Martin Hill-Wilson

JANUARY 29, 2016

Visual IVR becomes the GUI of choice: delivering omni-channel fluency together with an infinitely more intuitive way of engaging with service options, relative to its audio equivalent. I’ve tracked the previous two conferences and been updating my omni-channel master classes with the use cases as soon as they were published.

Omni-Channel 40

Omni-Channel Roadmap Self Service Customer Journeys 40

Lithium

DECEMBER 28, 2020

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Expanded omni-channel CSAT and NPS surveys. Editor’s note: Part one can be found here. Khoros Care.

Omni-Channel 52

Omni-Channel Engagement Social Media Roadmap 52

Talkdesk

MARCH 12, 2020

Whether fulfilling their customer’s technology requirements or a need for support specialists to help manage and optimize omnichannel interactions, Humach’s human and AI-powered digital agents use Talkdesk’s cloud contact center technology to provide a world-class experience. This spirit of innovation was a key driver for adopting Talkdesk.

Omni-Channel 60

Omni-Channel Customer Journeys Self Service Contact Center 60

NICE inContact

DECEMBER 17, 2018

At the heart of outstanding CX is a true multichannel or omnichannel approach to contact center service. Gartner’s latest Magic Quadrant for CCaaS [i] highlights the importance of omnichannel customer service capabilities to consistently deliver the highest quality CX with every interaction.

Contact Center 120

Contact Center Omni-Channel Roadmap Analytics 120

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Expanded omni-channel CSAT and NPS surveys. Editor’s note: Part one can be found here. Khoros Care.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Expanded omni-channel CSAT and NPS surveys. Editor’s note: Part one can be found here. Khoros Care.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

CSM Magazine

MARCH 16, 2023

This serves to align the organization’s contact center operational processes, technology ecosystem, and people and provide a complete solution roadmap that yields substantial returns for the bottom line. over five years.

Contact Center 52

Contact Center Analysis Financial Consulting 52

TechSee

AUGUST 31, 2022

What expansion and innovation opportunities will be available to me? Unified Omnichannel Customer Experience: As a unified environment, platforms can enable continuity across self-service, live service and field service for a truly omnichannel , customer-centric experience. Will you be able to influence the roadmap or strategy?

Engagement 109

Engagement Self Service Video Culture 109

Lithium

MARCH 2, 2021

Khoros Roadmap Webinar | Resource Round-up | 2021 Q1. This webinar includes a product demonstration of our newly acquired CX Analytics platform and augmenting existing Khoros solutions with omnichannel analytics. Marketing Roadmap Deep Dive Webinar. Khoros Roadmap Webinar | February 2021. Introducing Topbox CX Analytics.

Roadmap 52

Roadmap Analytics Resources Omni-Channel 52

Think Customers

DECEMBER 13, 2021

Fast forward to 2022—successful brands who continue to grow, innovate, and advance in the digital space need to answer the question: Are we sticking to the human side of the experience? Here’s a refresher of 6 transformation roadmap steps to help deliver exceptional customer experiences and set your brand apart in the marketplace.

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

Bold360

AUGUST 1, 2018

These innovative minds come from companies of all sizes, in all regions of the world. The insights gained help us inform our product roadmaps to ensure we are optimizing Bold360 to meet our customers’ needs both today, and as they scale in the days, months, and years to come.

Roadmap 40

Roadmap Innovation Omni-Channel Banking 40

Avaya

AUGUST 2, 2017

In our experience, the reason for this is because an initial business discovery process was not sufficiently performed to put a strategic execution roadmap in place. A digital roadmap must be created with an inherent understanding of customer, revenue, technical, people, processes and operational drivers.

Roadmap 63

Roadmap eBook Exercises Strategy 63

SurveySparrow

SEPTEMBER 5, 2023

Top 10 Trends in Automotive Customer Experience Trends are the roadmap guiding brands toward greater customer satisfaction and success. Omnichannel Engagement for Seamless Experiences From online browsing to in-person dealership visits, customers expect a seamless transition across channels.

