Frictionless and Secure Omni-Channel Experiences
By: Okta View more from Okta >>
Download this next:
How you can keep up with the customer experience evolution
By: ServiceNow
Type: White Paper
In today’s marketplace, the demand for more personalized, preventative, and proactive customer experiences has never been higher. To keep up, organizations are pressured to find ways to enhance their customer experience without breaking their budget.
In this article, you will learn about the major challenges that customer service departments should be focusing on, and how to overcome those obstacles and drive strategic change to achieve a premier customer experience.
Read on to learn more about how to make sure your organization can deliver a seamless customer service experience that forms a single, simple, and consistent brand experience.
These are also closely related to: "Frictionless and Secure Omni-Channel Experiences"
-
CX Has Jumped to the Top of Management Agendas
By: 8x8
Type: Infographic
Do you want to reach your customer experience KPIs faster?
Enabling an omnichannel customer experience (CX) may be the key to increase customer loyalty and lifetime value. In fact, 86% of buyers are willing to pay more for a great customer experience.
Tap into this infographic to learn how you can take your CX to the next level with a unified communications platform that allows you to:
- Manage customer conversations across multiple channels
- Deliver truly seamless, personalized, always-on experiences
- Make your business stand out in today’s crowded market
- And more
-
Customer service technologies emerge bloodied but unbowed from Covid-19 pandemic
By: TechTarget ComputerWeekly.com
Type: eBook
The pandemic caused many businesses to reassess their approach to customer experience. Customers were changing their behaviour, their channels, their brands and suppliers and organisations had to adapt. Download this exclusive e-guide and read more about the transformative impact of the pandemic on customer service and experience.
- Customer experience market made leap forward during pandemic
- Clara Shih, CEO, Salesforce Service Cloud on the shape of post-pandemic service work
- How companies are rethinking digital customer experience in wake of pandemic
- SMEs step up e-commerce ventures under shadow of Covid
Find more content like what you just read:
-
5 customer experience revelations for the GenAI era
By: ServiceNow
Type: eBook
Discover in this e-book 5 revelations about today’s customer service experience that CX leaders need to prepare for in the GenAI era.
-
How IT can boost employee and customer experience initiatives
By: ServiceNow
Type: eBook
Discover in this e-book how your IT team can help your organization deliver a cohesive and accelerated customer experience.
-
Top 5 IT imperatives for supporting EX and CX
By: ServiceNow and Konversational
Type: eBook
With the right tools, you can improve employee productivity with automation and increase customer satisfaction with reliable services. Discover in this eBook how your IT team can help your organization deliver a cohesive and accelerated customer and employee experience.
-
Infographic: Top 10 ways to improve Customer Experience
By: TechTarget ComputerWeekly.com
Type: eGuide
As customer expectations increase, so does the need for excellent customer service and customer experience. There are many methods to improve CX - some complex and costly, others relatively simple and inexpensive. But how do you know what's right for you, and where do you start? Here are 10 initiatives you can use to improve customer experience.
-
Customer experience maps vs. customer journey maps
By: TechTarget ComputerWeekly.com
Type: eGuide
Customer experience management is a set of processes a company uses to track interactions between a customer and the organization across every touchpoint. In this infographic, learn about the main differences between customer experience maps and customer journey maps, and why they are key factors in the operation of CXM software.
-
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.
-
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.
-
Call center leader’s 5-step guide for performance management success
By: Broadvoice
Type: Blog
In today’s world of sharing, customer experiences have never been more important. 72% of customers share their good experiences with others, and 13% of customers tell at least 15 people if they have a negative experience with a company. So, how can you ensure positive customer service every time? Access this article to learn more.
-
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.
-
Make your customer experience your top competitive asset
By: InflowCX
Type: Webcast
With so much competition in almost every industry, the customer experience has become the key differentiator for customers. This means that businesses must ensure that their CX strategy and processes are built to enhance the overall experience. Without the right platform, this can be a challenging task. Watch this webcast to learn more about it.
-
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.
-
Pros and cons of major CRM providers
By: TechTarget ComputerWeekly.com
Type: Ezine
In this issue of Computer Weekly, as the UK votes for a new government, examine the digital policies in the manifestos of the Conservative, Labour and Liberal Democrat parties, and hear what IT trade body TechUK would like to see for the tech sector from the next administration. Read the issue now.
