Omni-Channel

19 results
of 2
Contributor: CX Network
Posted: Thu, 02/08/2018
Omni-channel
As communication channels expand and customer inquiries become more frequent and complex, customer care leaders are facing a tough question: ‘How do we deliver the best customer experiences to a market that wants to self-serve in digital channels, but still needs agent assistance in crucial moments?’ Today, big customer experience (CX)... Full Content »
Contributor: Zarina de Ruiter
Posted: Tue, 01/23/2018
Rodney Assock
LV= interview about measuring VOC in an age of survey fatigue, making real-time insights actionable and predictions for the year ahead. Rodney Assock is Operational Services Director at LV=. In this interview he answers the following questions:What does your role at Operational Services Director at LV= entail?There is a huge amount of chatter... Full Content »
Contributor: Zarina de Ruiter
Posted: Mon, 12/18/2017
CX predictions
It’s that time of the year again where at CX Network we look deep into our crystal ball to predict the biggest trends, disrupters and changes that will impact customer experience in the 12 months ahead. Okay, it’s not quite as fantastical as that, we base our predictions on industry research and in-depth conversations with senior practitioners... Full Content »
Contributor: Seth Adler
Posted: Tue, 11/21/2017
‘We want to make banking a delight for customers’
In this week’s podcast interview, the Head of Customer and Digital Experience, APAC & EMEA for Citi discusses their focus on becoming a customer-led organisation EPISODE OVERVIEW: This week, CX Network podcast theatre host Seth Adler is joined by the Head of Customer and Digital Experience, APAC & EMEA for Citi, Niamh Byrne. Her focus is... Full Content »
Contributor: Zarina de Ruiter
Posted: Tue, 08/22/2017
The global state of customer experience 2017
The biggest CX trends, challenges and investment priorities for the next 12-18 months With The Global State of Customer Experience 2016 being the most popular of CX Network’s reports last year, we conducted our in-depth research for the second year running through a comprehensive annual survey. We gauged the views of global customer experience... Full Content »
Contributor: Seth Adler
Posted: Tue, 08/01/2017
Podcast interview with Kathryn Moore on interconnected retail
What are the differences between omni-channel and interconnected retail? Listen to our latest podcast interview to find out EPISODE OVERVIEW: Kathryn Moore works in strategy and insight for a US-based big box home improvement retailer. She joins host Seth Adler from the CX Network podcast theatre to discuss the difference between omni-channel... Full Content »
Posted: Thu, 07/20/2017
How TM Lewin’s is improving their CX through multi-channel
Keith Nesbitt is the Chief Operating Officer of tailoring chain TM Lewin. In a presentation at the Customer Experience Exchange for Retail he spoke about the opportunities of implementing multi-channel customer initiatives to maximise the In-store experience and how they’re planning to improve their customer experience by keeping multi-channel... Full Content »
Posted: Wed, 05/10/2017
The Customer Experience Buyer’s Guide 2017
Your ultimate resource to the key CX investment areas for 2017 and how to make the most from your vendor partnerships. There is no denying that in 2017 for organisations to stay ahead of their competitors and differentiate themselves within the market, they need to focus on providing an excellent customer experience. But while some elements of a... Full Content »
Contributor: Ernan Roman
Posted: Mon, 04/10/2017
Experiences Not Channels to Engage with Customers
Marketing expert and blogger Ernan Roman discusses why omni-channel is an important part of the overall customer experience, but that contact channels aren’t the end goal: an excellent experience is. “You can’t have your channels competing against one another… The goal is to get your organisation as a whole to work toward overall revenue... Full Content »
Posted: Tue, 01/24/2017
Omni-Channel Experience CenterPoint Energy
Gregory Knight is the SVP & Chief Customer Officer at CenterPoint Energy. At the Executive Customer Contact Exchange US he held a presentation around the omni-channel experience at the company. He talks about the journey at CenterPoint Energy from the importance of VOC to a new predictive and proactive IVR service, and how social media ties... Full Content »
Contributor: IQPC Editorial Team
Posted: Mon, 11/28/2016
Customer Insight Data Analytics Multi-Channel Contact Centre
We are in a new age of the contact centre. We’re living in a multi-channel world where the customer has never been more vocal and digital channels provide a platform for constant feedback – both positive and negative. But what does this new environment mean for quality assurance (QA)? How do you define quality in this fast-paced digital age and... Full Content »
19 results
of 2