Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. For years, many companies struggled to cobble together the best customer experiences they could. Cut to everyone heralding the premature death of omnichannel. What is Digital Omnichannel?

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. For years, many companies struggled to cobble together the best customer experiences they could. Cut to everyone heralding the premature death of omnichannel. What is Digital Omnichannel?

Omni-Channel 131

Omni-Channel Social Media Average Handle Time Knowledge Base 131

Comm100

FEBRUARY 25, 2020

Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition?

Social Media 162

Social Media Omni-Channel CRM B2B 162

Comm100

FEBRUARY 25, 2020

Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition? Leverage your CRM data.

Social Media 130

Social Media Omni-Channel CRM B2B 130

Comm100

FEBRUARY 7, 2018

Choosing a customer engagement software solution can be daunting. By keeping this list in sight during research — or using it to ask your vendor questions during a sales pitch — you will be able to avoid hidden drawbacks and make an informed decision about which customer engagement solution is right for your company.

Software 103

Software Customer Engagement Engagement Social Media 103

Uniphore

JANUARY 4, 2022

White Papers. Self Serve Omnichannel AI-driven intelligent virtual assistant (IVA). Analyze Analytics and insights from 100% of interactions across all channels. Uniphore Collaborates with Cisco to Enable Better Customer Experiences. Discover new ways to build and enhance contactless relationships with customers.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

ENGAGE.cx

NOVEMBER 12, 2015

We actually think the quantity of the customer data isn’t the problem at all. Rather, the problem for CMOs is how customer data is currently being used, and in many cases, not used. This means that companies must get to know each and every customer on a personal level. Companies need to have a fundamental shift in focus.

Data 40

Data CRM Omni-Channel Study 40

Peter Lavers

JUNE 18, 2018

In my role as a SAS collaborator and recognised influencer , I was recently sent the white paper “ Darkness of Digital Shadows ” and supporting infographic. It talks about how analytics can be hampered by trying to interpret the shadows rather than the substance of the customer experience. Infographic: [link].

Infographics 40

Infographics Marketing Analytics Report 40

Vonage

DECEMBER 6, 2018

Now, more than ever, deploying an effective omni-channel strategy is critical to business success. According to research by the Aberdeen Group, companies with strong omni-channel customer engagement retain an average 89 percent of their customers, compared to just 33 percent for those companies without.

Omni-Channel 145

Omni-Channel Multi-Channel Self Service Strategy 145