Customer Experience Exchange E-Zine: Issue 3
By: TechTarget Customer Experience View more from TechTarget Customer Experience >>
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6 customer service channels you need to support
By: Oracle Corporation
Type: eGuide
As the number of customer service channels continues to expand, organizations have been challenged to decide which to prioritize. Where should you allocate resources to most effectively engage with current and potential customers?
In this expert e-guide, Scott Sachs (President of the specialized consultancy SJS Solutions) weighs the pros and cons of these 6 main customer service channels:
- Chat/video chat
- Phone
- Social media
- Customer self-service
- Mobile
These are also closely related to: "Customer Experience Exchange E-Zine: Issue 3"
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CRM Evolves Towards Digital Customer Engagement
By: TechTarget ComputerWeekly.com
Type: eGuide
CRM has been a mainstay of enterprise software since the heyday of Siebel in the 1990s, starting with salesforce automation.
More recently, customer relationship management has evolved towards engaging with customers through every channel, with digital to the fore. And, as with every other area of business IT, artificial intelligence/machine learning is coming into play. SAP Hybris and Salesforce’s Einstein are, for example, among the technologies available to CIOs looking to develop modern customer engagement capabilities.
Cognitive computing, closely associated with IBM, is emerging as a means of getting closer to customers. Luxury fashion e-commerce retailer Net-a-Porter is one outfit that is exploring such artificial intelligence in retail, and we feature here an interview with the CIO of the Yoox Net-a-Porter group.
CRM has also broadened scope beyond commercial companies managing relationships with their paying customers to, for example, healthcare and higher education, as the lead article in this e-guide displays.
Sports fans are another group of “customers” who, beyond ticket sales, would scarcely have been considered such a few decades ago.
CRM is evolving, both technically, and as a business discipline.
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Improve your NPS score through real-time resolution
By: Teleperformance
Type: Case Study
The Net Promoter Score (NPS) assesses customer satisfaction and their likelihood to recommend a business. Vodafone Idea, known as Vi, aimed to boost their score by enhancing:
- Response and resolution times
- Service and agent satisfaction
- Recommendation likelihood
Teaming up with Teleperformance, Vodafone gained detailed insights into customer touchpoints, enabling swift resolution of pain points and real-time feedback collection. Access this case study to hear the full story and learn how you can contact Teleperformance to discover more.
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Improve customer experience with good customer data
By: Microsoft
Type: eGuide
Learn how you can build customer loyalty and improve customer experiences via quality and effective customer data collection and analysis. In addition, tap into how companies like 7-Eleven, Walgreens, and Mazda are improving customer journeys by enabling mobile loyalty programs.
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A Computer Weekly e-Guide to CRM
By: TechTarget ComputerWeekly.com
Type: eGuide
We take a look at the fundamental do's and don'ts of Customer Relationship Management. Including examples of how companies are utilizing it to their advantage and how to avoid making mistakes in the world of building bridges with your customers.
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CX leader’s guide for meeting customers’ expectations
By: Teleperformance
Type: White Paper
The digital transformation has provided today’s customers with more channels and options for communication than ever. However, this has also set consumer standards higher for what they expect when it comes to customer experiences. So, how can organizations best keep up? Browse this report to learn more.
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The roadmap customer satisfaction starts with identity
By: Ping Identity Corporation
Type: eBook
Is your organization successfully and consistently providing customers with the experiences they want? Customer identity and access management (CIAM) can give you and your team the tools to deliver engaging experiences, reduce risk, and attract and retain customers, allowing you to outpace the competition. Read on to learn more.
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How to enable a consistent omnichannel CX with 8X8
By: 8x8
Type: White Paper
The challenge of building a consistent brand and maintaining quality communications multiplies as more channels are added. But scaling does not have to come at the expense of customer satisfaction if done right. Read this white paper to learn how you can deliver contextualized, on-demand conversations across multiple channels at scale.
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The future of customer engagement through digital communication
By: 8x8
Type: eBook
Digital is the present and future of customer engagement, with well-developed integrated communications platforms a must-have for modern enterprises. Access this report to learn how GlobalData puts together a comprehensive guide to how modern businesses are redefining their customer engagement by using digital communications and APIs.
