PeopleMetrics

SEPTEMBER 12, 2019

No matter how your customer interacts with you, the ultimate goal is to have a consistent “omnichannel” experience. Gathering omnichannel feedback. If you want a consistent omnichannel experience, make sure you are listening to your customers in each channel! You can gather feedback from these five channels in various ways.

Touchpoint 91

Touchpoint Customer Feedback CEM Contact Center 91

Beyond Philosophy

NOVEMBER 22, 2017

Clayton Christensen, a professor of business administration at Harvard Business School, has identified this trend in his book, Competing Against Luck. We Are In Denial About Omnichannel Engagement Being A Done Deal. You Also Might Like… 6 Key Statements to Propel Your Customer Experience Program.

E-commerce 89

E-commerce Business Administration Omnichannel Retail 89

Lumoa

FEBRUARY 6, 2018

Silos is often the result of the same product-centricity as above, this needs to be fixed from board level downwards, with equal accountability and collaboration between the heads of customer, product, and omnichannel.” Jane Treadwell-Hoye, CCXP and Managing Director at epifani “The future of CX is at a cross road.

CX 129

CX Customer Experience Education Machine Learning 129

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Marketing, Customer service.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64