SuiteCX

JUNE 16, 2017

Over the last 10 years the retail industry has been radically transformed. They also expect to be able to order, return and browse in the channel of their choice: online, in store, chat, mobile app etc. Disruptions in the Industry. What are the critical areas: Shared ownership of the Omni-channel Experience.

Omni-Channel 124

Omni-Channel Retail Industry Multi-Channel 124

InMoment XI

AUGUST 23, 2023

It involves a comprehensive overhaul of internal processes, technologies, organizational culture, and customer engagement strategies. If you do not undergo continuous customer experience management to help your business keep up with customer and industry competitors, you may develop a static CX program.

Customer Experience 260

Customer Experience Omni-Channel Employee Engagement Innovation 260

Retently

APRIL 5, 2024

Now, let’s cut to the chaise to uncover practical strategies that create such engaging retail experiences that foster loyalty and repeat business. Retailers who understand and strategically use an omnichannel approach are more likely to build strong, lasting relationships with their customers.

Retail 78

Retail Engagement Strategy Customer Experience 78

InMoment XI

AUGUST 17, 2023

Net Promoter Score Driver #1: Deliver on Product Quality and Innovation Customer experience plays a crucial role in driving great product quality and innovation. Seamless Omnichannel Experience: Ensure a seamless experience across all customer touchpoints, whether online or offline.

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

TechSee

AUGUST 10, 2023

TechSee’s visual automation platform uses computer artificial intelligence (AI) and augmented reality (AR) to enhance customer and contact center engagements. Organizations focusing on digital transformation are enabled to deliver visual customer engagements which result in better service outcomes and improved customer satisfaction.

Connections 206

Connections Contact Center Average Handle Time First Call Resolution 206

CSM Magazine

JANUARY 2, 2024

By consolidating data into comprehensive profiles, casinos can gain a holistic view of each high roller’s gaming history, preferences, and overall engagement. Identifying potential issues or trends helps casinos implement targeted strategies to retain and re-engage high rollers.

Omni-Channel 52

Omni-Channel Analytics Data Customer Service 52

Lumoa

AUGUST 25, 2020

They strike at the heart of the concept of customer engagement, that oft-used buzzword you’ll find referenced across the internet. But what is customer engagement? By the time we’re through, you’ll have a clear understanding of how to improve your customer engagement and ways to quickly get started. What Is Customer Engagement?

Customer Engagement 208

Customer Engagement Engagement How To Social Media 208

CSM Magazine

FEBRUARY 16, 2024

The event is focused on the processes used by call and contact centers, with showcases from over 200 different business representatives along with seminars by over 100 industry experts. The awards categories include Innovation of the Year and Engagement Solutions of the Year.

Contact Center 52

Contact Center Industry Omni-Channel Call Center 52

TechSee

DECEMBER 11, 2018

For instance, customer satisfaction/retention-related initiatives that demonstrate a clear impact on retention rates, or self-service initiatives that drive a reduction in operational costs, or engagement/customer journey initiatives that clearly correlate with increased sales. Technologies: Data Analytics, AI, AR solutions.

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

Joe Rawlinson

AUGUST 9, 2017

Engage Customers With More Personalized Service. To meet customer service expectations, IBM’s study recommends that companies should take more proactive steps to engage with customers. Use social media channels to keep in touch with your customers and stay engaged. Deliver a Satisfying Omni-Channel Experience.

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

ClearAction

DECEMBER 30, 2017

If your company wants to become a customer experience super-power, standing out in your industry and reaping those financial advantages, silo-solving must be predominant in your customer experience strategy. When it’s not, we’re likely asking customers to engage in things in an unnatural way, or in ways that don’t truly pay off for them.

Omni-Channel 118

Omni-Channel Customer Experience How To Customer Centricity 118

Comm100

DECEMBER 2, 2021

In 2021, evolving customer experience trends shook up the financial services industry. Customers demanded digital services to meet their needs, and as organizations rose to the demand, these high customer expectations led to innovative new services. As we look ahead, 2022 promises, even more changes for the financial services industry.

