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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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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
Companies are seeking to combine physical and digital (phygital) communication channels and provide customers with a seamless experience. Continue Reading
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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
Gone are the days when reps wade through white noise to find prospective buyers. Lattice identifies buying signals and customers. Continue Reading
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Mobile location-based services have the potential to give companies serious consumer insight, but ethical issues abound. Continue Reading
Mobile location-based services can yield information about customers, but companies need to travel a careful line with the information they gather. Continue Reading
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
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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