Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event. It is being held March 7-9th, 2016 in Orlando, Florida.

Omni-Channel 40

Omni-Channel Connections Contact Center Customer Experience 40

GetFeedback

FEBRUARY 12, 2019

This feature helps companies connect with modern customers on their favorite channel and collect even more customer experience data, giving them the insights they need to deliver great experiences and boost loyalty. In today’s world, customers are on the go and hyper-connected through their mobile devices. So how does it work?

Omni-Channel 236

Omni-Channel Transportation Comparison Survey 236

CSM Magazine

FEBRUARY 16, 2024

The event is focused on the processes used by call and contact centers, with showcases from over 200 different business representatives along with seminars by over 100 industry experts. On April 24th & 25th 2024 the event will be taking place at the Las Vegas Convention Center between 10 am and 4 pm each day.

Contact Center 52

Contact Center Industry Omni-Channel Call Center 52

OpinionLab

MAY 30, 2017

The reason I’m telling you all this, besides the fact that I love the movie and talk about it every chance I get, is that Indy’s non-impact on the final outcome of the film is eerily similar to an experience I had recently with a prominent omnichannel retailer. So how do you deliver great omnichannel CX?

Omni-Channel 60

Omni-Channel Ecommerce Retail Connections 60

Lumoa

JUNE 23, 2021

While these solutions will have the same ambition, CCaaS will focus on managing customer interactions intelligently by connecting to cloud-based applications that are chargeable on a monthly basis. This will allow your support staff to access the contact center system from any location and at any time to connect with customers.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

Solvvy

JANUARY 21, 2020

Today’s consumers are screen-shifters by nature, and it’s changed the customer journey to an omnichannel experience that incorporates many different devices and platforms. . Provide your customers with the tools to re-join a chat or skip the wait on a phone call in the event of a connection problem.

Omni-Channel 54

Omni-Channel Self Service Customer Experience Customer Service 54

SurveySensum

AUGUST 1, 2023

Building Lasting Connections: The Power of Customer Loyalty in Retail In today’s fast-paced and crazy competitive retail world, customer loyalty is like the secret sauce for staying ahead of the game. Shoppers now expect a consistent and connected experience, regardless of the channel they use to interact with a brand.

Retail 52

Retail Loyalty Connections Loyalty Programs 52

Cyara

MARCH 6, 2020

A quick Google search for where the best US March vacation spots are will return a result of Florida, which is probably why the organizers of the upcoming enterprise communications and collaboration event – Enterprise CONNECT 2020 – chose the warm, sunny, and absolutely beautiful location of Orlando to host this must-attend conference!

Connections 67

Connections Conference Communication Omni-Channel 67

Qualtrics

JUNE 4, 2021

According to our latest research, in-person events will overtake virtual events in popularity by 2022. Explore the findings of our global report, including what they mean for your region, and why a 'hybrid' event model will be most successful going forward. That's the finding from our latest report on the future of events.

Travel 49

Travel How To Study Report 49

Retently

APRIL 5, 2024

Retailers who understand and strategically use an omnichannel approach are more likely to build strong, lasting relationships with their customers. In-store events and demonstrations can also create memorable experiences that can’t be replicated online.

Retail 78

Retail Engagement Strategy Customer Experience 78

NobelBiz

FEBRUARY 14, 2022

Some call queues additionally support dynamic agent connections. During call peaks and high-volume phone calls, extra agents can connect their phones to queues to help other agents and ensure smooth service for callers. Some call queues additionally support dynamic agent connections.

Omni-Channel 52

Omni-Channel Contact Center Call Center System 52

Comm100

SEPTEMBER 14, 2022

Break down the barriers to connect. As schools attempt to reach prospective students and consider ideas for how to increase student enrollment, they can’t just consider how students want to connect. Just as websites and social channels don’t have set hours, students expect to connect with schools at any time of day too.

Chatbots 130

Chatbots How To Social Media Omni-Channel 130

Uniphore

JUNE 17, 2021

By helping your agents manage customer expectations after a critical event, such as a new claim, purchase, or billing change, you can avoid subsequent issues in the customer’s journey. Step 3: Be Proactive (and Predictive) You can solve a customer’s problem—before they’re even aware of it—with proactive engagement.