Automotive 52

Automotive Trends Strategy Customer Experience 52

Thematic

APRIL 3, 2024

Improved Product Development: Voice of the Customer data pinpoints desired features, unmet needs, and friction points in existing offerings, fueling innovation and ensuring your products genuinely resonate with your target market. Feasibility: Consider technical limitations and the potential need for new systems or processes. ” 7.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

Talkdesk

JANUARY 31, 2018

When Talkdesk puts together our long-term feature roadmap, we put a lot of thought into where contact center executives want to go in the future and build a product that will give them the tools they need to execute on their vision. Omnichannel. but information isn’t shared across channels.

Contact Center 56

Contact Center Customer Experience Omni-Channel Call Recording 56

SurveySensum

AUGUST 3, 2023

Imagine you run a B2B marketing software company that provides innovative marketing solutions to small businesses. You have a great product that your team has worked tirelessly to develop. But you’re not quite sure how it’s being received by your customers. You’ve many questions like – Are they happy with your service?

B2B 52

B2B Software Feedback NPS 52

Avaya

JUNE 9, 2017

” Well, we’d like to put a new-age spin on this: “If an organization implements a digital transformation plan without a strategic roadmap, does it have an impact?”. Learning how to collaboratively build and deliver a compelling digital business case/roadmap with Avaya’s Customer IT and Business leaders. In the webinar.

Roadmap 41

Roadmap Exercises Strategy Customer Engagement 41

Avaya

MAY 16, 2017

To successfully digitize, all lines of business (LOB) must be aligned and move in concert towards digital innovation. Roadmap Creation: A detailed roadmap helps you finalize digitization plans before implementation. Put simply, digital transformation is more than just digitizing your infrastructure before your competitors do.

Company 50

Company Roadmap eBook Strategy 50

Martin Hill-Wilson

JANUARY 25, 2016

The roadmap they share with me shows they intend to travel even further over the coming months. Leaders don’t trust advisors to do the right thing or being a source of innovation. Let’s hope they soon start to feature in enterprise conversations about innovation as acknowledged experts in customer priorities. Thanks for reading.

Omni-Channel 40

Omni-Channel Insurance Multi-Channel Chief Customer Officer 40

SurveySensum

JANUARY 5, 2023

Upgrades your product roadmap. UseResponse is an omnichannel customer support software and combines 10+ communication channels, including email, Facebook, Twitter, WhatsApp, etc. Hotjar is one of the most innovative yet ideal tools for product managers, marketers, UX designers, etc. Reduces churn and improves retention.

Tools 52

Tools Feedback Effort Score NPS 52

NobelBiz

AUGUST 28, 2023

Here’s a quick list of tech solutions that can get you on the right track: Omnichannel Customer Relationship Management (CRM) Systems centralize customer data and interaction history, enabling agents to deliver personalized and context-rich experiences regardless of the channel. Embrace an omnichannel approach. The answer?

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

InMoment XI

OCTOBER 10, 2023

By offering a granular view of customer service operations and creating an omnichannel customer experience , these metrics empower businesses to make informed decisions, optimize processes, and craft experiences that resonate with their audience. They are not passive observers but active catalysts for change.

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

NobelBiz

NOVEMBER 6, 2023

A Contact Center’s Toolkit of Automation Tools From Interactive Voice Response (IVR) to Chatbots, these innovations drive efficiency, enhance customer interactions, and boost agent performance. Unified Customer View A consolidated view of customer interactions across channels ensures agents are always informed.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

CSM Magazine

JUNE 12, 2020

As retail automation technology takes quantum leaps forward (see Figure 3), companies that provide value-driven information across multiple touchpoints will differentiate themselves from those who employ single channel or siloed environments. Omni-channels. Artificial Intelligence.

