Vonage

MARCH 11, 2016

Melanie, a Verizon Wireless technical support rep, took a minor frustration and turned it into a great experience. It was a very omnichannel experience. Read on to learn what Melanie did, why other channels would have failed, and how Verizon Wireless empowered Melanie to make it happen. She did it primarily over the phone.

Omni-Channel 120

Omni-Channel Wireless Contact Center Average Handle Time 120

Pointillist

SEPTEMBER 28, 2021

Omnichannel Interaction Data is Siloed or Nonexistent. The amount of effort, resources and cost necessary to achieve a comprehensive and effective omnichannel strategy are staggering. To measure and improve contact center experiences and operations, you need to connect the dots. Measure and Manage Omnichannel KPIs.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

Ecrion

JUNE 18, 2018

The Internet of Things, or IoT, is simply this: connecting everyday things to the internet that you wouldn’t normally think to connect to the internet. can all be controlled via a wireless connection by your phone, your voice, your smartwatch, and more. Don’t worry, you’re not alone. Now, think about those things now.

Insurance 40

Insurance Technology Omni-Channel Wireless 40

Ecrion

JUNE 18, 2018

The Internet of Things, or IoT, is simply this: connecting everyday things to the internet that you wouldn’t normally think to connect to the internet. can all be controlled via a wireless connection by your phone, your voice, your smartwatch, and more. Don’t worry, you’re not alone. Now, think about those things now.

Insurance 40

Insurance Technology Omni-Channel Wireless 40

TechSee

APRIL 10, 2019

Comcast – Omnichannel support. The omnichannel customer experience is comprised of multiple customer touchpoints, over a range of channels that seamlessly connect, allowing customers to move back and forth from one experience to another on any device and platform: web, voice, chat, messaging, social media, video and email.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

Pointillist

JANUARY 19, 2022

This approach fails to capture each customer’s unique context and hinders your ability to: Measure overall experiences Connect customer behavior to CX metrics and business outcomes Prioritize high-impact opportunities for improvement. Connections Between Metrics and Outcomes are Fuzzy at Best. You know the feeling.

Customer Journeys 75

Customer Journeys Measurement Effort Score Self Service 75

Calabrio

JANUARY 6, 2016

billion devices are connected to the web, a phenomenon industry folks refer to as “The Internet of Things” (IoT). By 2020, the number of connected “things” is expected to rise to 30 billion. That means more devices will be connected to the Internet than people. The researchers at Gartner estimate that nearly 12.5

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133