RichCall

SEPTEMBER 13, 2017

ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. Global Contact Centre Benchmarking Report, Dimension Data 2017. The The 2017 Global Benchmarking Report (pdf) suggests that the top trends are: CX as the differentiator (82.%). Contact Center and CX Research and Reports.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Pointillist

APRIL 17, 2019

In this post, I’ll review the pros and cons of six major categories: customer data platforms, business intelligence software, customer analytics tools, digital experience platforms, journey mapping tools, and customer journey analytics software. What is Journey Mapping?

Analytics 51

Analytics Journey mapping Multichannel Government 51

Pointillist

MAY 23, 2018

Handpicked Related Content: Make Your Journey Maps Measurable with Customer Journey Analytics. How to Improve Customer Experience Using Journey Analytics. Journey Mapping. According to a recent Forrester survey, 88% of CX pros are doing customer journey mapping.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90

GetFeedback

APRIL 25, 2019

This shift isn’t lost on businesses either—in 2017, two-thirds of marketers say their companies compete mostly on the basis of customer experience (CX), according to a Gartner Customer Experience survey. But multichannel service can only do so much because while these channels work alongside one another they’re largely separate.

Customer Service 74

Customer Service Multichannel CRM Journey mapping 74

COPC

MAY 16, 2018

And while this approach is covered in great detail in a four-part blog published in October 2017 (which can be found here ), the foundational steps of taking a customer-centric approach to channel strategy are as follows: Step 1: Ask which channels are currently offered and which channels customers are actually using.

Surveys 42

Surveys Journey mapping Customer centricity Entertainment 42

Avaya

APRIL 24, 2017

It’s expected that 60% of all large organizations will develop customer journey mapping capabilities by 2018. Here’s how customer journey analytics stand apart from traditional reporting and analytics: Obliterates Siloes: A siloed environment is the greatest barrier to data success, and it’s affecting more businesses than we realize.

Analytics 59

Analytics Journey mapping Contact Center Benchmark 59

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? Companies also plan on achieving this top priority for 2018 by creating or optimizing automated self-service experiences (such as through intelligent customer knowledge bases and Chatbots), and improving customer journey mapping.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40