RichCall

SEPTEMBER 13, 2017

ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. personalization. connected customer journeys with 9 channels in most contact centers. In fact this number increased from 67% in 2012 to 84% in 2015. Contact Center and CX Research and Reports. of companies. omnichannel.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Journey Discovery Creates a Bridge Between Customer Behaviors and Business Outcomes. Journey Mapping.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90

CX Journey

FEBRUARY 25, 2016

It was published on their blog on October 15, 2015. Don't confuse that with multichannel or any of the other "xx-channel" terms. Let's start with defining multichannel versus omnichannel. Multichannel does not refer to a consistent, seamless experience across channels. There's a difference! Are you ready?

Customer effort 46

Customer effort Multichannel Journey mapping Metrics 46

COPC

MAY 16, 2018

This can be done by plotting customer satisfaction and dissatisfaction scores in a CX Matrix as well as by exploring the current customer experience through customer journey mapping. Conversely, a customer of an entertainment product, like a video game, might value making a personal connection with the brand. Customer feedback.

Surveys 42

Surveys Journey mapping Customer centricity Entertainment 42