OpinionLab

JUNE 17, 2016

The results published in our latest Customer Opinion Index (COI) Report say a lot about exactly what is going on in CX at the moment: namely the impact of mobile and how this is affecting customer expectations. The impact of smart devices on customer behavior is undeniable.

Multi-Channel 60

Multi-Channel Telecommunications Airlines Healthcare 60

Avaya

JANUARY 3, 2017

When it comes to customer service, it seems that change is the only constant. I know you’ve heard it all before; how single channel service evolved into multi-channel service evolved into omni-channel service. But what if I told you that your customer engagement strategy is missing the mark?

Multi-Channel 52

Multi-Channel Omni-Channel Travel Customer Journeys 52

Martin Hill-Wilson

JANUARY 25, 2016

The roadmap they share with me shows they intend to travel even further over the coming months. Dip into the growing library of digital transformation, digital disruption or customer experience use cases and you have to admit things are starting to look quite different. It’s something done by previous generations. Who Do You Trust?

Omni-Channel 40

Omni-Channel Insurance Multi-Channel Chief Customer Officer 40

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

Avaya

MARCH 24, 2017

At this point, we know that most companies are competing exclusively on the customer experience ( 83%, according to Dimension Data ). McKinsey Insights shows that effective customer journeys are impactful : increase revenue by up to 15%, boost customer satisfaction by up to 20%, and turn predictive insight into customers’ needs by up to 30%.

Multi-Channel 53

Multi-Channel Contact Center Omni-Channel Customer Journeys 53

Bold360

DECEMBER 4, 2016

According to Zendesk’s 2014 Benchmark report , customer service rankings dropped to their lowest during the holiday season, with the travel industry experiencing the largest -7 point drop, the most drastic in comparison to all other industries. Integrate a qualitative automated customer self-service solution. Plan ahead of time.

Omni-Channel 40

Omni-Channel Travel Call Center Self Service 40

SurveySparrow

JUNE 21, 2019

What is Omnichannel customer experience: Omnichannel customer experience integrates text, social media, email, IMs, etc, to provide a messaging that is not only aligned but also where customers can expect the same kind of service and experience across all channels.

Omni-Channel 56

Omni-Channel Customer Experience Tips Social Media 56

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ijgolding

DECEMBER 8, 2015

When it comes to delivering consistently good Customer Experiences, it appears as though bigger is definitely not necessarily better! Like many of their customers, he is known to the staff by name – this family run business has made a point of making the experience with its customers as personal as possible.

Customer Experience 120

Customer Experience Omni-Channel Retail Travel 120

NobelBiz

FEBRUARY 22, 2023

A good customer experience entails enhancing all consumer interactions with a brand or firm. This customer experience has to be one-of-a-kind, and it has to mirror the values you want to convey to your customers and prospects. In order to prepare for the future, what is the role of customer experience in the business world?

Omni-Channel 52

Omni-Channel Customer Experience Net Promoter Score Multi-Channel 52

NobelBiz

FEBRUARY 22, 2023

A good customer experience entails enhancing all consumer interactions with a brand or firm. This customer experience has to be one-of-a-kind, and it has to mirror the values you want to convey to your customers and prospects. In order to prepare for the future, what is the role of customer experience in the business world?

Omni-Channel 52

Omni-Channel Customer Experience Net Promoter Score Multi-Channel 52

Kustomer

DECEMBER 21, 2021

It’s becoming clear that customers are more inclined to engage with businesses through multiple touchpoints within a single purchasing journey. It’s not surprising that we’ve seen a jump from 20% to more than 80% in the number of companies investing in omnichannel experiences since 2012. What Is Customer Experience Automation?

Customer Experience 98

Customer Experience Multi-Channel Omni-Channel Touchpoint 98

Experience Matters

APRIL 7, 2015

In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. 1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

NobelBiz

OCTOBER 9, 2023

From the constant quest to deliver exceptional customer service to the intricate balancing act of optimizing team performance, this realm is a labyrinth of complexities. For instance, how one system records a customer’s contact details might differ from another.

Call Center 52

Call Center Contact Center Management Contact Center Software 52

SurveySparrow

SEPTEMBER 18, 2023

Have you ever wondered how your business measures up in terms of customer satisfaction? Are your customers truly satisfied with what you offer? In this blog, we’ll dive into the world of “customer experience benchmarking,” a practice that helps you gauge and improve your customer satisfaction.

Metrics 52

Metrics Net Promoter Score Customer Experience Customer Journeys 52

Kustomer

FEBRUARY 25, 2022

It’s becoming clear that customers are more inclined to engage with businesses through multiple touchpoints within a single purchasing journey. It’s not surprising that we’ve seen a jump from 20% to more than 80% in the number of companies investing in omnichannel experiences since 2012. What Is Customer Experience Automation?

Multi-Channel 105

Multi-Channel Omni-Channel Touchpoint e-support 105

CSM Magazine

JULY 14, 2022

Fast-forward to today – soaring household bills, inflation and economic anxiety mean people are again tightening their belts, reducing their spending on travel and subscriptions, hunting for deals and returning more of their purchases. Customer loyalty is changing – there is no doubt that customer attitudes have altered.

