SuiteCX

JUNE 16, 2017

Retailers will continue to struggle with an “omni channel” existence, trying to determine the perfect balance of physical presence and digital touch. What are the critical areas: Shared ownership of the Omni-channel Experience. Use advanced analytics and machine learning to provide contextually relevant messages.

Omni-Channel 124

Omni-Channel Retail Industry Multi-Channel 124

SuiteCX

JUNE 16, 2017

Retailers will continue to struggle with an “omni channel” existence, trying to determine the perfect balance of physical presence and digital touch. What are the critical areas: Shared ownership of the Omni-channel Experience. Use advanced analytics and machine learning to provide contextually relevant messages.

Omni-Channel 100

Omni-Channel Retail Multi-Channel Social Media 100

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

Representatives from Khoros Marketing, Care, Communities, and Strategic Services outlined everything users can now leverage — along with what they can look forward to, in an extensive product roadmap session. Custom calculations to align analytics to the business. Expanded omni-channel CSAT and NPS surveys. Khoros Care.

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. Playing the CX long game.

Contact Center 120

Contact Center Omni-Channel Roadmap Analytics 120

Lithium

APRIL 12, 2022

Plus, agents can handle voice interactions in the same, familiar Khoros interface they use to handle digital channels. With the addition of this voice integration, Khoros is closing the omnichannel loop! Marketing Comparative Analytics. ICYMI These features released recently, but just in case you missed them. Secure Forms.

Omni-Channel 52

Omni-Channel Innovation Contact Center Customer Service 52

Lithium

SEPTEMBER 13, 2019

Representatives from Khoros Marketing, Care, Communities, and Strategic Services outlined everything users can now leverage — along with what they can look forward to, in an extensive product roadmap session. Custom calculations to align analytics to the business. Expanded omni-channel CSAT and NPS surveys. Khoros Care.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

Lithium

SEPTEMBER 13, 2019

Representatives from Khoros Marketing, Care, Communities, and Strategic Services outlined everything users can now leverage — along with what they can look forward to, in an extensive product roadmap session. Custom calculations to align analytics to the business. Expanded omni-channel CSAT and NPS surveys. Khoros Care.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

AWS Machine Learning

NOVEMBER 15, 2023

Principal is conducting enterprise-scale near-real-time analytics to deliver a seamless and hyper-personalized omnichannel customer experience on their mission to make financial security accessible for all. They are processing data across channels, including recorded contact center interactions, emails, chat and other digital channels.

Financial 111

Financial Omni-Channel Groups Analytics 111

CSM Magazine

SEPTEMBER 14, 2023

A key insight from the research is that success starts with the fundamentals of customer service, and the importance of focusing on a strategic roadmap to meet the needs of each consumer rather than the appeal of new technologies,” said Ryan Collins, Vice President of CXM at Conduent. “At email, chat, live, social, etc.)

Consumers 59

Consumers Self Service Multi-Channel Ecommerce 59

Happy or Not

JANUARY 3, 2022

As the growth of customer interactions in the digital space keeps on accelerating, a remarkable omnichannel experience is a critical success factor. A glimpse of our future roadmap. A study by McKinsey shows there’s a strong link between opening physical stores and increased traffic to the retailer’s digital sites.

Omni-Channel 69

Omni-Channel Ecommerce Loyalty Programs Roadmap 69

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

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. By the way, did you know that Lumoa’s analytics is powered by AI?

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Thematic

APRIL 3, 2024

This will be accomplished by proactively addressing critical navigation issues identified through user surveys and app analytics. Since mobile is our primary channel for new purchasers, improving this customer experience will support the likelihood of repeat purchases." ” 2.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

Quadient

MAY 20, 2022

He joined Quadient in 2019 and leads the portfolio vision and roadmap for Quadient CXM. He and his team are responsible for making sure Inspire and Quadient Cloud meet the needs of businesses for managing omnichannel communications to improve customer engagement and improve experiences across key journeys. Customer Communications.

Communication 52

Communication Guidelines Roadmap Healthcare 52

SurveySensum

AUGUST 3, 2023

Opt for robust analytics and reporting features. and share them across multiple channels such as email, WhatsApp, In-App, CRM, and more. Moreover, its Text Analytics analyzes thousands of gathered feedback in one go and gives your top trends and sentiments to close the loop in time. Prioritize security and privacy measures.

B2B 52

B2B Software Feedback NPS 52

Think Customers

DECEMBER 13, 2021

Here’s a refresher of 6 transformation roadmap steps to help deliver exceptional customer experiences and set your brand apart in the marketplace. Modern customer expectations call for true omnichannel customer experiences. Consider adding Voice of Customer (VoC) , analytics , interviews, and polls to your arsenal of feedback tools.

