Retail Focus

NOVEMBER 28, 2022

Retail formats in an omnichannel context ensure a seamless experience . In an omnichannel retail environment, each retail format becomes an active contributor of a positive customer experience. A smooth shopping experience is very similar to knitting all the brand’s touchpoints into one fabric.

Customer Experience 246

Customer Experience Management Payment Services Clienteling 246

Retail Customer Experience

OCTOBER 25, 2023

Bose Corporation’s worldwide contact center operations ran on three disparate systems. This limited visibility into real-time operations, diminished the customer experience, and created various inefficiencies.

Customer Experience 69

Customer Experience 69

Hyken

JANUARY 29, 2024

What is the key to successfully transforming work culture to better serve customers? Why must employees in all roles understand how their actions impact the customer experience, regardless of direct customer contact? Break down silos and encourage collaboration to deliver amazing customer experiences.

Customer Experience 79

Customer Experience Management 79

Hyken

SEPTEMBER 3, 2021

She writes about how contact center agents can maximize productivity and provide a better customer experience. Contact center agents are often hampered by a lack of data and resources, which undermines their productivity. . How can a customer experience management platform improve productivity?

Customer Experience 120

Customer Experience Management Planning Marketing 120

Inside Retail

APRIL 29, 2023

As Australians adopt the latest digital payment methods, the future of frictionless, automated transactions will offer a completely new customer experience. Ultimately, the risk for businesses lies in missing out on the significant efficiency and customer experience benefits that digital businesses will offer,” concludes Yee.

Merchant Services 130

Merchant Services Payment Services Customer Experience Point of Sale 130

Hyken

NOVEMBER 27, 2023

Top Takeaways: Businesses use advanced technology like search and generative AI to create better customer experiences. When customers visit a company’s website and use the search bar to find information, the technology behind it can provide relevant and helpful results, making it easier to get the answers they need.

Customer Experience 81

Customer Experience Planning ATS 81

Hyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Some companies will make the mistake of cutting in areas their customers might notice – and that’s a mistake you want to avoid. .

Customer Experience 114

Customer Experience Customer Retention Consumer Marketing 114

Hyken

DECEMBER 2, 2022

This week, we feature an article by Steve Miller, Head of Customer Success at Cirrus , a contact center solution that helps companies engage with their customers. He shares the benefits of excellent customer experience for your customers and employees. At the heart of all contact centers sit the agents.

Customer Experience 58

Customer Experience Returns Management ATS 58

Retail TouchPoints

MAY 11, 2021

According to Doddle’s October 2020 YouGov survey findings, if they have a great experience, 84% of customers are more likely to shop with you again, so if your returns operation is running smoothly and generating great customer experiences, you should see customers purchasing as frequently or more frequently after returning an item.

Customer Experience 192

Customer Experience Returns Customer Retention Shopping 192

Cisco Retail

MAY 20, 2021

A few years ago, when the contact center industry started talking about cloud being the inevitable next step in the evolution of the contact centers, there were some specific benefits which fueled that trend, such as faster delivery of innovation and updates. End-to-end contact center visibility. Cloud-like upgrade capabilities.

Customer Experience 87

Customer Experience Planning ATS 87

Retail Customer Experience

OCTOBER 25, 2023

Apparel company Lands’ End wanted to give agents more flexibility and involvement with scheduling while modernizing contact center operations in the cloud. Implementing NICE WFM Suite with Employee Engagement Manager supports the company’s transition to employing more home-based agents and won fast praise from agents and leaders alike.

Employee Engagement 65

Employee Engagement Apparel Management 65

Retail TouchPoints

JUNE 23, 2020

In an ongoing effort to restructure its operations, improve efficiencies and better align its costs, Bed Bath & Beyond is reportedly pursuing the sale of its Christmas Tree Shops and Cost Plus divisions and closing contact centers in Ocoee, Fla. and Layton, Utah, affecting approximately 230 and 285 employees, respectively.