Self Service 182

Self Service Call Center First Call Resolution Social Media 182

Comm100

FEBRUARY 9, 2021

Every fall, Dawson College in Montreal runs an open house event for students to visit the college, speak to department representatives, and decide if they want to study there in the coming year. In 2020, Covid-19 restrictions rendered the traditional open house event impossible. Get Comm100 Free. Comm100 Free.

Examples 143

Examples Industry e-support Abandon Rate 143

Avaya

APRIL 27, 2017

Visit Avaya’s Booth 623 for a fun omnichannel contact center experience that shows you how to create satisfaction—happiness—for customers throughout their interactions with your company. We’ll set up a live, fully functional omnichannel contact center for taking calls and chat sessions from your website. Done and fun!

Contact Center 54

Contact Center Omni-Channel Customer Journeys Multi-Channel 54

Kustomer

DECEMBER 20, 2019

Consumers demand instantaneous communications on every channel, while simultaneously expecting personalized connections with the brands they do business with. Omnichannel Not Multichannel. Omnichannel support, by comparison, shifts perspective from ticket resolution to customer relationship building. Spotlight on Events.

e-support 93

e-support Omni-Channel Case Study Comparison 93

OpinionLab

APRIL 28, 2017

Today’s customers expect a seamless omnichannel journey – your business structure is irrelevant to them. They want a holistic, connected and smooth journey that meets their needs from start to finish. I have a formal “quinceaños” event to go to. The event is Saturday. And you need to be able to adapt accordingly.

Customer Journeys 60

Customer Journeys Omni-Channel Retail Fashion 60

Totango

SEPTEMBER 22, 2023

Announced during our flagship event, Totango Live! CS has the multi-pronged connection with customers to understand and nurture their path to business outcomes—over time. Retention increases when customers get results, leading to increased purchasing and ultimately boosting enterprise revenue growth.

Multi-Channel 113

Multi-Channel Customer Success Omni-Channel Software 113

Lithium

MARCH 7, 2023

Listen to Lans Crauer, Khoros Senior Business Value Consultant, share how brands can unravel this customer service mess to help deliver a truly digital-first, omnichannel experience. Omnichannel Fails Tipsheet - Ready to ramp up your omnichannel presence? Upcoming Join Khoros at Enterprise Connect , March 27-30th!

Self Service 52

Self Service Omni-Channel Social Media Roadmap 52

Kustomer

JUNE 7, 2022

If the events of this year taught those of us in the customer experience world anything, it’s that we can never stop innovating to be more customer-centric. They built their business to connect with customers at scale. Omnichannel Customer Experience. The data tells the tale. Check out more details here.

Customer Experience 98

Customer Experience Self Service e-support CRM 98

BirdEye

MAY 3, 2023

A marketing channel is any platform that allows you to connect and communicate your brand’s message with your target audience. B2C marketing channels that help you sell to or connect with individuals are social media channels, paid ads, email marketing, SMS campaigns, direct mail, and mobile marketing.

Marketing 98

Marketing B2C Social Media Multi-Channel 98

Comm100

MARCH 30, 2021

Fortunately, the situation is far from hopeless: omnichannel customer service answers these problems and more. Read on to find out how omnichannel customer service can help cut costs while improving customer service operations. What is omnichannel customer engagement? Why is 2021 the year for omnichannel customer engagement?

Omni-Channel 264

Omni-Channel Customer Engagement Engagement Social Media 264

Upstream Works

AUGUST 5, 2021

Learn more about Upstream Works for Amazon Connect, our omnichannel cloud-based contact center solutions here. Customers expect omnichannel CX and are rapidly gravitating to the newer channels, all of which are digital. Cloud-based Contact Center Solutions Support New Digital Channels.

Contact Center 78

Contact Center Self Service Customer Journeys Call Center 78

Hallmark Business Connections

FEBRUARY 23, 2021

With all the digital marketing channels now available, direct mail has fallen out of favor with a number of marketers—an unfortunate turn of events for brands. In April 2020, 62% of people said receiving a card in the mail made them feel more connected, and 55% mentioned they felt less isolated after getting a piece of mail.

Marketing 91

Marketing Omni-Channel e-support Comparison 91

ShepHyken

NOVEMBER 30, 2018

If the majority of handle time for a particular issue is spent on “qualification” rather than “resolution” or “connection,” the issue is likely a simple transaction that does not benefit from a live agent conversation. Goal: Delivering a Consistent, Omnichannel Experience. No, this process will not seamlessly connect all your channels.

