new and existing customers guide innovation with product and development teams. Website Analytics: insights on what customers are trying to do online. Social Media Analytics: insights on what customers are saying to/about the company.

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

Currency Alliance

FEBRUARY 26, 2019

Many bells and whistles added in recent years are actually a distraction for customers – yet many cheerleaders in the industry blindly call it innovation. Getting that data out and into the enterprise CRM is challenging – if the vendor will even permit it – and that makes analytics difficult. Segmentation.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

ClearAction

SEPTEMBER 28, 2015

Predictive analytics is the Modeler’s domain, creating what-if scenarios for campaign strategies, customer segmentation, and many complex marketing decisions. Agile marketing is rooted in agile software design methodology, and agile innovation is in widespread use among R&D (research and development) departments.

Omni-Channel 59

Omni-Channel Marketing Policies Resources 59

ClearAction

SEPTEMBER 28, 2015

Predictive analytics is the Modeler’s domain, creating what-if scenarios for campaign strategies, customer segmentation, and many complex marketing decisions. Agile marketing is rooted in agile software design methodology, and agile innovation is in widespread use among R&D (research and development) departments. Share This!

Marketing 62

Marketing Omni-Channel Resources Policies 62

Comm100

FEBRUARY 6, 2018

Company Seeks Omnichannel Customer Support Software. Need : Customer service software, sales tools, omnichannel software, live chat software. Zendesk divides its software into separately priced sub-products, meaning that to get its full omnichannel functionality, you have to pay more. Company Seeks Tool for Advanced Marketers.

Software 106

Software Customer Engagement Engagement Omni-Channel 106

West Monroe

JUNE 20, 2022

Instead of looking down industry towers (providers, payers, and life sciences) at key trends and drivers of M&A and investment activity, we’re looking across them at digitally enabled platforms, products, data sets, and high value analytics through the lens of asset differentiation and the trends shaping portfolio value. Key trends.

Healthcare 52

Healthcare Trends Analytics Multi-Channel 52

West Monroe

JUNE 20, 2022

Instead of looking down industry towers (providers, payers, and life sciences) at key trends and drivers of M&A and investment activity, we’re looking across them at digitally enabled platforms, products, data sets, and high value analytics through the lens of asset differentiation and the trends shaping portfolio value.

Healthcare 40

Healthcare Trends Analytics Multi-Channel 40

West Monroe

JUNE 20, 2022

Instead of looking down industry towers (providers, payers, and life sciences) at key trends and drivers of M&A and investment activity, we’re looking across them at digitally enabled platforms, products, data sets, and high value analytics through the lens of asset differentiation and the trends shaping portfolio value. Key trends.

Healthcare 40

Healthcare Trends Analytics Multi-Channel 40