Shopping 178

Shopping Store Operations Customer Experience Marketing 178

Cisco Retail

AUGUST 4, 2022

However, our partner experience team has found some Cisco partners are still leading customers manually, with little or no customer success practices in place, when the opportunity is there to take a more digital approach with Cisco Lifecycle Advantage Success Program Insights (SPI).

Customer Experience 116

Customer Experience Management Accounting Planning 116

Hyken

JANUARY 11, 2023

Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). Follow on Twitter: @Hyken.

Customer Experience 107

Customer Experience 107

Hyken

AUGUST 5, 2022

This week we feature an article by Shruti Bansal, Digital Marketing Expert at Ameyo , an AI-powered contact center solution. She shares how contact centers can use voice bots to capture, interpret, and analyze verbal input from the speaker and reply in a similar natural language.?. Improve first contact query resolution .

Customer Experience 61

Customer Experience Marketing Management ATS 61

Hyken

APRIL 8, 2022

This week, we feature an article by Nikhil Pereira is a Contact Center expert with 20 years of end-to-end contact center expertise. He has experience across the Contact Center spanning Hiring, Training, Quality, Workforce Management, and Performance Management. Product experience . Product buying experience .

Customer Experience 63

Customer Experience Payment Services Home Furnishings Fulfillment 63

Hyken

SEPTEMBER 17, 2021

He offers five tips for brands to enhance the customer experience and in the process build brand loyalty. Getting and keeping a customer’s attention can be a challenge for companies in today’s competitive marketplace. And 54% in another study said the customer experience at most companies needs improvement. .

Customer Experience 91

Customer Experience Marketing Spend Consumer Marketing 91

Hyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience.

Customer Experience 54

Customer Experience Management Marketing Planning 54

Theatro

APRIL 5, 2022

Theatro’s solution enables employees in gaming, hospitality, retail, and manufacturing to provide outstanding customer experiences while driving employee productivity and operational profitability. Media Contact Kimberley Drobny kdrobny@theatro.com 972-658-0001. For more information, visit www.theatro.com.

Customer Experience 98

Customer Experience Location Shopping ATS 98

Hyken

APRIL 14, 2023

She shares how leaders can keep contact center agents happy and engaged in the changing work environment that now includes hybrid and remote work setups. Customer contact agents hold one of the most important keys to the success of any business in the palms of their hands – customer satisfaction.

Management 54

Management Employee Engagement Planning Customer Experience 54

Retail Assist

JUNE 5, 2023

Our purpose is to remove barriers for our customers, empowering them to provide the ultimate customer experience. By building strong relationships with our customers, we gain insights into their specific requirements, goals, and customer experience aspirations.

Customer Experience 52

Customer Experience Management ATS 52

Hyken

JULY 24, 2023

It comes down to how easy it is to communicate with a business and how delightful the experience is. In the 80s, the White House commissioned the Technical Assistant Research Program to conduct a study on customer experience. They found out that the number one reason customers leave is rudeness or apathy.

Customer Experience 52

Customer Experience 52

365 Retail

NOVEMBER 28, 2022

Retail formats in an omnichannel context ensure a seamless experience . In an omnichannel retail environment, each retail format becomes an active contributor to a positive customer experience. A smooth shopping experience is very similar to knitting all the brand’s touchpoints into one fabric.

Customer Experience 98

Customer Experience Management Payment Services Clienteling 98

Retail Times

AUGUST 11, 2023

Carrefour Belgium has revealed a rise in customer satisfaction across its retail network. Thanks to its collaboration with Goodays, the retailer can establish even closer contact with its customers and respond to their requests more quickly, as both parties take stock after 2 years of successful cooperation.

Customer Experience 52

Customer Experience 52

Retail Times

MAY 20, 2021

Puzzel, the leading innovator of cloud-based contact centre solutions, has today announced the launch of two key new features of its contact centre solution; Live Share and Screen Share.

Customer Experience 83

Customer Experience 83

Hyken

FEBRUARY 18, 2022

He shares how to improve the SaaS customer experience to encourage customer loyalty. So, while creating a product, focus on customer success to ensure customer satisfaction and reduce churn. So, offering a pleasant customer experience is critical to the success of your organization. . For example.