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UC leader’s guide for driving revenue with UCaaS & CCaaS
By: RingCentral
Type: White Paper
Discover how to unlock revenue through connected business communications. Learn how agent empowerment, integrated contact center and unified communications, and AI-powered features can enhance customer experience and drive business outcomes. Read the full report to learn more.
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Improve your customer service: 8 best practices & more
By: Teleperformance
Type: White Paper
Today, 88% of consumers have higher customer service expectations than in past years. This means that it has become critical to ensure efficient, personalized, and memorable customer experiences (CX) to meet new standards and increase loyalty. So, what exactly do customers want? Dig into this guide to learn more.
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Teleperformance puts one auto maker’s contact center on the fast track
By: Teleperformance
Type: Case Study
To maintain its market position and ensure success in a highly competitive landscape, a European auto manufacturer needed to level up its customer care center performance. Learn how this auto maker put their care center on the fast track with Teleperformance by downloading this case study or Schedule a Demo.
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CX & retail: Modernizing strategies for customer loyalty
By: Webex by Cisco
Type: eBook
When 75% of consumers report that they prefer to use messaging channels for customer service over other alternatives, it’s critical for companies to prioritize conversational messaging to improve their customer engagement. However, it can be tough knowing where to begin. Dig into this guide to learn more.
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Should CX teams be implementing video for customer acquisition and support?
By: Teleperformance
Type: eBook
Today, 25% of organizations report that they’ve adopted video chat and video kiosks as channels to improve their customer service efforts. However, some aren’t so sure about the technology and are hesitant to implement it. Browse this guide to learn more.
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Contact center leader’s guide to mastering WFH
By: Hinduja Global Solutions
Type: eBook
With 80% of today’s contact center agents reporting that they work from home, it’s clear to see just how much of the landscape has transformed. However, many still face the same challenges. So, how can businesses best overcome these hurdles while still meeting hybrid and remote expectations? Browse this guide to learn more.
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Transform digital commerce with AWS for Retail
By: Amazon Web Services
Type: eBook
More than ever, customers are demanding seamless and compelling digital shopping experiences. To meet new and evolving expectations, retail organizations are migrating to AWS to create agile and cost-effective digital commerce platforms to modernize their applications. Read on to learn why.
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Your customer experience can boost revenue for your company
By: Teleperformance
Type: eBook
In a world where customer experience means everything, organizations must have the capabilities to meet modern standards for contact center service. So, what strategies, tools, and technologies can you leverage to ensure better, more effective CX? Browse this guide to learn more.
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SMS marketing: 5-step guide for success
By: Commify
Type: eBook
With it being reported that today’s SMS channels have a 95% open rate, it’s no wonder that more and more organizations are working to incorporate these messages, alerts, and promotions into their marketing strategies. However, many companies are still unsure. Browse this guide to learn more.
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How to Protect Customer Privacy
By: 8x8
Type: White Paper
You’ve seen it before, once an organization has its customer data breached, the customers run for the nearest exit to a competitor. The reputation recovery process will also be difficult. To avoid all of this, you must understand that customer privacy is a must-have necessity. Read on to learn more about protecting your customers’ privacy.
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How analytics-powered insights enhance CX and profitability in the airline sector.
By: Teleperformance
Type: Case Study
When this international airline realized their need for better, more personalized customer experiences (CX), they sought out a way that they could gain more visibility into customer preferences, needs, and pain points in order to differentiate their brand and the services they provide. Access this case study to learn more.
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Upstack Digest AI and CX
By: Upstack, Inc.
Type: White Paper
UPSTACK's digest includes a variety of articles about what you need to know about AI and Customer Experience and how to effectively leverage automation.
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How CPaaS can enhance your CX and drive loyalty
By: Kaleyra
Type: eBook
With than half of today’s customers reporting they would likely to switch to a competitor when their expectations failed to be met by companies and brands, it has become critical for businesses to prioritize their customer experiences (CX) above all else. Browse this guide to learn more.
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Leader’s guide for transforming your sales operation
By: Teleperformance
Type: Case Study
Transforming your organization’s in-house sales into a digital operation is no easy task. This was the case for a large food and beverage company. That’s when they found Teleperformance, who was able to help them revamp their tools, analytics, and reporting. Dig into this case study to learn more.
