Zeisler Consulting

FEBRUARY 1, 2021

For many CX (and definitely Customer support ) professionals, the channel is ‘the thing’. We often talk about switching channels, being multi-channel, being omni -channel. Furthermore, some will say that you should be available and excellent in every channel. It sometimes seems like an obsession.

Omni-Channel 93

Omni-Channel Multi-Channel Travel Communication 93

Team Support

APRIL 6, 2021

Gone are the days of siloed customer support, successful organizations can and must collaborate to truly enhance the customer experience. Forrester's Kate Leggett said it best, "Executives don't decide how customer-centric their companies are, customers do.". Customers prefer omnichannel support options.

Self Service 64

Self Service Omni-Channel B2B Multi-Channel 64

Vonage

AUGUST 11, 2015

Businesses can pour money into elaborate advertising campaigns, but poor customer service can undo all that hard work instantly. Excellent customer service can be as good (and often better) for your brand than a well-orchestrated PR campaign: get your customers to do the talking for you! Plus, bad news travels fast.

Customer Service 120

Customer Service Contact Center Social Media Multi-Channel 120

BirdEye

MAY 3, 2023

The choice of the right marketing channel can make or break a campaign. Choosing the most effective marketing channel can make sure that your efforts bring results. This blog post deals with everything you need to know to leverage the right channels and boost your business revenue.

Marketing 98

Marketing B2C Social Media Multi-Channel 98

AWS Machine Learning

MARCH 12, 2024

To mitigate these concerns and protect customer data, service owners rely primarily on user protections such as the following: Redaction – The process of identifying and obscuring sensitive information like PII in documents, texts, or other forms of content. The encrypted data is sent to an HTTP server hosted by Flask as a POST request.

Chatbots 89

Chatbots Data Policies Healthcare 89

CSM Magazine

MAY 18, 2023

Through SevenRooms’ Customer Relationship Management (CRM) and Marketing Automation capabilities, Marriott’s hotels are not only able to cultivate meaningful, direct relationships with guests, but access a 360-degree view into the guest journey to foster deeper guest loyalty.

Technology 52

Technology Hotels Guest Experience Hospitality 52

CSM Magazine

OCTOBER 3, 2023

But what is the best way forward for CIOs in the customer service industry to exploit LLMs without running into accuracy and transparency issues? Such “small” language models (SLMs) present a very promising route of travel among multinationals to enhance customer service to increase competitive edge.

Multi-Channel 59

Multi-Channel Hospitality Social Media Training 59

CSM Magazine

SEPTEMBER 24, 2019

Insurers are the least trusted companies in the UK and are unable to answer over half of routine questions successfully, according to research commissioned by digital customer experience technology provider, Eptica. Insurers still seem to be struggling to match customer expectations, although overall performance had risen by 10% from 2017.

Insurance 45

Insurance Customer Service Multi-Channel Fashion 45

CSM Magazine

OCTOBER 6, 2022

ResultsCX , a provider of Customer Experience Management (CXM) services to leading global companies, including Fortune 100 and 500 firms, today announced its strategic expansion into the U.K. and European companies due to its advanced technology infrastructure, well-educated and multi-lingual workforce, and highly competitive cost base.”

Self Service 52

Self Service Entertainment Multi-Channel Telecommunications 52

Oracle

OCTOBER 3, 2019

This is a preview of the ebook “Moments That Matter: A New Customer Experience Roadmap for Financial Services “ Today’s finserv CX is evolving to showcase the power of anticipating customer needs. What if your brand could use the data you have about customers to better target them with intent-based responses?

Financial 56

Financial Banking Multi-Channel Travel 56

Optimove

MARCH 29, 2022

On the official PR we say how “the acquisition furthers Optimove’s efforts to expand the native messaging capabilities of its Customer Relationship Management (CRM) Marketing platform, which empowers brands to connect with existing customers and deliver personalized multichannel journeys, at scale.”. Again, this is perfectly accurate.

