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
Royal Philips of the Netherlands wanted to step into the modern era of content marketing to better serve customers on its website. But legacy IT systems stood in the way.
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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
Companies are seeking to combine physical and digital (phygital) communication channels and provide customers with a seamless experience. Continue Reading
Customer engagement is the means by which a company forges a relationship with its customer base through advocacy and action on the part of customers. Continue Reading
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While basic contact center manager skills haven't changed, they have broadened and will continue to evolve as contact center management technology evolves. Continue Reading
Salesforce Lightning UI was updated this fall, enabling even greater ease of use, but pain points still exist in the platform. Continue Reading
Salesforce, the CRM provider, is tapping key partners to pilot IoT, and the success of the IoT Cloud may turn on the partner ecosystem. Continue Reading
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Social media, live chats, customer communities, email messages, and mobile apps are some of the many communication channels bursting with customer data. Collecting this data can mean you're "halfway there," but many companies are "livin' on a prayer... Continue Reading
Personalized messaging can be an invaluable tool for marketers. Unfortunately, these marketing campaigns aren't living up to their potential, according to consumers. Continue Reading
Mobile and social CRM have reshaped the customer experience, creating two-way conversations and multichannel endeavors. 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