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Turn retail data into a competitive advantage
By: AWS
Type: White Paper
The right data strategy can enable your retail business to optimize processes, reduce costs, delight customers—and gain a critical advantage over your competitors. Unfortunately, most retailers today aren’t leveraging the full business value of their data. Access this e-book to learn more.
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Turn Retail Data into a Competitive Advantage
By: Amazon Web Services
Type: White Paper
The right data strategy can enable your retail business to optimize processes, reduce costs, delight customers—and gain a critical advantage over your competitors. Unfortunately, most retailers today aren’t leveraging the full business value of their data. Access this e-book to learn more.
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Enterprise Strategy Group analysis of Sprinklr Social Ultimate for omnichannel CX
By: Sprinklr
Type: ESG Technical Validation Report
How can companies like yours streamline social media CX while reducing tool sprawl? Examine this ESG Technical Validation to discover how Sprinklr Social Ultimate fills this need, unifying customer and prospect engagement, reporting, and marketing across social, chat, review, and messaging.
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Customer expectations are changing: What to do about it
By: ServiceNow
Type: eBook
For companies to be successful, they must achieve the delicate balance of finding ways to reduce costs while still delivering seamless customer experiences that stand out versus the competition. Today, focusing solely on customer engagement is not enough. Customers also want easy problem-solving with minimal effort. Read on to see how to offer it.
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How integrating UC & the contact center can enhance CX
By: RingCentral
Type: White Paper
Integrated unified communications and contact center solutions can break down silos to improve employee and customer experiences. Learn how leading companies like Caliber Home Loans and Akumin are using RingCentral's integrated UCaaS and CCaaS to enhance collaboration and productivity. Read the full analyst report.
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Why EX is the key to improving your CX
By: RingCentral
Type: White Paper
Discover how to improve customer experience by elevating employee experience. Unify communications and contact center solutions to boost productivity, enhance the customer journey, and achieve business goals. Read the full e-book to learn more.
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Design a winning omnichannel strategy with this tool
By: 8x8
Type: eBook
Just because customers aren’t dealing directly with a single sales agent anymore, doesn’t mean they don’t crave personalized, human-centric engagement. The million-dollar question is, with so many channels available, which should you be using? In this e-book, explore 4 different channels and their advantages in customer satisfaction.
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The state of the healthcare consumer experience today
By: The Advisory Board
Type: Research Content
Healthcare consumers weigh several priorities, including access, convenience, cost, quality, and experience, when deciding where — or if — to seek care. As care providers compete on these priorities, view this report for a snapshot of the status quo from which they'll need to differentiate themselves.
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44-page e-book: CPaaS trends in 2024
By: Kaleyra
Type: eBook
By 2025, Gartner predicts, 95% of global enterprises will leverage API-enabled CPaaS (communication platform as a service) offerings. With the prevalence of CPaaS in mind, what trends should you expect in the CPaaS landscape throughout 2024? Find out in this e-book, “Scaling Communications: CPaaS and Global Expansion.”
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Customer experience insights guide
By: ARG, Inc.
Type: Analyst Report
According to a recent study, every year $98 billion is lost by companies failing to provide “simple” experiences that customers want. This report provides a complete breakdown of the current state of customer experience, looking at the key trends defining the modern customer’s demands. Read on to learn more.
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Retain customers by implementing communication platforms for better CX
By: 8x8
Type: White Paper
76% of customers want great end-to-end service, even across different channels. How can you address customer pain points and deliver experiences that differentiate your business? Read on to learn why delivering real-time, consistent and personalized omnichannel experiences is key for future-proofing your customer engagement strategy.
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Deliver better customer experiences by solving the CX trilemma
By: Webex by Cisco
Type: Research Content
A successful customer experience (CX) includes three elements: resolution, rapport, and relevance, and integrating these are crucial. Download this consumer report to discover the best practices for solving this CX trilemma, and the best ways to excel in all 3 areas.
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6 success stories: How cloud communications can help you win
By: RingCentral
Type: Case Study
This case study explores how 6 companies used RingCentral's cloud communications solutions to improve customer service, boost agent productivity, and enhance collaboration across distributed teams. Learn how RingCentral can transform your customer experience.
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Automated chatbot testing: Is it worth it?
By: Cyara
Type: Product Overview
As organizations continue to integrate chatbots and other AI tools into their contact centers, it’s critical to ensure that they’re working efficiently and effectively 24/7. However, keeping up with these solutions at all hours of the day isn’t easy. That’s where automated testing and monitoring comes in. Browse this guide to learn more.
