Multi-channel customer experience management News
June 16, 2016
There are a number of tools that help companies collect and analyze customer data behind the scenes, but the most valuable interactions may happen out in the open on social media.
April 06, 2016
Although consumers have been reticent about digital payments, new services -- such as Venmo and blockchain -- are making the benefits of mobile payments difficult to deny.
March 31, 2016
A PwC expert says customers expect more and more from their digital interactions with companies. But marketing methods like customer personalization haven't caught up.
March 29, 2016
The Royal Bank of Scotland wanted to know more about its customers, and it wanted to use analytics to gain that insight. But it needed to democratize the data first.
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Customer experience management (CEM or CXM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization. Continue Reading
Contact center evolution is explored through four key features, identifying how contact centers have changed through the past, present and future. Continue Reading
Customer health scores can be descriptive or predictive. Descriptive scores focus more on the current state of customer health, whereas predictive scores use current data triggers to predict a customer's future propensity to drop off or renew. Continue Reading
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SAP's Beyond CRM initiative and Salesforce's Commerce Cloud are going after customer data silos and trying to create a truly omnichannel picture. Continue Reading
Companies have come to recognize that providing stellar customer service in just one channel will quickly fall apart if multichannel customer experience is poor. Continue Reading
Companies are moving from gut feel to rely on scientific tools, such as IoT analytics data, to develop customer experience strategy. Continue Reading
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Integrating IoT analytics with supply chain management helps create an efficient and successful customer experience by utilizing data insight not found anywhere else. Continue Reading
IoT analytics helps companies create a better customer experience by providing quality data that allows for the reduction of costs and a more efficient work day. Continue Reading
In the never-ending quest to gain and retain customers while ensuring brand loyalty in a highly competitive global marketplace where the multichannel consumer rules, companies see significant value in mobile location-based services. Utilizing a ... Continue Reading
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Companies still need to be convinced that content marketing strategies are must-haves in the marketing toolkit. Continue Reading
Companies today know they can't get by with just a call center. And they know adding a website alone won't help much. They know where it's at: to improve customer experience, they'll also need a social media presence, a mobile app -- and they'll ... Continue Reading
At the ICMI Contact Center Expo, users were interested in how to make their centers more efficient while serving customers in whatever channel they choose. Continue Reading