CX Journey

SEPTEMBER 20, 2016

Unless your company was intentionally built from the ground up to not function in silos - and you're lucky, and unique, if it was - then silos are an issue for you and for your customers. We all know how detrimental silos can be not only to the customer experience but also to an organization.

Customer Experience 80

Customer Experience Multi-Channel Government Customer Journeys 80

Forcivity Salesforce

APRIL 1, 2022

Customer experience management in financial services is becoming more and more critical to success for the industry. Changing customer expectations and evolving government regulations have triggered a period of transformation for financial service providers. How Fintech can improve the customer experience.

Financial 52

Financial Self Service Customer Experience Multi-Channel 52

Interactions

MAY 28, 2020

As governments plan a phased approach to open up businesses, consumers are both excited and cautious about their safety and welfare. Businesses are gearing towards opening up while maintaining the safety and security of their employees as well as the customers. How did they treat their customers during the pandemic?

Customer Journeys 83

Customer Journeys Self Service Strategy Multi-Channel 83

datastax

MAY 15, 2019

Security breaches are on the rise and the associated penalties are severe, impacting your brand and, in turn, your customer loyalty and trust. These practices apply to distributed system architectures that could include intercloud, hybrid, and/or multi-cloud. 1) Secure the environment. 1) Secure the environment.

Data 98

Data Multi-Channel System Government 98

CSM Magazine

FEBRUARY 16, 2022

PCI Pal , the global provider of cloud-based secure payment solutions – today announced a partnership with Customer Experience as a Service specialist and Amazon Connect expert, VoiceFoundry – a TTEC Digital company. . This includes PCI Pal’s multi award-winning suite of secure omnichannel payment solutions.”.

Company 52

Company Multi-Channel Omni-Channel Government 52

PeopleMetrics

JANUARY 19, 2018

The master rule to customer-centricity is this: solve your customers’ problems. Every change, every action, every improvement your company makes should have the end goal of solving a customer problem. The pharmaceutical industry serves a customer base made up of people with one common, pressing concern - the patient.

Customer Centricity 93

Customer Centricity Customer Experience Healthcare Multi-Channel 93

CSM Magazine

MARCH 16, 2022

PCI Pal , the global provider of cloud-based secure payment solutions – has supported restaurant group Fridays UK with the implementation of its PCI Pal Agent Assist solution, to ensure full PCI compliance when handling customers’ telephone-based card payments. For more information on Fridays, visit: [link].

Groups 52

Groups Multi-Channel Guest Experience Government 52

Experience Matters

JANUARY 20, 2015

This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. Finalists are Activision Customer Care, Aetna, Crowe Horwath LLP, Dell Inc., Download report for $195.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Comm100

MAY 20, 2022

Customer service expectations have never been higher. When today’s customers reach out for support, they want support anytime, anywhere, effortlessly. When today’s customers reach out for support, they want support anytime, anywhere, effortlessly. People expect fast customer service.

Software 208

Software Wait Times Multi-Channel Consumers 208

AWS Machine Learning

MARCH 12, 2024

LLMs are designed to understand and generate human-like language, and are used in many industries, including government, healthcare, financial, and intellectual property. Multi-factor authentication – A security process that requires users to provide multiple authentication methods to verify their identity to gain access to the LLM.

Chatbots 86

Chatbots Data Policies Healthcare 86

CSM Magazine

FEBRUARY 8, 2022

Key customers helping to lead organic growth include: Flipkart, Fifth Element Group, BMF Media, Unifrog Education, NPower Inc, University College London, Rotman School of Management, Zircom (Shell Oil), Viacom CBS, Texas Tech University Health Sciences Center, Minnesota State University, Mankato, and First3Years.

Engagement 52

Engagement Conference Multi-Channel Touchpoint 52

Avaya

MAY 4, 2016

With happiness being a key focus in Dubai, government agencies are looking towards contributing to the goal of raising the quality of life of customers and ensuring public happiness. Using the latest services and solutions paves the way to guaranteed customer retention and loyalty.

Transportation 40

Transportation Omni-Channel Multi-Channel Self Service 40

SuiteCX

JUNE 16, 2017

They also expect to be able to order, return and browse in the channel of their choice: online, in store, chat, mobile app etc. The team at SuiteCX has been working with retailers for more than 20 years, helping them to navigate this changing environment and gain a competitive advantage through customer excellence.