Customer Experience 58

Customer Experience Promotions Consumer Planning 58

Retail TouchPoints

APRIL 9, 2024

.” Enhancing the Shopper and Employee Experience To develop this suite of tools, Best Buy will tap into a range of Google Cloud products including its Gemini models, Vertex AI and Contact Center AI.

Customer Experience 270

Customer Experience Advertising Management ATS 270

Independent Retailer

NOVEMBER 11, 2021

Even though the COVID-19 pandemic changed so many customer experience preferences, as we slowly recover and get back to normal, consumer desires continue to shift and retailers need to constantly keep up with these transitions. This means that the majority of customers think that businesses do not listen to their needs and opinions.

Customer Experience 55

Customer Experience Customer Retention Promotions Consumer 55

Hyken

FEBRUARY 12, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How is artificial intelligence used to improve customer interactions in contact centers? What are the challenges in finding the right balance between technology and human support in customer experiences? Tune in! .”

Fulfillment 125

Fulfillment Customer Experience 125

Frank Mayer

MAY 10, 2021

The interactive kiosks allow customers to browse the store menu and place orders while learning more about products available. Return customers have appreciated the faster transaction time, and Consume Cannabis has saved on costs and improved the customer experience since implementing the program. 1975 Wisconsin Ave.,

Kiosk 52

Kiosk Customer Experience Consumer ATS 52

Retail TouchPoints

JULY 20, 2021

Zoom Video Communications has agreed to acquire Five9 , a provider of cloud-based contact center solutions, in an all-stock transaction valued at approximately $14.7 With the acquisition, Zoom said it aims to build “the engagement platform of the future.”

Marketing 298

Marketing Customer Experience ATS 298

Frank Mayer

JUNE 23, 2021

For more information about QSR and fast casual kiosks, visit www.frankmayer.com/industries/restaurant-self-order-kiosks/ or contact info@frankmayer.com. The company helps companies, retailers, and brands utilize the latest solutions and technologies to create engaging customer experiences. Frank Mayer and Associates, Inc.

Kiosk 52

Kiosk Customer Experience ATS Location 52

365 Retail

AUGUST 11, 2023

Carrefour Belgium has revealed a rise in customer satisfaction across its retail network. Thanks to its collaboration with Goodays , the retailer can establish even closer contact with its customers and respond to their requests more quickly, as both parties take stock after 2 years of successful cooperation. www.goodays.co

Customer Experience 52

Customer Experience Shopping Management ATS 52

Retail TouchPoints

MAY 5, 2022

Accordingly, to keep pace with customer needs and expectations, CX leaders should be managing the customer journey early and often. The reality is this: When a customer needs help with a problem, their first thought isn’t to place a call to a contact center. Only 4% call first. Unified technology is the answer.

Customer Experience 232

Customer Experience Consumer Management Returns 232

Hyken

APRIL 22, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Ways to Scale up Convenient CX for Modern Customers by NICE (NICE) The easier things are for your customers, the better they are for your organization. It’s time to start driving better customer experiences today.

Customer Experience 67

Customer Experience Advertising Shipping Promotions 67

Hyken

AUGUST 19, 2022

When your problem is quickly resolved, and you hang up the phone, you can’t help but wonder: why don’t all of my customer service calls go like that? In 2022, the Conversation Excellence Lab at Balto had the same question and discovered what makes contact center employees feel fulfilled, successful, and effective in their roles. .

Customer Experience 67

Customer Experience Employee Engagement Management Fulfillment 67

Retail TouchPoints

OCTOBER 17, 2023

Entire service teams are dedicated to keeping down the high costs of phone support by practicing what the industry refers to as deflection, all while customers make their dissatisfaction with the channel clear. trillion every year answering customer service calls, according to IBM. And yes, customers are noticing.

Technical Support 250

Technical Support Customer Experience Management Returns 250