CSM Magazine

FEBRUARY 2, 2024

In a recent case study published by Sabio , Benenden Health can now roll out digital innovations to match member preferences. With its new omnichannel approach, Benenden Health is poised to continue adapting as member expectations evolve – ensuring the mutual remains an affordable, accessible healthcare option now and into the future.

Self Service 52

Self Service Multi-Channel Healthcare Case Study 52

Storyminers

JANUARY 24, 2017

Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. We touched base with leading customer experience expert Mike Wittenstein to learn how you can make your contact center adaptive to customers’ evolving omni-channel expectations in 2017. Here’s what we learned.

Contact Center 133

Contact Center Omni-Channel Brands Hospitality 133

Avaya

OCTOBER 25, 2018

Dale’s primary focus is developing innovative solutions for companies in consumer packaged goods, food and beverage, retail, hospitality, consumer goods, OTC and other industries. Phone is Still the Channel of Choice but Omni-Channel Strategy is a Must.

Omni-Channel 47

Omni-Channel Consumers Self Service Brands 47

Solvvy

NOVEMBER 30, 2022

I’m pleased to share the first result of our shared vision, which centers around rapid innovation and a total focus on delivering happiness. As you can imagine, that kind of integrated omnichannel support is table stakes these days as the world becomes more integrated and technologically advanced.

Virtual Agent 62

Virtual Agent Meeting Contact Center Chatbots 62

Alida

APRIL 5, 2017

What does it look like, and how should providers implement it in their practices and hospitals? Apple, for instance, has discovered how to amass an almost cult-like following of loyal customers by delivering groundbreaking product innovations and an immersive and engaging in-store experience.

Retail 154

Retail Customer Base Strategy Rewards Programs 154

Talkdesk

DECEMBER 23, 2020

hospital intensive care units (ICUs) are at capacity and many more are nearing capacity. innovation and competitiveness. They see the contact center as a hub for their client experience with omnichannel spokes into the web, chatbots, apps, email, SMS and social to deliver a cohesive and delightful experience.

Banking 126

Banking Contact Center Insurance Self Service 126

SurveySensum

MAY 20, 2020

To survive this pandemic, marketing managers need to adapt to resilience, innovation, agility, empathy and emotion and position themselves at the forefront of the longer-term shifts in consumer behavior resulting from this crisis. This is an example of how brands are using Omni-channels to listen to their customers.

Omni-Channel 52

Omni-Channel Customer Experience Social Media Healthcare 52

Avaya

JUNE 27, 2017

As the world’s largest hospitality technology show, HITEC brings together thousands of hospitality leaders across dozens of countries to learn, collaborate and connect in a dynamic setting. They can see how hospitality leaders are currently using our technologies to create real value and tangible results.

Hospitality 53

Hospitality Guest Experience Hotels Entertainment 53

Clarabridge

OCTOBER 23, 2015

By actively and proactively monitoring and addressing customer concerns, companies can gain innovative insights which will help them improve their product and service. Travel & Hospitality. Similar to the telecom industry, travel and hospitality deal with fierce competition. Transportation & Logistics.

Industry 40

Industry Omni-Channel Customer Service Transportation 40

Comm100

AUGUST 23, 2018

The following best practices set contemporary leaders in innovation apart from the pack and represent what exceptional customer service looks like in 2018. Organic Mobile Experiences Blur Channel Lines. Multichannel” and “omnichannel” have been buzzwords for years now. How have these innovations worked out for Amazon?

Exceptional Customer Service 101

Exceptional Customer Service Customer Service Chatbots Hotels 101

Storyminers

JANUARY 24, 2017

Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. We touched base with leading customer experience expert Mike Wittenstein to learn how you can make your contact center adaptive to customers’ evolving omni-channel expectations in 2017. Here’s what we learned.

Contact Center 50

Contact Center Omni-Channel Brands Hospitality 50

GlowTouch

OCTOBER 4, 2021

“Women-owned and -run organizations have contributed significantly to the increase in innovation and entrepreneurial activity we’ve seen globally since the beginning of the COVID-19 pandemic.” Another judge noted the campaign’s “early and educated initial response that considered the well-being of employees. .

Contact Center 52

Contact Center Hospitality Omni-Channel Conference 52

Customer Guru

AUGUST 21, 2018

He is a leading contributor to Tourism, Hospitality and Service Industries alike. Lincoln is a Customer Success Consultant, keynote speaker and co-author of the book “Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue”. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Experience Matters

APRIL 7, 2015

Confirmit’s commitment to fostering innovation is nothing new. For close to 20 years, we have focused on delivering innovative, reliable technology (with 100 percent uptime in 2014), building outstanding client relationships, and creating a community to share knowledge with industry thought leaders.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Oracle

NOVEMBER 28, 2018

Cleveland Clinic, a leading hospital in the US, consistently achieves a “recommend” rating of over 80%, well in the 90th percentile of all hospitals measured via the HCAHPS national healthcare measure. Here are 4 examples of companies showing their humanity in a high-tech world. Enable people to care.

Hospitality 82

Hospitality Fashion Airlines Healthcare 82

Avaya

FEBRUARY 7, 2017

This without question includes the hospitality industry, where hoteliers are working overtime to stay ahead of today’s rapid pace of innovation. smartphones, tablets, smartwatches), as well as larger interaction platforms like kiosks, to innovate the CX with flexible new touch points. So, how can hotels stay ahead?

Hotels 40

Hotels Guest Experience Hospitality Strategy 40

Avaya

AUGUST 1, 2017

In that same time, analysts predict that demand for an omnichannel experience will be amplified by the need for near-perfect execution. With this connector users can quickly and easily add new digital channels to: Innovate customer touchpoints. 1 key differentiator. What’s the reason for this disconnect?

