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If it's starting to seem like everything that's done to build an omnichannel experience today doesn't have much impact tomorrow, there's a good reason: constant change. Companies that want to optimize the impact from their omnichannel efforts need to be prepared for that change, predict it, and act preemptively.
When TMC's Allison Boccamazzo recently sat down with longtime contact center specialist Advantone at ITEXPO Anaheim 2015, the company had just merged with IntelePeer. The move was a significant one for the longtime IVR and contact center company, bringing its platform to the cloud and offering a broad range of additional functionality to its clients.
Sponsored By: Infocision
Omnichannel customer engagement solutions provider Jacada believes that channel pivoting (perhaps a better term is right channeling) can be accomplished in a way that benefits both the contact center and the customer. To succeed in the endeavor, companies must deliver more value to customers than the effort they put in in order to drive adoption for any service experience. Jacada's Visual IVR solution is designed to do precisely that.
That doesn't mean that customers will only eat at McDonald's and never visit Burger King or Subway. What it does mean is that customers will come back to McDonald's, even if they liked their experience at other brands. As long as McDonald's meets their experience expectations, they will see residual revenue.
What do you do when your flight is cancelled, delayed or changed at the last minute? If you are flying one of the major airlines, there are options, but what do you do when you are flying a budget airline? The way that an airline, or any company interacts with its customers can make or break the business, especially now, in the age of social media.
It turns out Pepsi Perfect may not be so perfect after all, at least not to the Back to the Future fans who, for the second time, didn't get a special edition soda bottle.
To celebrate Back to the Future Day, Pepsi-Co promised to release a limited edition of Pepsi Perfect bottles on October 21, like the ones we saw in the movie, Back to the Future 2. Due to a site glitch, however, Amazon and Wal-Mart sold off a portion of the commemorative bottles the night before, leaving many of the fans empty handed.
CUSTOMER Magazine recently spoke with Mark Miller, contact center practice leader for J.D. Power, a leading market research company with data from more than 1,200 companies around the customer's experience with their contact centers. We asked Mark to talk with us about some keys to utilizing customer-based research to drive performance improvement.
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