Omni-Channel 95

Omni-Channel Self Service Policies Abandon Rate 95

NobelBiz

FEBRUARY 22, 2023

However, certain repeating events can irritate clients and foster an awful experience. The connection is the most critical factor in customer interactions. This connection must be established quickly and efficiently with the appropriate counselor, with no unnecessary waiting time. How to remove customer friction points?

How To 52

How To Omni-Channel Multi-Channel Wait Times 52

NobelBiz

FEBRUARY 18, 2023

Some call queues additionally support dynamic agent connections. During call peaks and high-volume phone calls, extra agents can connect their phones to queues to help other agents and ensure smooth service for callers. However, certain repeating events can irritate clients and foster an awful experience.

How To 52

How To Omni-Channel Multi-Channel Call Center 52

NICE inContact

FEBRUARY 29, 2016

Our solution will enable omnichannel connectivity between patients and thousands of specialized caregivers via both 24/7 on demand capabilities as well as scheduled sessions. inContact is attending Enterprise Connect on March 7-10 in Orlando, Florida.

Contact Center 120

Contact Center Omni-Channel e-support Social Media 120

Lumoa

JULY 21, 2022

Out of all the global events that affected the telco industry in the past decades, many see COVID-19 as the most radical because it transformed customer experience in telco into a major priority for all providers. Deliver an Omnichannel Experience. Let Data Dictate How You Personalize Your Services.

Customer Experience 236

Customer Experience Telecommunications CEM Customer Journeys 236

CSM Magazine

SEPTEMBER 8, 2023

Consider festive seasons or unexpected global events; businesses that employ dynamic pricing can easily adjust to these shifts. Omnichannel Communication Strategies Omnichannel isn’t just a buzzword; it’s the backbone of modern e-commerce communication. Moreover, there’s the option to offer personalized pricing.

Loyalty 52

Loyalty Engagement Customer Engagement Omni-Channel 52

SmartMessage Blog

APRIL 14, 2023

Events are among the most essential topics in marketing activities. Especially in the B2B world, events are important to promote products and services and create new prospects. They were also organizing brand-specific events and creating interaction. They successfully filled the space in absence of physical events.

Marketing 52

Marketing B2B e-support Social Media 52

Bold360

MARCH 20, 2020

And in a world where social distancing and even sheltering-in-place have become the new norm, an omnichannel approach is now more important than ever. Brick-and-mortar stores and live events are offline channels. The phrase used to describe the integration of all these channels is omnichannel customer engagement.

Self Service 72

Self Service Customer Engagement Engagement Strategy 72

Kustomer

JULY 23, 2019

Unfortunately, many tactics that once served an organization well in engendering a customer-first culture simply fail to keep up with the enormous increase in both customer data, and use of connected devices. An additional complication is the increase in possible touchpoint locations: digital searches, email, social media, website, and more.

Connections 45

Connections Self Service Customer Experience Data 45

NobelBiz

FEBRUARY 10, 2023

We say: “well what are they really using today?” – and obviously omnichannel is finally in motion within contact centers – although discussed for many years. I was at an event in NYC last year and they talked about how still 70% of contact centers at that time were on-premise. And we fit perfectly as a carrier and a manufacturer.

Contact Center 52

Contact Center Omni-Channel Call Center Airlines 52

NobelBiz

JUNE 29, 2021

In our article, we will explore the inner working of the customer journey, the mapping aspect of it, and also how it works in the omnichannel environment. The “touchpoints” with the firm or brand, which define the customer journey, determine how customers connect with a brand or company through various channels.

Customer Journeys 52

Customer Journeys Customer Experience Contact Center Omni-Channel 52

BlueOcean

DECEMBER 13, 2022

Returning to the example of Nordstrom’s Nordy Club, rewards include free alterations, lifestyle workshops, style events, and more—great examples of how a brand is going deeper to offer more than just points-based discounts. Prime rewards are applicable across each sub-brand, creating a highly connected loyalty program.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Kustomer

JANUARY 7, 2022

Transparency, communication and proactive solutions are able to go that extra mile even in the event of an unexpected complication with an order or service. Meaning, you can easily assist your human support teams while providing a quality customer experience by integrating automation software into your omnichannel strategy.

Self Service 98

Self Service Social Media How To Chatbots 98