CSM Magazine

FEBRUARY 2, 2024

Benenden Health, a not-for-profit healthcare mutual, has transformed its member experience through a cloud-based digital transformation project with Sabio Group. As the organisation has expanded, its member base has grown more diverse – now spanning wider age groups and incorporating more corporate customers.

Self Service 52

Self Service Multi-Channel Healthcare Case Study 52

Oracle

NOVEMBER 27, 2019

Today, the customer experience isn’t bound to any one physical or digital space, as 73% of consumers use multiple channels to shop , according to a Harvard Business Review study of 46,000 shoppers. Fast-food restaurants may get even faster thanks to retail innovation in customer service tech. Transforming grocery shopping.

Retail 74

Retail Innovation Trends Ecommerce 74

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. At the core of their reporting is a team with a passion for all things customer management, with a focus on Customer Contact and Design & Innovation. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Optimove

NOVEMBER 7, 2023

As marketers we need data at our fingertips to unlock customer insights, getting innovative ideas for engaging campaigns, and perfectly orchestrating communications to each customer. Discover what customers to target next with AI Target Group Discovery. Maximize the reach of your campaigns with Control Group Optimization.

Marketing 83

Marketing Multi-Channel Groups Customer Journeys 83

CSM Magazine

SEPTEMBER 18, 2023

This week saw a hallmark day for the customer experience (CX) community as Sabio Group’s HQ in London played host to its dedicated Genesys Cloud CX session. Sabio Group’s Chief Innovation Officer, Stuart Dorman, took the helm at the start of the event. However, words are only as effective as they are actionable.

Customer Experience 59

Customer Experience Roadmap Multi-Channel Groups 59

CSM Magazine

APRIL 25, 2024

Utilise surveys, focus groups, and social media analytics to gather insights into customer preferences and behaviours. Stay Flexible and Open to Innovation Regularly review and update your technology stack to ensure it meets your business needs and customer expectations. Stay Ahead With Market Research Regular market research is vital.

Social Media 52

Social Media Customer Journeys Multi-Channel Touchpoint 52

CSM Magazine

OCTOBER 14, 2021

Europa Contact Centre , the multi-channel outsource contact centre is set to expand its workforce by 25 per cent as part of its overarching growth strategy. The recruitment drive follows the completion of a successful £1m innovative technology upgrade at the site. Although unemployment levels for both the county and district (4.8

Multi-Channel 52

Multi-Channel Entertainment Groups Innovation 52

Optimove

JANUARY 5, 2023

Innovative gaming brands understand that a customer-led approach has to be put at the forefront of their marketing strategy. For instance, there’s a lot that Lottery brands could learn from Casino operators when it comes to segmentation, messaging, and the various marketing channels they use to communicate with players. Impressive!

CRM 52

CRM Brands Multi-Channel Analysis 52

NICE inContact

AUGUST 27, 2019

Customer experience is the name of the game today, with more brands competing based on customer experience (CX) as a key differentiator than price or product innovation. Many studies by groups like Forrester have concluded that customer engagement depends on employee engagement. 5) Be channel-focused. 2) Be responsive.

Connections 149

Connections Tips Social Media Multi-Channel 149

CSM Magazine

DECEMBER 18, 2023

OTRS Group, the manufacturer and the world’s largest provider of the enterprise service management suite OTRS, recently delved into the customer service management world but from an insider perspective. Meet your customers on their preferred channel of communication for better results. 66 percent of U.S. This is a crucial mistake!

Customer Service 52

Customer Service Social Media Multi-Channel Poor Customer Service 52

CSM Magazine

FEBRUARY 28, 2020

These multi-lingual solutions empower organisations to improve their customer experience, increase revenue and deliver better support with seamless, omnichannel self-service. “We

Self Service 59

Self Service Virtual Agent Multi-Channel Chatbots 59

Lithium

MAY 3, 2022

Join us as the Khoros product team shares recent innovations to the Khoros platform and walks through upcoming releases on our roadmap. In this webinar you’ll: Learn about key innovations and investments across the Khoros platform. Ask our product leaders about our current and future innovation during a live Q&A.