Marketing 59

Marketing CRM Multi-Channel Sports 59

InMoment XI

JANUARY 17, 2024

With today’s travelers raising their expectations while being exposed to a seemingly unlimited number of hospitality solutions, it is critical that operators deliver experiences that reflect the lives of their customers. A positive guest experience involves going beyond basic customer service. What is Guest Experience?

Guest Experience 260

Guest Experience Trends Hospitality Customer Journeys 260

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. How to leverage technology for a better customer experience.

Technology 131

Technology Customer Experience Social Media Multi-Channel 131

Confirmit

SEPTEMBER 22, 2019

A focus on the customer experience is a critical element of success for any organization. And the Confirmit ACE Awards program celebrates those companies who accomplish outstanding achievement in Customer Experience. Here is a glimpse into some of the award-winning organizations you will discover in this book: AIG Travel, Inc.

Multi-Channel 40

Multi-Channel NPS Travel Case Study 40

CustomerSuccessBox

FEBRUARY 23, 2022

Customer Acquisition and Retention play a key role in keeping in touch. When we talk about customer retention, we usually try to influence the loyalty of an existing customer. Customer acquisition is based on an established marketing strategy. The aim is to attract attention and build loyalty among potential customers.

Advertising 52

Advertising Multi-Channel Social Media Customer Retention 52

Happy or Not

OCTOBER 24, 2023

2024 promises to be an exciting year filled with new opportunities and challenges as retailers are expected to continue adapting to changing consumer behaviors, focusing on enhancing the customer experience. Retailers should focus on creating an immersive experience that encourages customers to make online and offline purchases.

Retail 36

Retail Multi-Channel Social Media Apparel 36

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

AWS Machine Learning

MARCH 26, 2024

Document Capture Customers handle invoices and receipts in a multitude of formats from different vendors. These documents are received through channels like hard copies, scanned copies uploaded to file storage, or shared storage devices. Solutions Architect at Amazon Web Services, helping enterprise customers.

Analytics 89

Analytics Financial Multi-Channel Resources 89

SurveySparrow

DECEMBER 18, 2023

Here are some features that’ll make you feel secure: Multi-layered Access Control: Granting various access levels ensures that only authorized personnel can handle sensitive health data. Transmission Security: Your data travels safely with a unique code, ensuring it reaches its destination securely.

Tools 52

Tools Survey Data Healthcare 52

NICE inContact

SEPTEMBER 13, 2017

For hospitality leaders like Carlson Rezidor, this last push of the season brings high volumes of reservations across its properties along with high expectations for exceptional customer experiences. hotel occupancy during summer months, especially since 25% of Americans planned Labor Day travel in 2017.

Customer Experience 122

Customer Experience Contact Center Hospitality Hotels 122

NICE inContact

SEPTEMBER 13, 2017

For hospitality leaders like Carlson Rezidor, this last push of the season brings high volumes of reservations across its properties along with high expectations for exceptional customer experiences. hotel occupancy during summer months, especially since 25% of Americans planned Labor Day travel in 2017.

Customer Experience 120

Customer Experience Contact Center Hospitality Hotels 120

Currency Alliance

JUNE 16, 2020

While travel and retail brands have made a lot of progress in the last 24 months, the bulk of innovation has come from other consumer sectors – including media businesses, entertainment, and telecoms providers, which in recent years appeared to regard loyalty as a lost cause. What really stood out is which brands were pulling off these feats.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Qualtrics

FEBRUARY 16, 2021

Listen to how travel and hospitality organizations are reimagining the guest experience. Vaccinations give travelers hope and a sigh of relief to the entire industry but this will take time, and even still hospitality and travel businesses should be aware of the current trends that may affect them: Guests are more safety-conscious .

Guest Experience 49

Guest Experience Trends Tips Hotels 49

AWS Machine Learning

NOVEMBER 26, 2023

It enables you to improve customer engagement by powering personalized product and content recommendations in websites, applications, and targeted marketing campaigns. AWS Partners like Credera are excited by the personalization possibilities that the Amazon Personalize Next Best Action will unlock for their customers.

