Brad Cleveland Blog

MAY 8, 2015

Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings. How many organizations are using various contact channels? The questions included both channels supported and the percentage of total contact volume. Here’s a summary of the findings:

Multichannel 20

Multichannel Contact Center Multi-channel support Self service 20

airespring

JANUARY 20, 2016

For all of the technological changes in our lives, the 2015 Global State of Multichannel Customer Service report by Parature found that the vast majority of people—over 80%—still prefer to use mobile or landline phones when communicating with businesses.

Multichannel 74

Multichannel Telecommunications Accountability Technology 74

Sykes

MARCH 5, 2019

engagement solutions and services with an emphasis on inbound multichannel demand generation, customer service and technical support to its clients’ customers. Its Americas and EMEA regions primarily provide customer?engagement

Marketing 75

Marketing Technical Support Enterprise Transportation 75

Talkdesk

APRIL 26, 2016

— MyCustomer.com (@MyCustomer) December 22, 2015. Olivier Njamfa || Eptica Customer Experience Blog. Olivier Njamfa explored the same topic that I did, using France and the UK for comparison and instead of an interview, he looked at multichannel customer experience statistics. Horowitz || Talkdesk. Great minds think alike!

Customer Experience 40

Customer Experience Multichannel Engineering Customer retention 40

CX Journey

MAY 26, 2016

It was published on their blog on December 17, 2015. When you think about the multichannel and the omnichannel customer experience where partners are involved (they aren't always), it's even more critical to ensure partners are lined up for success. Image courtesy of geralt/pixabay I originally wrote today's post for Intradiem.

Customer Experience 43

Customer Experience Healthcare B2B Multichannel 43

CX Journey

APRIL 12, 2016

It was published on their blog on November 18, 2015. In my closing statement, I mentioned that I'd write about a channel that you may not think about when you’re making the transition and the transformation from multichannel to omnichannel experiences. when thinking about the omnichannel experience. That's a good start.

Multichannel 43

Multichannel Customer effort Airlines Education 43

Comm100

AUGUST 23, 2018

This blog post is not about the top customer service trends to watch out for in 2018. Multichannel” and “omnichannel” have been buzzwords for years now. In 2015, Amazon began offering free one-day shipping in 14 metropolitan areas in the U.S. Organic Mobile Experiences Blur Channel Lines.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

NICE inContact

NOVEMBER 12, 2019

multichannel customer service? Looking at year-over-year industry statistics from the yearly Dimension Data Customer Experience Benchmarking, the number of channels supported has been growing steadily between 2015 and 2017. With multichannel, the customer would have to end the chat session, then call in to speak to a live agent.

Multichannel 54

Multichannel Benchmark Contact Center Self service 54

Eptica

DECEMBER 4, 2015

Date: Friday, December 4, 2015 Happy Holidays? Published on: December 04, 2015. Customers are not happy with service levels 35% of American consumers were dissatisfied with the experience they received online during November 2015. How good is retail customer service? part of the research. There were three key points: 1.

Multichannel 49

Multichannel Customer Service Upselling Contact Center 49

Eptica

MARCH 4, 2016

Author: Pauline Ashenden Over the past five years Eptica has regularly evaluated the multichannel customer experience offered by 100 of the UK’s biggest brands , across ten sectors. This year’s Eptica Multichannel Customer Experience Study has just been published, so how are brands faring in 2016?

Multichannel 50

Multichannel Self service Advertising Surveys 50

Eptica

DECEMBER 11, 2015

Date: Friday, December 11, 2015 Festive failings in UK customer service. Published on: December 11, 2015. In this previous blog we discussed the key trends in the United States. An infographic illustrating the 2015 Eptica Retail Black Friday Customer Experience Study is available here. Share this page on: Tweet.

Customer Service 49

Customer Service Multichannel Self service Contact Center 49

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

Pointillist

MAY 23, 2018

According to Gartner’s Multichannel Marketing Effectiveness Survey, however, “nearly 40% of the marketing leaders we surveyed say that reaching audiences at the right moments using advanced techniques continues to be their top multichannel marketing challenge.”.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90

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

RichCall

SEPTEMBER 13, 2017

ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. Here are the experts: @Jon Arnold , an independent research analyst with a great blog. In fact this number increased from 67% in 2012 to 84% in 2015. Contact Center and CX Research and Reports. Al Hopper , cofounder of DoLabSATX.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Beyond Philosophy

OCTOBER 15, 2015

According to the 2015 U.K. State of Multichannel Customer Service Report published by Parature and Microsoft Dynamics CRM, it’s not a moment too soon. If you enjoyed this post, you might be interested in the following blogs: British People Don’t Always Say What They Mean…Neither Do Customers. The Value of Complaints.

Customer Service 379

Customer Service Multichannel Self service CRM 379