CRM 58

CRM Hospitality Contact Center Call Center 58

SurveySensum

JULY 14, 2020

She has extensive consulting experience across strategy, innovation, and communication and is a passionate customer champion, who uses customer experience strategy and data-driven insights to solve business problems. Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

West Monroe

JUNE 30, 2021

Omnichannel patient experience. Patients looking to minimize their time in the hospital during the pandemic began gravitating to ASCs for elective procedures—if they chose to go through with them at all. For instance, Tenet Health acquired multiple ASCs and now has five times more ASCs than hospitals. Geographic expansion.

Healthcare 52

Healthcare Hospitality Insurance Trends 52

John Paul

JULY 26, 2018

To stay relevant, concierge and customer loyalty companies must speed up the pace of innovation and adopt new strategies, while also striking the right balance between dedicated human interaction and digital automation. Here are five specific technologies that will change the concierge landscape this year.

Technology 45

Technology Hospitality Hotels Loyalty 45

Avaya

APRIL 3, 2017

From finance to retail to hospitality, it seems virtually every industry is grappling with above-average customer churn. This ability to instantly innovate customer communications enables organizations to anticipate and respond to the speed of the consumer.

Customer Journeys 57

Customer Journeys Contact Center Data Omni-Channel 57

West Monroe

JUNE 20, 2022

in 2019 for $5 billion, has since more than doubled in revenue , in part through recent acquisition of $2 billion specialty animal hospital and emergency medicine providers. The same nimble mindset driving both startup and enterprise innovation is at the heart of digital product development. Featured Content. Key trends.

Healthcare 52

Healthcare Trends Analytics Multi-Channel 52

John Paul

OCTOBER 22, 2018

INNOVATION AT THE HEART OF JOHN PAUL’S APPROACH. Encouraged by the success of this alliance, we are more involved than ever in innovation to stay ahead and develop the service of tomorrow” Jérôme Richard, CEO du Groupe John Paul. From October 4 to 14, John Paul offers VIP’s unique and essential concierge service. ABOUT JOHN PAUL.

Self Service 40

Self Service Automotive Transportation Travel 40

Currency Alliance

DECEMBER 4, 2023

Many of the trends from last year … the rise of chief digital officer and other professional technology buyers loyalty personalization digital CX innovation the rise of loyalty fraud B2B and SME loyalty programs less excitement about crypto … are all still highly relevant; it’s simply that the emphasis has shifted.

Loyalty 59

Loyalty Trends Data Marketing 59

West Monroe

JANUARY 23, 2022

In many cases, that will mean adopting an omnichannel strategy and digital technologies to ensure consistent, seamless interactions. We expect to see three priorities rise to the top in the coming year: Omnichannel engagement. Healthcare and life sciences companies need to be prepared to redefine how they interact with consumers.

Healthcare 52

Healthcare Multi-Channel Consumers Trends 52

West Monroe

JUNE 20, 2022

in 2019 for $5 billion, has since more than doubled in revenue , in part through recent acquisition of $2 billion specialty animal hospital and emergency medicine providers. The same nimble mindset driving both startup and enterprise innovation is at the heart of digital product development.

Healthcare 40

Healthcare Trends Analytics Multi-Channel 40

West Monroe

JUNE 20, 2022

in 2019 for $5 billion, has since more than doubled in revenue , in part through recent acquisition of $2 billion specialty animal hospital and emergency medicine providers. The same nimble mindset driving both startup and enterprise innovation is at the heart of digital product development. Featured Content. Key trends.

Healthcare 40

Healthcare Trends Analytics Multi-Channel 40

Currency Alliance

NOVEMBER 14, 2019

Loyalty marketing, however, has been restrained (or, arguably, sheltered) by monolithic tech, and probably a lack of interest, as other, sexier marketing innovations stole center-stage. Nonetheless, the legacy loyalty points bank kept them from innovating more quickly. Good omnichannel experience continues to get more budget.

Loyalty 40

Loyalty Trends Loyalty Programs Hotels 40

Qualtrics

OCTOBER 10, 2019

Today’s consumers are interacting with brands across retail, travel, hospitality and other sectors in a continuous, non-time bound way, making multiple connections across web, mobile, live chat, store visits, third-party reviews and social content within a single purchase journey. But the tech-based innovations are only half the story.

Retail 34

Retail Travel Multi-Channel Fashion 34

Kustomer

SEPTEMBER 17, 2020

Vipula has a wealth of experience, working in several industries from banking, to hospitality, to consulting. and has worked in hospitality and consulting and banking. And then I’m reading about how they are getting the hospital grade disinfectants in hospitality now.

Wait Times 52

Wait Times Net Promoter Score Hospitality Customers 52

ProProfs Chat

AUGUST 8, 2019

Here’s what the brand can do to maintain itself in a market which is flooded by more innovative newbie companies. Before Apple planned on opening its retail stores, the brand decided to send its managers to Ritz Carlton hospitality training. For that, you need to have a strong online and offline presence via different channels.

Customer Service 51

Customer Service How To Airlines Omni-Channel 51

Currency Alliance

FEBRUARY 26, 2019

Many bells and whistles added in recent years are actually a distraction for customers – yet many cheerleaders in the industry blindly call it innovation. Campaign management module – for orchestrating omnichannel communications. You can start to orchestrate the most personalized engagement through appropriate channels.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

SmartKarrot

JANUARY 18, 2022

Found by Manoj Dawane in 2016, VTION is an Indian-origin media technology innovation company that aims at measuring media audiences by analyzing consumer trends and behaviors. It maps customer journeys, collects omnichannel input, and calculates Net Promoter Score to help organizations track and enhance customer engagement.

Company 11

Company e-support Customer Journeys CRM 11