-
Digital Experience Trends 2023: A Data-Driven Trend Report
By: Reply
Type: White Paper
With so much focus on the customer experience, in a digital-first world, it is going to be your organization’s digital experience that makes the difference in your success. Your customers demand an engaging and frictionless experience with no hurdles to clear. To deliver that, you need to know the current trends. Read on to see them here.
-
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.
-
Developing an Integrated Customer and Employee Experience
By: Microsoft
Type: White Paper
Employees often use software that's much older and hard to use than the applications that customers use. Increasingly that gap detracts from both experiences. Learn how to fix it with our new guide to integrating both types of applications. Get it free in exchange for taking our brief survey on your employee experience platfrom purchase plans.
-
Comparing CRM to CX
By: TechTarget ComputerWeekly.com
Type: Infographic
CXM and CRM systems help organizations boost customer satisfaction, but CXM focuses on how customers perceive a brand, while CRM helps employees understand their customers. In this article, we compare these platforms to help you decide which one is best for your business.
-
Reduce costs while delivering seamless customer service
By: ServiceNow
Type: Landing Page
Today’s customers want fast, seamless, and convenient service. However, achieving an enhanced experience requires automated and streamlined processes that can effectively solve customer issues. So, how can you meet these expectations while also decreasing your cost to serve? Dig into these resources to learn more.
-
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.
-
15 best practices to supercharge your IVR navigation
By: Broadvoice
Type: Blog
By streamlining your interactive voice response (IVR) call center system, you can supercharge your business's operational efficiency, productivity, and customer experience. Read this blog post now to get an in-depth look at how IVR can enhance your call center as well as 15 best practices to maximize its potential.
-
Call Masking for Delivery-Fleet-and-Customer Communication
By: 8x8
Type: Product Overview
A lack of visibility between your delivery fleet and customers can negatively impact the success of your deliveries, your CX, and your brand. Call masking provides access to call logs and reports for better insights into your CX while growing user trust by keeping their phone numbers and personal identities secure. Read on to learn more.
-
API security for secure customer experience
By: Brivo
Type: Case Study
Operating for over 50 years, Urban Outfitters, Inc. (URBN) has built its business by providing positive customer experiences. While incorporating new technologies, URBN realized these would only be effective if security was also incorporated. Download now to see how by switching to Brivo, URBN were able to achieve their security goals.
-
Digital Experience Management: the next stage for customer experience efforts
By: TechTarget ComputerWeekly.com
Type: eGuide
The interactions that customers have with companies and employers are increasingly digital in nature.The Covid-19 public health crisis has sped up this trend. Digital Experience Management can be seen as another turn of the CRM screw, but in a context where digital channels are dominant. Discover the next stage for customer experience efforts.
-
Digital Experience Management: the next stage for customer experience efforts
By: TechTarget ComputerWeekly.com
Type: eGuide
The interactions that customers have with companies and employers are increasingly digital in nature.The Covid-19 public health crisis has sped up this trend. Digital Experience Management can be seen as another turn of the CRM screw, but in a context where digital channels are dominant. Discover the next stage for customer experience efforts.
-
How to give customers the unified brand experience they want
By: ServiceNow
Type: Video
When it comes to creating a sustainable and unified customer experience, consistency and uniformity are the keys. However, for organizations with multiple locations, delivering a consistent CX can be hard. Overcoming the challenges of varied data models and silos requires the right solution. Watch this video to see what that solution is.
-
Stop, collaborate and listen to improve customer service
By: InflowCX
Type: Blog
There has always been high turnover in customer service jobs, and one unfortunate reason is that workers simply don’t have the right collaboration tools to resolve customer issues. According to Forbes, businesses are losing $62 billion per year because of poor customer service. Read on to learn about a platform that ends that cycle.
-
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.
-
Top Channels Travelers Use to Connect with Airlines: Insights for Executives
By: Teleperformance
Type: Research Content
With 69% of today’s customers who have contacted the same airline before and after the pandemic reporting that their interactions are now different, it has become critical for airline companies and other travel organizations to enhance their support efforts. However, doing so is easier said than done. Browse this guide to learn more.
-
The 15 call center metrics you should be tracking right now
By: Broadvoice
Type: Blog
It’s a fact that the customer experience directly affects your bottom line. Recent research shows that organizations with a high performing call center and excellent customer service earn more revenue and profit than those that don’t. But how do you know how well your call center is performing? Read on to learn what you should be checking for.