Omni-Channel 124

Omni-Channel Retail Industry Multi-Channel 124

Bizagi

OCTOBER 24, 2019

This message was reiterated by our customers and partners from around the globe who we were honored to host at this year’s global community conference, including Infosys, Microsoft, Deutsche Post DHL Group, Insight Investment, Travelport and Tetra Pak. So, both employees and customers are benefiting from automation.

Multi-Channel 64

Multi-Channel Competitive Advantage Innovation Fashion 64

Clicktools

JULY 13, 2017

The digital transformation has allowed us to market more strategically to our customers. But it’s also caused our customers to want more—more engagement, more value, more memorable experiences—from our companies overall. It’s, “How do I create an effective customer journey map for my business?” And, they want it on their terms.

Customer Journeys 53

Customer Journeys Touchpoint Multi-Channel Social Media 53

Pink Guava

AUGUST 3, 2021

How Empowered Customers can make a difference to your Business In today's digital age, the lines between the physical store and digital experience have vanished. There has been a complete shift as the brick-and-mortar store experience, and multi-digital channels are governed by customer behavior, engagement, and expectations.

Customer Journeys 98

Customer Journeys Touchpoint Social Media e-support 98

SuiteCX

JUNE 16, 2017

They also expect to be able to order, return and browse in the channel of their choice: online, in store, chat, mobile app etc. The team at SuiteCX has been working with retailers for more than 20 years, helping them to navigate this changing environment and gain a competitive advantage through customer excellence.

Omni-Channel 100

Omni-Channel Retail Multi-Channel Social Media 100

NobelBiz

JULY 8, 2020

We concluded that the hyperaware consumer might determine companies to employ a lot more care with regard to customer experience and support. The same article projects a “multi-decade trend of slowing potential growth and productivity growth.” People are buying online more and prefer to avoid contact channels.

Contact Center 52

Contact Center How To Multi-Channel Government 52

Qualtrics

MARCH 4, 2019

As a part of the government, the U.S. General Services Administration (GSA) has a unique set of customers: taxpayers and other government agencies. government offices, providing transportation and office space to federal employees, and developing government-wide cost-minimizing policies.

Customer Experience 40

Customer Experience Government Policies Chief Customer Officer 40

Qualtrics

MAY 20, 2019

Finding the right mix of X (experience) and O (operational) data isn’t just about finding a better way to serve customers. Airmen aren’t just employees here; they and their families are also customers of an extensive set of base services. Creative, multi-channel X-data capture. Want expert help? CONTACT US.

Data 24

Data Multi-Channel Government Leadership 24

SmartKarrot

MAY 19, 2022

Lead pitches to cross-sell and upsell new channels and features that meet client needs to achieve client KPIs. Oversee client onboarding and implementation process including product, channel and partner activation, campaign launches and ad-hoc projects. Coordinate with customer support to ensure timely closure of quality issues.

Customer Success 19

Customer Success Multi-Channel Roadmap Consulting 19

Avaya

SEPTEMBER 23, 2016

To discuss these challenges and the impact of eCall on public safety bodies in the UK, B-APCO in conjunction with Avaya held a mini conference at its UK HQ last week, with 80 representatives from emergency services, central and local government, Highways England, roadside assistance organisations, and British car manufacturers.

Multi-Channel 40

Multi-Channel Government Conference Communication 40

Eptica

NOVEMBER 16, 2017

In other words, the mix of voice, text and occasional video communications, resourced within contact centres, which serve both online and offline customers. The masterclass explores how to redesign your customer services to suit both customer and business needs given this ever increasing set of choices.

Omni-Channel 55

Omni-Channel Engagement Multi-Channel Resources 55

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. No worries!

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Natalie Petouhof

JUNE 9, 2015

It is especially important as the shift to digital marketing and commerce as well as mobile interactions brings a massive transformation to how brands and organizations engage prospects and customers. There are many points along the customer experience journey where something could “fall through the cracks” and not meet expectations.

