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Tweet What we saw at the conference was a full suite for customer experience. As point solutions turn to suites, Constellation Research predicts organizations that want to keep all the information about customers flowing in one place will most likely turn to platforms, suites and hubs for customer experience.
In short, yesterday I attended Day 1 of of the Blockchain Futurist Conference - basic details here - partly to invest a day of my time to immerse myself in the space, but also to see where there might be applications in the communications and/or customercare spaces.
Challenges and opportunities associated with omnichannel: One of the most significant issues for businesses is ensuring support for customers navigating the different channels in an omnichannel process. Fortunately, the latest technologies utilize artificial intelligence and bigdata to address customer concerns and process inefficiency.
In addition to scheduling appointments with branch employees that have the right skills for a given topic, the combined offering can schedule remote financial specialists to meet with customers and branch employees by video conference for even greater omnichannel customer engagement. How Will Brands Measure Success?
Back to the conference, @jasonlsilva gave a wonderful talk on perception, change and our ability to redefine the meaning of a billionaire to one that helps a billion people. Some analysts think companies will be competing on customer experience in the future. I believe they always have been.
Recontacts figure prominently in the story of recurring effort we discussed in our last post on the Four Flavors of Customer Loyalty (the moment the customer “breaks” from the sheer exhaustion of doing business with the company). In no uncertain terms: Repeat contacts are toxic to the customer experience.
At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. 2018 SWPP Annual Conference: June 4-6, Nashville, TN. BigData & Analytics for Retail Summit : June 6-7, Chicago, IL. and Now What?’
At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. as we explore the many activities and opportunities that will help your company navigate a successful course in the multifaceted customer service and support world.
Data to Decisions – Using data to make informed business decisions. examples: bigdata, predictive analytics) . Digital Marketing Transformation – Personalized, data-driven digital marketing. . examples: sensors, smart ‘things’, device to purchase).
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