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

Playvox

JANUARY 11, 2024

While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). Reporting and Analytics No improvement cycle is complete without the ability to analyze outcomes and performance and share reports with teams and business leaders.

Call Center 52

Call Center Management Contact Center Omni-Channel 52

SurveySensum

DECEMBER 4, 2023

Using the Right Tools: Invest in tools that make feedback collection and management seamless, like SurveySensum, HubSpot CRM, or Google Analytics. It’s like putting together puzzle pieces—each piece (or channel) gives you a bit of the picture, and when you combine them, you see the whole thing better.

Feedback 52

Feedback Strategy Net Promoter Score Social Media 52

ViiBE Blog

JULY 22, 2022

Better decision making: with a CRM, you can track your data and analytics to make better decisions about your business. Omnichannel CRMs An omnichannel CRM is a CRM system that allows you to manage your customer interactions across all channels. What are the best uses for your CRM?

CRM 52

CRM Social Media Omni-Channel e-support 52

CSM Magazine

JANUARY 11, 2016

Investment is needed to integrate digital customer service but many organizations think that deploying a full omni-channel solution is complicated. You can also reduce costs and benefit from economies of scale with a solid roadmap. Using a social customer service tool with analytics will be a big help here.

Social Media 40

Social Media Omni-Channel Tips Customer Service 40

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

SurveySparrow

SEPTEMBER 25, 2023

To grasp the concept of the customer experience lifecycle, imagine it as a roadmap. Omnichannel Experience Imagine starting a conversation with a brand’s chatbot on their website to inquire about a product. Data Analytics Using data is like having a special tool to help make things better for your customers.

Customer Experience 52

Customer Experience Social Media e-support Omni-Channel 52

ECXO

NOVEMBER 16, 2023

Predictive analytics are being used to anticipate customer needs, identify likely issues and and work out what comes next. Any technology that makes CX poorer has no place on the roadmap. Then ChatGPT happens. By 2026, two-thirds of business leaders expect to adopt GenAI to enhance customer service, according to Insight Enterprises.

Customer Experience 62

Customer Experience Chatbots Self Service Touchpoint 62

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

SurveySensum

FEBRUARY 14, 2024

Reporting and Analytics: Prioritize tools offering robust reporting and analytics features to analyze and interpret feedback data effectively. Text Analytics: With SurveySensum’s Text Analytics feature, gain quick insights from real-time employee feedback. Analyze hundreds and thousands of text responses swiftly.

Tools 52

Tools Feedback Analysis Survey 52

Gainsight

JANUARY 8, 2021

Alignment practices continue to be critical in the roadmap and feature development prioritization for Adobe. “Because of these efforts, it continues to be so critical in roadmap and feature development.” Analytics-Driven Success. Their programs, no matter the channel, are developed through the eyes of the customers.

Sports 52

Sports Effort Score Tips Analytics 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

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. They were sold on the idea of omnichannel engagement, but their operations didn’t back it up — what use are all the channels in the world if your customer’s story and data are kept in silos?

Omni-Channel 131

Omni-Channel Social Media Average Handle Time Knowledge Base 131

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

JULY 11, 2023

A PWC retailing report found that the number of companies investing in the omnichannel customer experience has jumped from 20% to more than 80% to deliver the same customer experience at all touchpoints. Leverage Technology and Data Analytics Technology is the secret ingredient that helps brands enhance customer experience.

Brands 83

Brands Customer Experience Effort Score Rewards Programs 83

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

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Long-term actions are based on the analytics results of the customer feedback. Both groups of technologies can be utilized to make analytics more actionable. Why is NPS ® going up or down?

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. They were sold on the idea of omnichannel engagement, but their operations didn’t back it up — what use are all the channels in the world if your customer’s story and data are kept in silos?

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

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

SurveySparrow

JUNE 2, 2023

Use analytics tools to track customer behavior on your site. Our omnichannel experience management platform can help you gather invaluable customer feedback, analyze it, and implement actionable changes that can take your ecommerce experience from good to great. This is where data comes in. Which pages do they spend the most time on?

Ecommerce 52

Ecommerce Roadmap e-support Customer Experience 52

SurveySparrow

JULY 23, 2023

Rich Insights: Analyze responses in depth with detailed reporting and analytics. Advanced Text Analytics : Use AI to analyze open-text feedback and extract actionable insights. Medallia Imagine having a roadmap for each customer’s journey. Text Analytics : Transform text responses into structured data for analysis.

Customer Experience Management 52

Customer Experience Management Tools CEM Omni-Channel 52