Loyalty 78

Loyalty Brands Loyalty Programs Multi-Channel 78

SuiteCX

FEBRUARY 13, 2015

Customer Experience as a holistic enterprise is not easy to measure. 360 Degree Customer Experience: A Practical Approach to Holistic CX. 360o Customer Experience: A Practical Approach to Holistic CX Data University 2/13/15. ©2015 suitecx – Confidential Customer Experience: All the cool kids say they are doing it 2.

Customer Experience 100

Customer Experience Social Media Customer Journeys Multi-Channel 100

Oracle

DECEMBER 3, 2019

There’s no question the customer experience (CX) has evolved significantly over the past 20 years. Change #1: Artificial intelligence-powered, zero-wait customer response. When’s the last time you picked up the phone to solve a customer service issue? Change #3: Multi-channel support is now the rule.

Social Media 51

Social Media Multi-Channel Chatbots Retail 51

Avaya

APRIL 27, 2017

Sometimes you travel to Orlando to really fun destinations. 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 show customer-focused companies our latest innovations. Want to add voice?

Contact Center 54

Contact Center Omni-Channel Customer Journeys Multi-Channel 54

Alliance by IFS

OCTOBER 18, 2019

To boost profitable growth, you’ll need to improve customer retention, attract new customers, and diversify service offerings to open new streams of revenue. Personalizing service delivery through greater customer insights and digital engagement. Personalize the Customer Experience. just in the first year of deployment.

Software 75

Software Self Service Multi-Channel ROI 75

Optimove

APRIL 13, 2020

Customers are fickle. Campaign Orchestration is the process of ensuring all cross-channel, multi-step communications with customers are in sync, providing customers a holistic experience. Our experience with Booking.com was extremely positive when it came to customer support. It’s nothing new.

Hotels 52

Hotels Multi-Channel Tips Ecommerce 52

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

Smith+co CX

MARCH 20, 2014

A bit like customer experience really. When we think about customer experience, we classically think about the linear or circular journey. The traditional customer journey. The quantum customer journey. And this is very similar to the multi-channel customer journey that we are seeing today.

Multi-Channel 51

Multi-Channel Customer Experience Hotels Customer Journeys 51

COPC

MAY 22, 2018

This report is the third volume to be released in the CXMB Industry Insights series, coming on the heels of reports focused on travel and hospitality and the retail industry. The report covers a broad range of topics, from multi-channel service experiences to channel preferences and perceptions about service quality.

Financial 40

Financial Report Industry Multi-Channel 40

Storyminers

MAY 16, 2016

our research has revealed that not all retailers are using each channel to full effect and mobile apps are not up to scratch or consistent with the experience shoppers may have on the retailer’s website or in-store. Digital solutions can improve the customer experience in so many ways. Digital is such a broad topic.

Retail 113

Retail Omni-Channel Ecommerce Multi-Channel 113

Thunderhead

JULY 15, 2019

While it may have once been empty platitude, businesses are now pivoting to focus attention and resource on ‘the needs of the customer’ with unprecedented vigour. This often leads them on a daunting quest to realize the elusive customer-driven journey. Intent: The firepower behind customer-driven journeys.

Multi-Channel 65

Multi-Channel Touchpoint Customer Centricity Call Center 65

Bold360

AUGUST 20, 2017

When it comes to customer service, your foot soldiers are often the customer-facing first line of defense. in your brick-and-mortar store or the person who picks up the phone to soothe a frustrated caller, this moment is essential for building brand loyalty and creating a CX tailored to satisfy customers. Quick Response Time.

First Call Resolution 45

First Call Resolution Chatbots Self Service Multi-Channel 45

Middlesex Consulting

JULY 27, 2015

Our products were mission critical and most of our customer’s policies was to buy the OEM’s service contract. Large third party service businesses that may even be a channel partner of yours and whom you are also supporting. And the most frustrating of all - the customer does nothing. You lose valued customers.

Multi-Channel 60

Multi-Channel Travel Policies Hospitality 60

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