Topdown

MARCH 21, 2017

Here’s an interesting Forbes article on customer experience (CX) by Shep Hyken ( @Hyken ): Moving from Omni-Channel to a Channel-less Experience. I really like this forward-looking vision of channel-less CX.

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InMoment XI

MAY 13, 2015

View Article I memorized it in an attempt to impress the cute girl in the first row. The girl moved on, but the phrase stayed with me. Knowledge itself is power. I never really knew the prophetic power.

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InMoment XI

MAY 13, 2015

View Article I memorized it in an attempt to impress the cute girl in the first row. The girl moved on, but the phrase stayed with me. Knowledge itself is power. I never really knew the prophetic power.

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InMoment XI

MAY 13, 2015

View Article I memorized it in an attempt to impress the cute girl in the first row. The girl moved on, but the phrase stayed with me. Knowledge itself is power. I never really knew the prophetic power.

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GetFeedback

AUGUST 25, 2016

Omni-channel customer support improves the customer experience one ticket at a time. Customers want personalized experiences with companies.

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CSM Magazine

MAY 30, 2023

Managing the hand-over from bot to agent is like taking part in a relay race. Jim Davies at Calabrio outlines 3 winning strategies for a seamless customer experience that are guaranteed to take you over the finish line in a record-setting way.

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GetFeedback

JULY 23, 2018

Learn how to engage your prospects and improve your customer experience through an omni-channel customer journey map.

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Customer Journeys Omni-Channel Retail How To 150

NobelBiz

APRIL 23, 2024

The Rise of Omni-Channel Communication in Collections Consumers are accustomed to receiving seamless communication across all channels. This expectation has permeated the collections industry, leading to the adoption of omni-channel communication strategies. RELATED ARTICLE What is Call Center Compliance?

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GetFeedback

AUGUST 25, 2016

Omni-channel customer support improves the customer experience one ticket at a time. Customers want personalized experiences with companies.

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Omni-Channel Customer Experience Customers Company 150

Vonage

APRIL 2, 2019

Omni-channel technology can transform how well your contact center performs. It can redevelop how your agents are able to interact with customers, give your different contact channels a greater sense of unity, and allow you to unlock the true potential of your customer relationship management (CRM) system.

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Customer Bliss

SEPTEMBER 28, 2017

As I’ve been doing more episodes of my customer experience podcast , I’m increasingly hearing more stories about omni-channel collaboration and experiences. Seamless, end-to-end, omni-channel experiences are what customers crave now. I love that. That’s obviously critically important.

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Comm100

SEPTEMBER 23, 2021

Once customers decide to buy through a given channel, they don’t want to encounter barriers that keep them from completing the purchase. Given these mixed factors, this article aims to explore how your business can help customers through digital transformation. Provide Omni Channel Customer Interactions.

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BlueOcean

JANUARY 9, 2018

Artificial intelligence in the contact center is one significant piece of the puzzle that is omni-channel customer service. With integration between live chat, video chat, SMS, web forums, email, social, self-serve apps, and, of course, voice, the omni-channel experience must be seamless. Related Articles.

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ShepHyken

MARCH 21, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. And even though the article is focused on retail, this concept can work in almost any industry. Here are my top five picks from last week.

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Playvox

APRIL 21, 2023

What Is Omnichannel Customer Experience? First, it’s important to understand the difference between multichannel and omnichannel customer service centers. Both serve customers in multiple channels, but a multichannel environment doesn’t connect those channels — every interaction is siloed.

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GetFeedback

MAY 17, 2018

What to do: Optimize your knowledge base for mobile, measure article helpfulness with knowledge base surveys , and create alerts when it’s time to refresh knowledge base content. Which support channels do you offer, and which ones are customers most satisfied with? That means happier customers and fewer support cases for your team.

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Customer Satisfaction Omni-Channel Self Service Knowledge Base 207

NobelBiz

MAY 20, 2021

The post VIDEO & ARTICLE: Why Omnichannel Matters appeared first on NobelBiz®. Fred Stacey is one of the most influential voices in the Call Center space, and his culminating experience is helping organizations grow and improve every day.

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Playvox

JUNE 28, 2022

Customers now expect to do business with an omnichannel contact center that delivers consistent and seamless customer experiences regardless of the channel they use. This article will help guide the way. What Is An Omnichannel Contact Center? Related Article: How To Choose The Right Channels For Your Omnichannel Strategy.

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GetFeedback

SEPTEMBER 5, 2018

Omnichannel is more than a buzzword. It represents a shift in the way we companies engage customers. Learn why more and more brands are adopting it.