Omni-Channel 52

Omni-Channel Customer Service Self Service Virtual Agent 52

SuiteCX

MARCH 31, 2015

Governance is focused on enhanced data, process innovation and new customer metrics. ©2015 suitecx – Confidential Phases to Develop and Execute a CEM/CJM Governance /Quality Program PLANNING Develop CEM/CJM Program and Implementa-on Roadmap 1.  No common tools or process.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

Strativity

APRIL 27, 2023

This article was written by James Lanyon, EVP, Strategy & Innovation ( james.lanyon@materialplus.io ) , and Sean Eidson, VP, Strategy & Innovation ( sean.eidson@materialplus.io ) at Material. Material works with some of the largest and most innovative restaurant brands. Adopt the mindset of prototypes over decks.

Strategy 52

Strategy e-support Roadmap Customer relationships 52

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

Strativity

APRIL 27, 2023

To get there, restaurants need to embrace change as a constant and then optimize, roadmap, and even blow some things up in order to respond faster and exceed customer needs. Material works with some of the largest and most innovative restaurant brands. This means adopting an “imagineering” mindset to create new value in new ways.

Roadmap 52

Roadmap Customer relationships Brands e-support 52

West Monroe

FEBRUARY 23, 2023

How can you break down siloes to innovate faster? And while approaches may vary, there is a roadmap to establishing a mandate for and culture of collaboration, followed by setting up the systems and structures that will make it a reality. That includes a roadmap for collaboration with these key features.

Leadership 52

Leadership Roadmap Culture Gamification 52

Qualtrics

FEBRUARY 18, 2020

Join Moira Dorsey to learn how to build your CX roadmap and plan your path to CX maturity. They’ll be taking to the mainstage in the afternoon to explore how the landscape is shifting in XM and show some of the innovations on the XM Platform that will change how you work in 2020. But why the slow progress? Don’t measure.

Omni-Channel 29

Omni-Channel Government Leadership Measurement 29

NobelBiz

MAY 22, 2023

Things to consider before adopting a Better Phone System Innovation never rests, and neither should your business. Below, we outline a roadmap to guide you through this transition. According to CX Today , 75% of companies that have migrated to the cloud say they’re more likely to trust new and innovative tools like AI.

System 52

System Contact Center Call Center Communication 52

Hero Digital

NOVEMBER 26, 2018

Most brands – even cutting edge, innovative companies – start with their data and technology siloed. Decentralized measurement creates disjointed marketing channels, where each brand message stands alone online, on a billboard, or in your store. Develop an Achievable CX Roadmap. is simply too complex for humans.

Strategy 46

Strategy Data Multi-Channel Roadmap 46

North Highland

OCTOBER 18, 2018

Accompanying this change, becoming “digital” means changing nearly everything that these functions affect, including supply chain, omnichannel customer experiences, business model, and more. Innovation is a key priority and a part of the culture that empowers both strategy and day-to-day ways of working.

Self Service 49

Self Service Technology Leadership Roadmap 49

Avaya

APRIL 24, 2017

They need a roadmap to continually reinvent key processes and fine-tune organizational behavior. They must harness real-time and historical data across all channels and devices to intuitively understand customer needs and optimize business outcomes. The key is investing in an extensible, omnichannel customer engagement solution.

Customer Journeys 59

Customer Journeys Analytics Multi-Channel Contact Center 59

Currency Alliance

DECEMBER 4, 2023

To consider a loyalty topic to be a ‘trend’, it needs to be on the roadmap during 2024 for at least 25% of leading loyalty programs and on the radar for at least 50% of companies. Through 2024, we expect to see continued innovation, whereby loyalty points can be accepted as payment at little or no upfront cost, including in offline settings.

Loyalty 59

Loyalty Trends Data Marketing 59

ViiBE Blog

AUGUST 18, 2021

ViiBE’s remote assistance software makes it effortless to provide your customers with omnichannel communication. The customer success cycle is the roadmap to achieving this goal. Becoming a customer-centric organization has never been easier, thanks to recent innovations.

Customer Centricity 52

Customer Centricity Strategy CRM Net Promoter Score 52

ClearAction

AUGUST 6, 2019

Product Marketing: Voice-of-the-customer data from new and existing customers guide innovation with product and development teams. Accordingly, branding research is conducted to understand how brand attributes are perceived by each customer segment. Educate partners on how the company is speaking to customers.

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48