Multi-Channel 52

Multi-Channel Social Media Roadmap Metrics 52

CSM Magazine

NOVEMBER 9, 2022

These companies cite successes in COVID relief, customer service mindset, corporate social responsibility, employee experience, and innovative solutions. Applying a customer-centric business structure may take years and continuous innovation. John Coggins is Director of Global Business Relationship Manager of OTRS Group.

Customer Journeys 52

Customer Journeys Self Service Customer Centricity CRM 52

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

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. Automation is the #1 disruptive force.

Multi-Channel 64

Multi-Channel Competitive Advantage Innovation Fashion 64

CSM Magazine

FEBRUARY 28, 2020

These multi-lingual solutions empower organisations to improve their customer experience, increase revenue and deliver better support with seamless, omnichannel self-service. “We

Self Service 52

Self Service Virtual Agent Multi-Channel Chatbots 52

Strativity

APRIL 11, 2018

Strativity Group defines “patient experience” as the sum of all interactions a patient has with a healthcare firm. Innovate & Measure – To move to value-based care, improvements in effectiveness and efficiency will require innovation and the ability to measure the results to determine. Sending multi-channel reminders.

Healthcare 67

Healthcare Multi-Channel Touchpoint Hospitality 67

CX Journey

AUGUST 18, 2016

In the late 20th century, marketers began to make products and services available through digital channels. Customer expectations, swayed by the latest digital innovations, have put stress on traditional models and have prompted companies to transform their businesses to deliver better customer experiences.

Touchpoint 80

Touchpoint Self Service Multi-Channel Fashion 80

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. And the parent brand, REWE, is a massive German retail group.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

CSM Magazine

FEBRUARY 8, 2022

New investors Prosus Ventures, Sistema Asia Fund, RingCentral Ventures, KDDI Open Innovation Fund, DG Daiwa Ventures and Nexxus Global participated alongside existing investors Sequoia Capital India and Accel India in this round. Customer engagement has been fast evolving into a space that needs to go beyond the traditional channels.

Engagement 52

Engagement Conference Multi-Channel Touchpoint 52

CSM Magazine

JUNE 17, 2020

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. Vee24 is an intelligent, conversational, multi-experience platform for customer-centric teams. About Vee24.

Omni-Channel 52

Omni-Channel Engagement Automotive Multi-Channel 52

Michelli Experience

MARCH 11, 2016

Mobile technology has reached unprecedented levels on innovation. Products like Google Cardboard are revolutionizing virtual reality, and yearly location-based innovations are creating astounding utility. Find out how group texting is assisting the shift to mobile-based loyalty programs.

Technology 100

Technology Company Marketing Loyalty Programs 100

SurveySensum

NOVEMBER 23, 2023

You will need dedicated NPS software with innovative survey distribution channels, and specific analytic and reporting features to conduct successful NPS surveys. Most companies restrict survey volume by pricing tier, depending on the number of surveys you send via a particular distribution channel.

NPS 52

NPS Net Promoter Score Software Tools 52

SurveySensum

FEBRUARY 24, 2022

Multi-channel support. They always prefer to provide their feedback through multiple channels such as email, SMS, social media, and website. . Therefore, it is crucial that your customer feedback tool is flexible and offers multi-channel support since various channels and platforms for communication are available today.

Tools 52

Tools Feedback Multi-Channel NPS 52

Optimove

NOVEMBER 14, 2019

Arc’s offering allows brands to nudge the shopper down the path to purchase by creating contextually relevant omni-channel content, engagements and experiences that extend the reach and impact of physical and digital activations to drive sales and post-transaction loyalty. The company is present in all major gaming markets in the world.