Financial 232

Financial Trends Customer Experience Chatbots 232

Comm100

NOVEMBER 8, 2023

In the vibrant universe of the gaming and online gambling industries, VIP players aren’t just valued customers; they’re akin to brand ambassadors. Enter the era of AI-assisted communications, live chat, omnichannel support, voice bots, and much more. This in turn encourages greater, more regular engagement and spend.

Multi-Channel 130

Multi-Channel Omni-Channel How To Chatbots 130

Alida

APRIL 4, 2017

Half of shopping malls in the United States will either close down or suffer steep decline in the next few years, according to one industry analyst. That stunning stat demonstrates why brick-and-mortar retailers need to pursue an omnichannel strategy. Prioritize customer engagement, not customer service.

Retail 191

Retail Innovation Strategy Omni-Channel 191

InMoment XI

APRIL 24, 2024

From appointment scheduling to medical inquiries, these centers serve as the frontline of patient engagement, offering a myriad of benefits for both healthcare providers and patients alike. An omnichannel contact center strategy enables the creation of superior patient care by seamlessly integrating various communication channels.

Contact Center 260

Contact Center Healthcare Contact Center Software Insurance 260

NobelBiz

APRIL 2, 2024

With a focus on efficiency, scalability, and innovation, Enterprise Contact Center Solutions empower businesses to deliver seamless and personalized experiences to their customers. We are determined to elevate efficiency as an industry standard by constantly adopting new technology and keeping costs in check.

Contact Center 105

Contact Center Self Service Omni-Channel CRM 105

InMoment XI

JANUARY 12, 2024

More than just a technological innovation, conversational intelligence represents a paradigm shift how organizations understand, interpret, and harness the power of human conversations. The result is a more engaging and customer-centric experience that fosters brand loyalty. Let’s look at a few industry-specific examples.

e-support 260

e-support Healthcare Multi-Channel Call Center 260

Comm100

NOVEMBER 23, 2022

Personalized support through omnichannel expands. Omnichannel customer engagement software offers a solution. Omnichannel platforms connect every channel together so agents gain a 360-degree view of every customer they speak. Proactive customer engagement takes off. “By Chatbot growth continues. “The

Trends 215

Trends Customer Service Chatbots Omni-Channel 215

Confirmit

MARCH 17, 2020

Keeping up with the latest best practices or industry tips can be a challenge! During this webinar, you’ll hear from guest speakers: Lisa Nakano, Service Director, VP, Research Director, Customer Engagement Strategies, Forrester. Aiden Borer, Director, Service Innovation + Solution Design, C Space.

Omni-Channel 52

Omni-Channel Customer Centricity Tips Innovation 52

Comm100

FEBRUARY 6, 2023

One of the best strategies to achieve that is tracking and keeping up with emerging industry trends. What is Customer Experience in the Financial Industry? CX is becoming increasingly important to the financial industry and all businesses as the differentiating factor.

Financial 200

Financial Trends Self Service Customer Experience 200

Avaya

JUNE 28, 2017

These are just a few of the challenges heard around the expo floor and in the Avaya Innovation Lounge here at Call Center Week this week. The newer technologies, including omni-channel , need to quickly become as intuitive to the agents as a voice call or email. The post The Contact Center Industry is Exciting…Again!

Contact Center 49

Contact Center Omni-Channel Industry Call Center 49

CSM Magazine

JUNE 17, 2020

The New Platform Raises the Bar for Live Digital Customer Engagement. Vee24 , the leader in intelligent, conversational, multi-experience solutions, today announced the launch of its latest release, raising the bar for live online customer engagement. The new release raises the bar on live engagement technology.

Omni-Channel 52

Omni-Channel Engagement Automotive Multi-Channel 52

CSM Magazine

MARCH 3, 2021

In addition, VeriCall CEO Adam Taylor personally received the Industry Champion award. “The personal award of Industry Champion is also wonderful to receive, but I could not have achieved it without everyone else at VeriCall who have been crucial in enabling me to implement my vision for the company.” he concluded.

Omni-Channel 52

Omni-Channel Contact Center Employee Engagement Industry 52

ClearAction

DECEMBER 30, 2017

If your company wants to become a customer experience super-power, standing out in your industry and reaping those financial advantages, silo-solving must be predominant in your customer experience strategy. When it’s not, we’re likely asking customers to engage in things in an unnatural way, or in ways that don’t truly pay off for them.