Engagement 59

Engagement Management Multi-Channel Omni-Channel 59

Currency Alliance

DECEMBER 4, 2023

This year, a continuing key theme in loyalty will be the ability to drive even greater customer value at lower direct cost. That is driving brands and customers alike to be more earnest in the pursuit of value a significant acceleration in the deployment of more cost-effective marketing and loyalty technology.

Loyalty 59

Loyalty Trends Data Marketing 59

SurveySparrow

JANUARY 2, 2023

Do you want a tool that smartly uses your brand’s content to show a visitor only what’s relevant, with the end goal of converting it into a customer? This omnichannel feedback solution has come a long way from being a survey tool to a complete customer experience management platform. Enters SurveySparrow. With a 4.8/5

Multi-Channel 52

Multi-Channel Chatbots CRM Omni-Channel 52

SurveySparrow

JANUARY 2, 2023

Do you want a tool that smartly uses your brand’s content to show a visitor only what’s relevant, with the end goal of converting it into a customer? This omnichannel feedback solution has come a long way from being a survey tool to a complete customer experience management platform. Enters SurveySparrow. With a 4.8/5

Multi-Channel 52

Multi-Channel Chatbots CRM Omni-Channel 52

Currency Alliance

NOVEMBER 17, 2020

It allows us to keep customers engaged when business plans fly out the window, due to marketplace calamities, such as the Covid-19 pandemic. Each trend supports aspects of the broader business imperative: to be present when and where customers choose to engage. Accelerating customer-centricity.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

NobelBiz

JUNE 6, 2021

Every company should model its customer journey in order to better understand its consumers and grow. It enables you to visualize each touchpoint throughout the customer journey, allowing you to gain a deeper understanding of the client’s motives and difficulties. A customer journey map can come in a variety of shapes and sizes.

Customer Journeys 52

Customer Journeys Customer Experience Contact Center Touchpoint 52

SurveySparrow

APRIL 27, 2021

Not literally (unless you know how to time travel!). Think of yourself as a customer support representative in the 70s. Being a customer representative in this era, how do you understand your customers and their problems? . That’s a typical day at work for a customer representative from the 70s. Don’t like it? .

NPS 52

NPS Survey Multi-Channel Social Media 52

SurveySparrow

APRIL 27, 2021

Not literally (unless you know how to time travel!). Think of yourself as a customer support representative in the 70s. Being a customer representative in this era, how do you understand your customers and their problems? . That’s a typical day at work for a customer representative from the 70s. Don’t like it? .

NPS 52

NPS Survey Multi-Channel Social Media 52

Qualtrics

OCTOBER 10, 2019

Increasingly, online and offline customer experiences form part of a merged ecosystem where shoppers move freely between multiple channels. To provide the levels of ease and personalization customers now expect, brands must engage their audiences seamlessly across all touchpoints. Multiple channels, one customer relationship.

Retail 34

Retail Travel Multi-Channel Fashion 34

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

ViiBE Blog

JANUARY 22, 2021

Thanks to the collaborative and AR tools available during the ViiBE call, the agents are able to better guide the customers through remotely diagnosing and resolving technical or challenging issues. In B2B2C, it’s become mandatory- who requires their customers to download an app for single-use nowadays?

Self Service 52

Self Service Virtual Call Center Video Call Center 52

Currency Alliance

NOVEMBER 14, 2019

There is a growing divide in customer experience delivered by brands whose digital transformations are progressing well, and those being left behind. Since customers are losing patience with brands that don’t recognize them as people, or enable consistent, multi-channel engagement, this priority remains over-arching in 2020.

Loyalty 40

Loyalty Trends Loyalty Programs Hotels 40

Currency Alliance

DECEMBER 1, 2020

The customer experience has evolved. The integral design of a loyalty program and the value it delivers customers has not changed much in the past 20 years, largely because the supporting infrastructure has remained the same. The result has been impediments to managing customer data efficiently and making it actionable.

Loyalty Programs 52

Loyalty Programs Loyalty Multi-Channel Hotels 52

Currency Alliance

MAY 9, 2022

So, to demonstrate some progress, many organizations have pursued initiatives that are only cosmetic in nature while not truly taking advantage of what digital transformation enables: namely that customer journeys, partnerships, trading ecosystems, etc. Customers interact with brands in various environments. Device agnostic.

Loyalty 52

Loyalty Technology Loyalty Programs Multi-Channel 52

Eptica

JULY 21, 2019

Author: Guest author: Adrian Swinscoe I believe that the customer experience (CX) space is becoming like prog rock in the 1970s…… overly technical, too elaborate and complicated, inwardly focused, a little exclusive and in danger of disappearing up it’s own a. That’s a hell of a lot of channels.

Multi-Channel 86

Multi-Channel Omni-Channel Culture Travel 86

Comm100

FEBRUARY 6, 2018

Out of all the customer engagement software tools that are out there, which one is right for your company? Different companies have different needs, and a very diverse number of customer engagement tools are waiting to fill those needs. Popular Customer Engagement Software Tools and Who They’re Good For?

Software 106

Software Customer Engagement Engagement Omni-Channel 106