Martin Hill-Wilson

JUNE 8, 2015

Forrester notes this is the year when more US consumers are using self-service systems and FAQ pages on company websites than are calling the contact centre. This makes web based self help the current top digital channel. Self service is not just being driven by younger, supposedly more tech-savvy consumers.

Omni-Channel 40

Omni-Channel Multi-Channel Self Service Insurance 40

SurveySensum

JULY 4, 2023

Brand Example: Netflix revolutionized the entertainment industry by understanding the evolving preferences and viewing habits of customers, including the importance of effective web design. This could include steps changes like simplifying your checkout process, providing self-service options for common queries, chatbots, etc.

Customer Satisfaction 52

Customer Satisfaction Strategy Tips Social Media 52

SurveySensum

JULY 4, 2023

Brand Example: Netflix revolutionized the entertainment industry by understanding the evolving preferences and viewing habits of customers. This could include steps changes like simplifying your checkout process, providing self-service options for common queries, chatbots, etc. Are they facing any difficulties?

Customer Satisfaction 52

Customer Satisfaction Strategy Tips Social Media 52

Bold360

APRIL 27, 2017

Group Head of Operations at Thomas Cook, Graham Cook comments to The Guardian that their omnichannel strategy is to “make sure our customers can be served in a seamless way through whatever channel they wish – online through mobile, tablet, desktop or offline in a store or over the phone.”

Tourism 56

Tourism Travel Customer Service e-support 56

Avaya

FEBRUARY 7, 2017

As customers increasingly use digital channels to interact with the brands they love, it’s imperative that hotels can support a personalized, omnichannel experience that drives insight and engagement at the individual account level. With the ability to build and/or embed custom communications into the CX, they can seamlessly do so.

Hotels 40

Hotels Guest Experience Hospitality Strategy 40

SurveySensum

SEPTEMBER 21, 2023

Empower Your Team: Equip customer service reps with friendliness, knowledge, and genuine helpfulness. Master Omnichannel Support: Engage customers through email, chat, and social media, meeting them on their terms. Gamification offers that extra layer of engagement, making them feel valued and entertained.

Customer Retention 52

Customer Retention Strategy Gamification Loyalty Programs 52

NICE inContact

JUNE 28, 2019

It might surprise you that reducing stress and providing entertainment are two of the more significant ways that brands can inspire positive emotions. It’s about knowing what channels your customers need and what type of service they want. There are two key areas where you can get started.

Self Service 168

Self Service Contact Center Entertainment Call Center 168

ShepHyken

DECEMBER 10, 2021

This week we feature an article by Alp Pekkocak who leads the industry and product marketing for Media & Entertainment at Salesforce. No single service works perfectly all the time, but it’s important to plan for hiccups so that when customers encounter an issue or have a question, you can address it quickly.

Engagement 80

Engagement Company Self Service Entertainment 80

Bold360

JANUARY 23, 2017

While the financial sector might put on a convincing front, with omni-channel banking and some feature-rich mobile apps available, it has a long way to go before it can be celebrating real digital wins. The result is the same, providing customers with entertainment in an efficient and simple way. It’s a good thing too.

Omni-Channel 40

Omni-Channel Self Service Banking Financial 40

Bold360

DECEMBER 1, 2016

Customer experience (CX) software helps companies gain valuable insight into their audience’s mindset to tailor products, services, and support to customers’ needs and expectations. Without non-siloed CRM data, which drives the CX engine, it’s impossible to provide a fully informed, omni-channel customer experience.

Software 40

Software Customer Experience Company CRM 40