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Digital leaders in the UK 2019
By: TechTarget ComputerWeekly.com
Type: Research Content
This report from management and technology consulting firm BearingPoint is intended to give an assessment and provide a constructive analysis of UK companies' digital maturity, hence the nature of the statistics provided.
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Contact center leader’s guide to improving CX journeys
By: Cyara
Type: Product Overview
To keep up with modern standards for customer experiences, it has become critical for organizations to be able to connect with their consumers on all channels available. However, these must be continuously tested and monitored to ensure that they’re meeting those expectations. Browse this white paper to learn more.
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Top digital experience trends for travel and hospitality
By: Teleperformance
Type: Research Content
While the travel and hospitality landscape continues to evolve to meet modern standards, only 30% of today’s companies feel as though they’ve been able to navigate a digital transformation successfully. Browse this white paper to learn more.
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Retail: Top 6 buyer personas & what makes them tick
By: Diebold Nixdorf
Type: White Paper
Many retailers understand their customers through segmentation and knowing what they prefer and where they like to shop. But even with this valuable information, something is still missing. The question remains, why do retail customers use technology in-store, and how can retailers monetize that activity? Read on to learn more about it.
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Top 10 retail technology stories of 2019
By: TechTarget ComputerWeekly.com
Type: eGuide
Computer Weekly looks at what 2019 had in store for the retail industry – what technologies were retailers rushing to adopt and how is customer behaviour changing?
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Strategies for winning the battle for the policyholder
By: Ensono Limited
Type: White Paper
According to recent research insurance profits fell by about 15% across the sector over the last year. This white paper examines the opportunities for insurance businesses willing to lean in on new and emerging technologies and outline the strategies that could bring success in a sector in flux. Download now to learn more.
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Customer engagement: The value of omnichannel retail strategy
By: 8x8
Type: White Paper
According to Salesforce research, 76% of customers expect consistently great service across different departments and channels. Read on to learn how Communication APIs can enable your organization to better manage customer conversations and streamline your engagement strategy to achieve a consistent customer experience.
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E-commerce leader’s guide to headless commerce
By: Nacelle
Type: eBook
70% of today’s customers say they expect companies to understand their unique needs and expectations, forcing organizations to keep up with new personalization standards to stay competitive. But how can this best be done? Access this guide to learn more.
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Customer support 101: Monetize your cost centers with analytics
By: Teleperformance
Type: Research Content
Today, the buying journey is no longer linear. Between the variety of ways customers can now interact with a brand (before and after purchases) to the different routes they can leverage for support, brands now must meet new expectations for digital experiences. Browse this report to learn more.
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Customer data platform: Harmonize your customer data
By: Teradata
Type: eBook
It’s critical to create a meaningful customer experience on the first go around. However, siloed data makes that difficult to do. So how can you take control of your disparate data sources to strengthen CX? Read this e-book to understand how you can deliver a seamless and personalized CX by enabling a unified view of the entire customer journey.
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Digital Experience platforms intensify customer engagement programmes
By: TechTarget ComputerWeekly.com
Type: eBook
Digital Experience Management platforms are developing and becoming more sophisticated as companies seek to intensify relationships with customers in order to gain competitive advantage against their peers. Improving customer experience will only become evermore important as companies endeavor to navigate an increasingly turbulent economy.
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The power of communication in ecommerce logistics
By: 8x8
Type: White Paper
With the right use of communication channels, ecommerce brands and their last mile logistics partners can offer full visibility across all stages of the delivery process and improve customer experiences. Read on to understand the full power of transparent and active communication in ecommerce logistics.
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The key to measuring the value of content
By: BrightSpot
Type: eBook
When 6 out of 10 marketers report that they find measuring content marketing performance either extremely or moderately difficult, it’s clear that organizations need to supply their teams with tools that allow for simpler content quality measurement. But how can this be done? Access this guide to learn more.
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A Computer Weekly buyer's guide to digital customer experience
By: TechTarget ComputerWeekly.com
Type: eGuide
The pandemic has brought on changes to how organisations and their customers interact. In this 15-page buyer's guide, Computer Weekly looks at why firms need to adapt, what customer and employee experience has in common and what companies are doing to update the digital customer experience.