Omni-Channel 40

Omni-Channel Multi-Channel Sports Ecommerce 40

BirdEye

FEBRUARY 21, 2023

About social media accounts Social media accounts are digital channels where companies create and publish content online for the purpose of connecting with their target audience. The challenge of social media management for multi-location businesses Multi-location businesses face several challenges when it comes to social media management.

Social Media 98

Social Media Management Multi-Channel Analytics 98

West Monroe

NOVEMBER 20, 2023

Prior to joining West Monroe, Dhaval was a managing director with the Waterstone Group that was acquired by West Monroe. The last thing is digital has to be integrated into the journey and it must be multi-channel. Nick: A big part of this is how easy it is to build software today.

Customer Success 52

Customer Success Financial Metrics Multi-Channel 52

West Monroe

NOVEMBER 20, 2023

Prior to joining West Monroe, Dhaval was a managing director with the Waterstone Group that was acquired by West Monroe. The last thing is digital has to be integrated into the journey and it must be multi-channel. Nick: A big part of this is how easy it is to build software today.

Customer Success 52

Customer Success Financial Metrics Multi-Channel 52

BirdEye

SEPTEMBER 11, 2023

And most businesses spend a lot of money on market research, third-party surveys, mystery shoppers, and focus group discussions to understand their market. However, most businesses today struggle with the sheer volume of customer feedback that they get across channels and locations.

Feedback 58

Feedback Management Social Media How To 58

SuiteCX

NOVEMBER 3, 2015

Great examples of brand promises are: •  Starbucks: To inspire and nurture the human spirit – one person, one cup and one neighborhood at a time. •  Jaguar: With a customer experience as good as our cars. •  Nike: To bring inspiration and innovation to every athlete in the world.

Customer Experience 100

Customer Experience Customer Journeys Self Service Multi-Channel 100

Talkdesk

MARCH 24, 2021

As carriers and brokers accelerate their digital transformation journey, automation and state-of-the-art data gathering technology can empower firms to be more innovative and delight policyholders. How to address the challenges of digital transformation. Insurance policyholders like the convenience of digital services.

Insurance 53

Insurance Tips Contact Center Multi-Channel 53

SurveySparrow

JUNE 27, 2023

With its real-time analytics, intuitive interface, and multi-channel survey distribution, you’re well-equipped to handle any customer insights that come your way. For smaller groups, the Essentials plan is available at $49/month. It’s as if you have an assistant that can predict customer needs.

Customer Journeys 52

Customer Journeys Analytics Tools Analysis 52

Second to None

APRIL 12, 2019

For companies with demographically diverse audiences, it is imperative that customers are segmented into specialized groups based upon their differentiating characteristics. In the current market where consumers run the show, it is crucial that companies connect with their customer through channels that the customer identifies with.

Omni-Channel 69

Omni-Channel Multi-Channel B2C Customer Centricity 69

SurveySparrow

AUGUST 31, 2021

A well-structured survey, irrespective of the different types of surveys and their uses helps you identify consumer pain points, find scope for improvement, and discover the need for innovation. Build a multi-path questionnaire that changes questions based on the previous response. Use multiple channels. That is it.

Survey 98

Survey Sales Social Media Multi-Channel 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. Consumers expect that retailers will know who they are across channels. They want to be able to start the transaction in one channel and finish it in another. Among certain age groups?

Omni-Channel 124

Omni-Channel Retail Industry Multi-Channel 124

VDS

MARCH 17, 2023

It allows organizations to manage customer interactions across multiple channels, including voice, email, chat, and social media. The platform also includes advanced security features such as role-based access controls, data encryption, and multi-factor authentication to ensure that sensitive data is protected. Why Should I Change Now?

Contact Center 52

Contact Center Self Service Policies System 52

CSM Magazine

DECEMBER 10, 2015

Intelecom Group AS has announced the latest enhancements and new features of its multi-channel cloud-based contact centre solution. It is now possible to create wallboards for lists of named agents to display individual or group evaluation against Key Performance Indicators (KPIs).

Multi-Channel 40

Multi-Channel Gamification CRM Exceptional Customer Service 40