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Help Scout

DECEMBER 15, 2023

In this article, we’ll take a closer look at omnichannel retail, discuss successful (and not so successful) examples, identify emerging trends, examine its impact on customer experience, and recommend ways you can effectively measure its success. Read the full article

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ClearAction

DECEMBER 30, 2017

In this article series we’ve discussed the quandaries and solutions for 10 types of customer experience silos: organizational, channels, systems, data, processes, vision, assumptions, goals, metrics, and handoffs. How to Solve Customer Experience Silos.

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Playvox

FEBRUARY 27, 2023

With one of the largest market shares in the contact center industry, Salesforce is the go-to option for contact center leaders around the world to manage customer support cases, and an omnichannel approach to CX, including voice, chat, email and SMS messaging.

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CSM Magazine

FEBRUARY 29, 2024

Personalizing omnichannel experiences involves tailoring your interactions with customers across multiple channels to meet their unique needs and preferences. Here are some tips on how to personalize omnichannel experiences: 1. This will improve the customer experience and reduce response times.

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GetFeedback

JULY 25, 2018

By delivering one consistent support experience across support channels, companies can differentiate and succeed. Learn why omnichannel support is the way.

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CSM Magazine

JANUARY 2, 2024

In this article, we will explore how casinos can use data analytics to enhance high roller customer service and ultimately drive business success. Creating a Seamless Omni-Channel Experience High rollers often engage with casinos through multiple online channels.

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CSM Magazine

SEPTEMBER 17, 2020

Omni-channel and Voice Functionality. Customers today expect a seamless omni-channel experience, whether on WhatsApp or a web chat or a phone call, and they want responses fast. COVID-19 has created urgency in shortening the time-to-ROI for Contact Center Automation.

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SmartMessage Blog

MARCH 24, 2023

This article will examine how we can achieve good results in omnichannel marketing and automation with ChatGPT. How Can ChatGPT Empower Omnichannel Marketing Strategies? Omnichannel marketing is the most important strategy feature for seamless experiences. Today, end users reach brands through various channels.

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Comm100

MAY 7, 2024

Adopt an omnichannel approach Customers today expect to communicate with businesses through their preferred channels, whether that’s email, live chat, social media, or phone calls. By offering support across a range of channels, you can meet customers where they are while streamlining customer service.

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SmartMessage Blog

MAY 16, 2023

This article will examine how we can achieve good results in omnichannel marketing and automation with ChatGPT. How Can ChatGPT Empower Omnichannel Marketing Strategies? Omnichannel marketing is the most important strategy feature for seamless experiences. Today, end users reach brands through various channels.

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Omni-Channel e-support Marketing How To 52

InMoment XI

SEPTEMBER 29, 2022

Check out this quick article. Strategy #2: Master Omnichannel Experiences. Retail banking customers today demand consistent, intuitive omnichannel experiences that are personalized and accessible anywhere. Wondering how you can refine your data-gathering strategy to leverage the right listening methods at the right time?

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PK

JANUARY 27, 2021

With more consumers staying at home, the omnichannel experiences they’re looking for are in stark contrast to previous years. […]. The post Unlocking omnichannel experience with Adobe appeared first on PK. Telecom has woken up to a much-changed consumer environment in 2021.

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CSM Magazine

FEBRUARY 14, 2020

Despite this, according to Nick Beardsley, Enterprise Director at Olive Communications , most organisations today still have no successful digital strategy in place, confusing multi-channel with omni-channel, or those that are embracing AI are merely scratching the surface of its potential to transform customer service.

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NICE inContact

FEBRUARY 14, 2018

Businesses today know that they need to create an omnichannel customer experience to meet the needs of consumers, who are looking to engage with companies anytime and through any method (i.e., channel), they choose. Read the original article in it’s entirety on ICMI.com.

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Peter Lavers

JANUARY 15, 2020

A recent blog on trust that was co-authored with Mark Hollyoake is highlighted in the article, and you can check out the other nineteen blogs/bloggers by clicking here. Please get in touch if you’d like Peter’s assistance with creating and improving a distinctive and profitable omni-channel 21st Century customer experience!

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NICE inContact

JUNE 7, 2018

To ensure that customer needs are met, businesses are prioritizing delivery of a true omnichannel experience, enabling each channel to work together cohesively with seamless transitions. Businesses believe they are delivering on the promise of omnichannel experiences, but this perception doesn’t align with those of their customers.

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ShepHyken

NOVEMBER 14, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. That stat probably applies to other social channels as well. Check out this article that expand on this information and more.

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CSM Magazine

NOVEMBER 8, 2023

Omni-Channel Customer Service – Let Your Customers Choose As technology evolves, so do your customers, and they go as crazy as you do to try a new application that just came out on the market. They are on email, Instagram, LinkedIn, Facebook, and even WhatsApp channels. To bridge this, you need omnichannel integration.

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