Report 40

Report Management Multi-Channel Competitive Advantage 40

Oracle

MAY 3, 2018

Along my marketing career path, I evolved from writing articles on a manual typewriter to helping B2B clients offer seamless multi-channel experiences. I took a government position where I met a guy who knew a guy who was writing a book. We invented our own version of customer experience in a pre-digital age.

Marketing 50

Marketing Multi-Channel B2B Tips 50

Martin Hill-Wilson

SEPTEMBER 22, 2016

The more we adopt self managed, digital channels which optimise our expectations for ‘always there’, real time delivery, we are also rediscovering the expectation for human engagement when it matters. We are complex in our needs and so customer relationships are tricky in terms of striking the right balance. Here’s one example.

Omni-Channel 40

Omni-Channel Self Service How To Multi-Channel 40

West Monroe

JANUARY 23, 2022

This includes both front-of-meter (FTM) DERs, such as large renewable energy facilities and electricity storage, and behind-the-meter (BTM) DERs, such as customer-owned renewables, electric vehicles (EVs), and battery storage. Widespread adoption of customer-owned DERs presents several challenges for utilities. The challenge.

Transportation 40

Transportation Telecommunications Analytics Wireless 40

SurveySparrow

APRIL 11, 2023

You can access the service with your Office 365 subscription – for educational, commercial or US government licenses. Identify new business opportunities based on customer feedback. Understand the customer voice and trends. Turn leads into potential customers. Limited customization options (only color and theme).

Survey 52

Survey How To Net Promoter Score Tools 52

Kustomer

NOVEMBER 18, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen meets with Randall King from Conduent to teach new CX leaders how to navigate large-scale transformation. Doing so identifies areas that need improvement and builds a sense of empathy for both team and customer.

Customer Experience 104

Customer Experience Omni-Channel Customers Customer Journeys 104

West Monroe

MAY 11, 2018

Without wide customer understanding, it’s difficult to demonstrate the value that new technology will have on broad business initiatives. Areas where bots can be especially effective include onboarding, transactions, task completion aid, quick queries, brand promotion, gamification, frequent customer inquiries, and market research.

Chatbots 49

Chatbots Multi-Channel Gamification Technology 49

C Space

JUNE 10, 2019

Christina turns stats to story and is the lead architect of our Customer, Experienced. government went viral. company in our C Space Customer, Experienced. My local H-E-B knows its customers. We are friends.” – H-E-B Customer. H-E-B’s success lies in its everyday relationships with customers and the community.

e-support 53

e-support Customer Centricity Multi-Channel Innovation 53

Currency Alliance

MARCH 28, 2023

The term ‘pay with points’ implies that a customer can burn loyalty points or miles at a point of sale as the method of payment. It also implies that the customer can do this quite easily and freely, across a large proportion of a brand’s inventory, in its primary commerce channels.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Airlines 52

C Space

APRIL 6, 2020

Those at the front lines are our colleagues, family members, customers and partners – so we join the millions around the world who put them front and center right now, to support them as they provide care amidst Covid-19,” said Michael Sneed, Executive Vice President, Global Corporate Affairs & Chief Communication Officer. million).

Brands 52

Brands Hospitality Healthcare Banking 52

NICE inContact

MAY 10, 2019

NICE inContact research confirms this trend: Agent-assisted digital channels are gaining ground, with the largest growth in the agent-assisted web chat. SMS and mobile apps also have made gains, though less than chat channels (find more details here ). WebHelp with its CXone platform had just the solutions Swedish Rail needed.

Self Service 27

Self Service Customer Experience Social Media Omni-Channel 27

ijgolding

MARCH 22, 2017

The customer has always been at the heart of every business, be it a street vendor selling hot dogs or a multi-national firm selling a wide range of products. Multi-national food & beverage corporations like The Coca-Cola Co. In fact expectations of customer service are increasing every day. and Pepsi Co.

Omni-Channel 204

Omni-Channel Customer Experience Multi-Channel e-support 204

Customer Interactions

JULY 4, 2013

They must be able to offer something on top of the existing security systems – something more creative and tailored to specific customer needs. Take, for example, a customer that has cameras installed along its train platforms to monitor safety and security. Value selling approaches can turn into real business opportunities.

Multi-Channel 32

Multi-Channel Telecommunications Government Wait Times 32