CSM Magazine

JUNE 7, 2023

By now, you’re probably already familiar with the term “omnichannel” applied to customer service. In this article, we dive into definitions, benefits, and use cases to help you really understand what omnichannel means and how you can leverage omnichannel services to unify and improve customer and employee experience.

Omni-Channel 98

Omni-Channel Customer Service Social Media Banking 98

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. Understanding Customer Experience Management (CEM) Let’s start at the beginning.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

ShepHyken

JULY 24, 2018

Not being a big conglomerate or brand shouldn’t stop you from delivering a great experience. In the omni-channel world we live in, great customer experience is more than just great service on the phone or in store. Why must you focus on your employee experience first?

Omni-Channel 76

Omni-Channel Competitive Advantage Employee Experience Loyalty 76

ShepHyken

JULY 24, 2018

Not being a big conglomerate or brand shouldn’t stop you from delivering a great experience. In the omni-channel world we live in, great customer experience is more than just great service on the phone or in store. Why must you focus on your employee experience first?

Omni-Channel 48

Omni-Channel Competitive Advantage Employee Experience Loyalty 48

Bold360

MAY 26, 2020

In its broadest meaning, customer experience is the subjective impression (always viewed from the customer’s perspective) a brand makes from the totality of interactions, resulting in how a customer thinks of a brand across every stage, channel and touchpoint of the customer journey.

Self Service 52

Self Service Customer Experience Net Promoter Score NPS 52

ECXO

NOVEMBER 16, 2023

Article originally posted at: [link] How AI and GenAI Are Shaking the Status Quo in Customer Experience (CX) As you know, the potential for artificial intelligence and generative artificial intelligence (GenAI) to transform every part of customer experience, and everything surrounding us, is electrifying. He holds an MBA at J.L.

Customer Experience 62

Customer Experience Chatbots Self Service Touchpoint 62

Call Experts

JANUARY 15, 2020

Ensuring personalized employee service experiences through the latest gadgets. Maintain high Employee Service Index. Adopt a consumer-centric model for employee experiences. . Improved employee productivity. Reduced turnover cost for employees. Impact of Customer Experience on Churn and Retention.

System 72

System Contact Center Call Center Customer Journeys 72