Omni-Channel 75

Omni-Channel Customer Experience How To Customer Centricity 75

Interactions

MAY 6, 2024

The customer service industry has long been exploring the potential of AI, with hundreds and thousands of providers already crowding the market and promising various benefits. Interactions, an innovating force in AI for Customer Service, continues to set the standard for excellence.

Interaction 62

Interaction Customer Service Data Self Service 62

CSM Magazine

SEPTEMBER 8, 2023

But as the industry matures, so does the challenge of keeping customers loyal and engaged. In this rapidly evolving landscape, businesses must adopt advanced and innovative strategies to not only capture the attention of customers but also foster enduring loyalty. As of 2022, global e-commerce sales surpassed $5.7

Loyalty 52

Loyalty Engagement Customer Engagement Omni-Channel 52

Lumoa

JULY 17, 2023

For instance, according to Salesforce, 57% of users prefer online communication channels , while 83% expect immediate assistance when contacting a company. When planning your digital transformation, be aware that at any moment, you may need to innovate further. A great example of this is Sephora.

Customer Experience 208

Customer Experience Strategy Self Service Chatbots 208

SuiteCX

JUNE 16, 2017

Over the last 10 years the retail industry has been radically transformed. They also expect to be able to order, return and browse in the channel of their choice: online, in store, chat, mobile app etc. Disruptions in the Industry. What are the critical areas: Shared ownership of the Omni-channel Experience.

Omni-Channel 100

Omni-Channel Retail Multi-Channel Social Media 100

NetBase

JULY 15, 2020

What does this mean for the industry? What does this mean for the rest of the fitness industry? Lululemon is setting the bar when it comes to OmniChannel experiences. And here are some fitness industry stats to get your blood pumping: The fitness industry is valued at over $82b USD. Omni-channel Awesomeness.

Omni-Channel 60

Omni-Channel Social Media Trends Effort Score 60

Natalie Petouhof

MARCH 3, 2016

Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event. At Enterprise Connect, Genesys will show why omnichannel will be the standard in customer experience excellence and how companies can move toward an Omnichannel Engagement Center solution.”.

Omni-Channel 40

Omni-Channel Connections Contact Center Customer Experience 40

Storyminers

MAY 16, 2016

Additionally it is useful to track mobile user engagement to gain insights using traffic analysis tools, like Google Analytics. How can digital be implemented in traditional industries/retailers to improve consumer journeys/experiences? How can offline retailers use technology/mobile to improve sales or engagement with their customers?

Retail 113

Retail Omni-Channel Ecommerce Multi-Channel 113

Lumoa

JUNE 23, 2021

Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale. This meteoric pace of innovation birthed new and innovative solutions for modern contact centers, finally coming to a crescendo with the advent of artificial intelligence (AI).

Trends 208

Trends Self Service Contact Center Omni-Channel 208

NobelBiz

MARCH 12, 2024

CXM has completely revolutionized how brands engage with their customers. Introducing Unified Customer Experience Management (Unified CXM) Unified CXM is the practice of creating seamless and personalized experiences for customers across all support and marketing channels. Unified CXM stands for unified customer experience management.

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

Lumoa

JULY 21, 2022

The global pandemic had a detrimental impact on most industries, but European telecom providers have emerged relatively unscathed. Before delving any deeper, let’s take a moment to define telecom customer experience management (CEM or CXM) and how brands in this industry have historically performed.

Customer Experience 236

Customer Experience Telecommunications CEM Customer Journeys 236

NobelBiz

APRIL 8, 2024

This accolade is a testament to our relentless pursuit of excellence and our unwavering commitment to innovating the customer service technology landscape. This accolade underlines our commitment to innovation and customer satisfaction. Let’s redefine the future of customer engagement together.

Contact Center 52

Contact Center Omni-Channel Innovation Call Center 52

Comm100

JANUARY 23, 2023

This is all occurring against a backdrop of incredibly high CX expectations across industries and ever-developing technology. No, if centers want to deliver superior experiences, then they need better and more engaged front-line agents, and they will need to make frontline roles more attractive. Find out more about Comm100 today.

Customer Experience 309

Customer Experience Chatbots e-support Customers 309