-
6 ways to organize the chaos of retail technologies
By: Hughes Network Systems
Type: Blog
Retail is where groundbreaking technology and innovation converges with traditional storefronts, and experience-based customer experience. But how can you best implement the chaotic influx of retail technology? This blog explores 6 ways your organization can navigate emerging retail tech. Read on to learn more.
-
First call resolution: 5-step guide for ensuring effective CX
By: Broadvoice
Type: Blog
When 71% of today’s customers report that they believe that a quick response from a customer service team drastically improves their experience, it has become critical for organizations to revamp their contact center efforts to prioritize speed, quality, and efficiency. Dig into this article to learn how this can best be done.
-
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.
-
Unlock Contact Center Insights with Conversation Analytics
By: InflowCX
Type: Webcast
Your contact center agents spend all day interacting with your customers. The data they collect is invaluable for your business when it comes to enhancing your customer experience and future sales. However, if you don’t have the right platform for them, they may not collect all the relevant data you need. Watch this video to see how to fix that.
-
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.
-
Doughnuts go digital: Krispy Kreme's scalable customer experience
By: Reply
Type: Case Study
Krispy Kreme is one of the most recognized brands around the world. With unique storefronts that deliver on customer promise time after time, it was time for the brand to bring the in-store experience online. By partnering with Reply, Krispy Kreme was able to expand digitally while building a scalable customer experience. Read on to learn more.
-
How to enhance CX for last-mile fulfillment
By: 8x8
Type: Infographic
As people increasingly turn to online shopping, they also expect a good deliveryexperience. In fact, demand for last-mile delivery has been thriving and is expectedto increase by 78% globally in 2023. Tap into this infographic to learn about 4 steps your business can take to make the most out of the delivery experience for your customers.
-
7 trends shaping the future of digital customer service
By: 8x8
Type: Infographic
Did you know just 1 in 5 people rate their digital experience of large multinational organizations as excellent? Tap into this infographic to learn how you can more effectively manage customer touchpoints across all of your business channels, including 7 trends that are shaping the future of digital customer service.
-
Enable a secure & smooth UX with Flash Call Verification
By: Sinch
Type: Case Study
Yespark is a mobile app designed to simplify city parking. To enhance the customer experience, it needed a solution that would ensure a smooth, fast authentication process with minimal customer effort while keeping costs down. Read on to learn how Yespark was able to leverage Flash Call Verification to create a frictionless user experience.
-
The 3 greatest imperatives for CX enhancement in 2024
By: ServiceNow
Type: eBook
One frustrating experience can be all it takes to lose a customer—yet one delightful experience can spark the beginning of a lifetime of loyalty. in this e-book, discover the 3 greatest imperatives influencing organizations’ current approach to improving CX in 2024 and beyond.
-
Small changes to your customer engagement that can yield big results
By: InflowCX
Type: Blog
As a contact center, you must focus on perfecting those tiny errors, as it can result in wasted time or inadequate assistance. So, how can you elevate the customer journey from “not bad” to great? What are the best ways you can enhance the contact center experience for all? Browse this article to learn more.
-
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.
-
How generative AI can revolutionize your contact center
By: InflowCX
Type: Blog
Business leaders are always looking for efficiencies, and employees are looking for tools to make their jobs easier. Now, with the advancement of generative AI and its ability to create new content, everyone can get what they need. Most experts believe that AI will revolutionize the contact centers operate and improve the CX. Read on to learn why.
-
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.
-
Contact leader’s 6-step guide to ensuring good CX
By: InflowCX
Type: Blog
Creating positive, lasting experiences for your customers matter, and in order to keep up with the changing world of customer service, it’s crucial that your contact centers have the best tools to do so. So, how can this best be done? Browse this article to learn more.
-
How to deliver seamless customer experiences without increasing cost
By: ServiceNow
Type: Video
Find out you can deliver seamless customer experiences while reducing costs in this short video, where ServiceNow walks you through a day in the life of a member of a successful CX team.
-
Can your CX keep up with rising customer expectations?
By: Teradata
Type: Infographic
32% of respondents to a recent survey indicated that just one negative experience would cause them to leave a brand they love in the dust. In this infographic, you’ll gain a deeper understanding of the modern customer mindset and the importance of data and analytics for a seamless, personalized CX. Tap in to learn more.
-
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.
-
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.