Avaya

DECEMBER 1, 2016

Integrate Multichannel Customer Contact into Your Strategy. An overwhelming majority of customers expect organizations to offer different channels to meet their needs, and make it easy to do so (Marcus Hickman, The Autonomous Customer 2015). Drive an Efficient Experience with Skills-Based Routing.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

Eptica

MARCH 14, 2018

In the latest Eptica Multichannel Customer Experience study , we evaluated the real-world online experience of 100 leading companies – including ten banks – by asking typical customer questions over the web, email, Twitter, Facebook and chat. However, this was a drop from 2016’s figure (84%) and 2015’s 91%.

Banking 49

Banking Customer Experience Multichannel Government 49

COPC

JANUARY 21, 2016

In 2015, companies surveyed said that 79% of the time they generally met the needs and expectations of their customers. The disparity in meeting expectations is one of the key findings highlighted in the Corporate Edition of the fourth annual Customer Experience Management Benchmark (CXMB) Series , produced by COPC Inc.

Multichannel 40

Multichannel Surveys Benchmark Customer Experience 40

Eptica

FEBRUARY 26, 2016

Driving online customers to the store In 2015 U.S. It also emphasizes the need to benchmark against competitors. consumers spent $1.5 trillion on purchases in-store that originally started or were influenced along the way by digital interactions – and retailers are trying to encourage this trend. Share this page on: Tweet.

Customer Experience 50

Customer Experience Multichannel Benchmark Banking 50

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. Global Contact Centre Benchmarking Report, Dimension Data 2017.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

COPC

MAY 16, 2018

This information can be found in a variety of ways, including benchmarking competitors, consumer research, customer surveys and focus groups. Turning to specific results from CXMB Series research, since 2015, consumers have been asked about their assisted versus unassisted interaction preferences.

Surveys 42

Surveys Journey mapping Customer centricity Entertainment 42

Comm100

NOVEMBER 13, 2022

Omnichannel vs multichannel support. When discussing what is omnichannel customer service , it’s vital to distinguish its differences to multichannel support. Multichannel support can appear similar to omnichannel, but in practice the difference is night and day. Founded: 2015. Find out more. Commonly supported channels.

Customer Service 92

Customer Service Multichannel Chatbots Healthcare 92

COPC

APRIL 14, 2016

Judi is providing an in-depth exploration of the findings from the 2015 Customer Experience Management Benchmark (CXMB) Survey — a joint venture between COPC Inc. This one-day session showcases a team of industry experts examining the findings of the Customer Experience Management Benchmark (CXMB) report.

Benchmark 40

Benchmark Journey mapping Airlines Contact Center 40