The lines between omnichannel and multichannel customer experience often blur, and even though the terms are sometimes used interchangeably, they are not the same. Understanding the difference between omnichannel and multichannel is essential for businesses to enhance customer experience.

Back to Basics: What Is a Channel?

Before diving into the differences between omnichannel and multichannel CX, let’s go back to basics and go over what a channel is.

A channel is a medium a brand uses to communicate with customers and target audiences, and vice versa. Channels include email, phone calls, social media, websites, text messaging, online, and physical stores. Anywhere that communication between a brand and a stakeholder can happen is a channel.

There are typically two types of channels that brands rely on for communication: marketing channels and customer contact channels.

Marketing channels help brands grow awareness and promote their product or service. For example, advertisements on a billboard, signs in a physical store, or a company’s website copy and images are considered marketing channels. Contact channels are how customers can get in touch with a business — for example, by emailing, engaging in a live chat, or calling a contact center for support. In modern customer service landscapes, marketing and customer contact channels overlap.

Given the variety of channels brands and customers can use to communicate, businesses have turned to omnichannel and multichannel CX models to align CX goals better and create effortless communication with all stakeholders.

What Is Omnichannel CX?

As digital natives, most consumers switch between channels and devices throughout the day. For example, a potential customer could see an ad on Instagram and then visit a company’s website to make a purchase. Since consumers are tech savvy regarding channel usage, they expect brands to meet customers where they are and support their CX preferences.

With this in mind, an omnichannel strategy aims to ensure that customers don’t get lost or have to restart their journeys when switching between channels.

Omnichannel means all channels and is growing in popularity among industry experts. Omnichannel CX involves all potential customer touch points connecting seamlessly, regardless of channel. This seamless connection allows customers to pick up where they left off on one channel and continue their journey on another. A customer can start a support inquiry with a chatbot and then transfer to a live agent phone call without restarting their customer service request.

Information from each channel and interaction integrate for a better user experience. As a result, the user experience is more personalized, seamless, and contextual. Omnichannel CX relies on tools that unify sales, marketing, and support so that customers can jump between channels to continue their journey with a brand seamlessly.

One technology that supports an omnichannel CX is a customer data platform. This platform aggregates customer data across all channels to create more holistic customer profiles. Companies can improve the CX across channels with more accurate and detailed information about customers. However, genuinely connecting these channels can be challenging to achieve. Moreover, proper omnichannel support requires every employee to operate from the mindset of delivering and sharing a seamless and consistent CX.

Another barrier to omnichannel CX adoption is the cost and complexity of adopting new technologies that support it. Implementing omnichannel processes and communications across a business will likely require significant investment in technology and business adaptation.

What Is Multichannel CX?

Multichannel CX refers to using more than one channel to market your brand and communicate with stakeholders. These multiple channels are typically not integrated with each other, but they can communicate with each other through APIs.

Businesses opt for a multichannel strategy for CX to focus on being present where their customers are and seek to make each channel engaging and easy to use. Doing so can positively impact sales, customer retention, and customer satisfaction.

Businesses can use customer segmentation and customer journey mapping tools to identify improvements to their multichannel strategy and prioritize investments. A robust multichannel strategy can enhance CX and create a competitive advantage for businesses.

While omnichannel and multichannel CX both focus on communication across all channels, omnichannel goes the extra step by providing an integrated and optimized customer experience, with conversations seamlessly transferring across channels.

At-a-Glance: Omnichannel vs. Multichannel

Multichannel Strategy Use Case: Retail

E-commerce and online shopping continue to increase in popularity among consumers. This shift has forced brands to enhance retail CX from the digital shopping cart to the contact center. Technology such as AI-powered intelligent virtual agents (IVAs) helps companies improve customer support by enabling multichannel CX.

For example, retail contact center agents typically engage across various channels (e.g., phone, email, and social media) and resolve technical issues and detailed product questions. IVAs help retail organizations manage and enhance CX by delivering human-like messages across multiple channels. At the same time, IVAs can proactively suggest the next best action by leveraging customer data and past interactions without the support of a human agent.

Mosaicx transforms retail service by helping businesses deploy virtual agents to enhance CX.

Enhance CX with Mosiacx

Innovative and affordable contact center automation solutions allow brands to bridge the gap between channels. IVAs like Mosaicx help bridge the gaps between channels by meeting customers where they are. By bridging the gap, customers have more control over their journey with the brand, which leads to overall satisfaction.

Businesses can use solutions such as Mosaicx to offer a unified solution with various customer engagement and customer experience solutions. Companies can automate common customer inquiries, minimize wait times, establish easy AI-to-agent handoff, lower average call costs, enhance CX, and increase customer retention.

Mosaicx is more intelligent than traditional contact center solutions. It provides true automation, not just interactive voice response or automatic call distribution. Its software uses voice recognition, AI, and machine learning to help customers find information quickly and resolve issues without help from a human agent.

With Mosaicx, your company can build a dynamic multichannel strategy. Your customer support teams will deliver better customer service, elevate the overall customer experience, and promote customer loyalty.

Omnichannel vs. Multichannel: Final Review

Though they have notable differences, omnichannel vs. multichannel CX are two terms often misconstrued with each other. While they both emphasize all channels, omnichannel provides seamless connection, while multichannel focuses on communicating with stakeholders across all channels.

Companies can begin to bridge the gaps in CX with the use of conversational AI tools like Mosaicx. With Mosaicx, brands prioritizing a multichannel strategy and leveraging IVAs in their contact centers will gain a competitive edge and deliver a strong CX.

This post originally appeared on mosaicx.com.

Guest blog post written by Mosaicx. To learn more about this topic and others, visit the events page to check out all of our upcoming events.

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Over the last few years, the word ‘omnichannel’ has been used (and overused) to describe a utopia of marketing and customer care. We all have heard and read about how an omnichannel approach solves all customer care issues and allows brands to prove their customer obsession. Then why do brands still pursue a better approach?

The answer is simple: because every brand has defined ‘omnichannel’ using the best of their abilities and technologies at hand. We saw many multichannel or cross-channel solutions being called omnichannel only to be found incapable of delivering what they promised. What we needed was a solution capable of delivering a true omnichannel experience. And what differentiates a true omnichannel solution from its counterparts is the technology that empowers it.

Let’s start with the definition. We believe that a true omnichannel solution does not make the customer bend their ways to engage with the brand, it allows customers to switch through various channels of their choice to complete a transaction without being limited by rules and predefined menus. It offers a personalized experience for the customer using the data and customers past behavior. And it maintains context and persistence throughout the customer journey so they don’t have to repeat themselves as they change channels.

Here’s a quick checklist of items you should be looking for while selecting an omnichannel solution:

CHANNEL CHOICE

A true omnichannel IVA solution spans all channels of customer communication and maintains conversations and brand persona across those channels — from traditional telephony to digital channels like text, web chat, mobile apps and from new messaging platforms such as Facebook messenger and apple business chat to smart speakers like Google home and Amazon Echo.

PERSONALIZATION

Customers like when brands show that they care by offering personal and relevant service. A true omnichannel solution recognizes a customer when they start the engagement, greet them with their name and carry out a conversation using what they know about the customer – past behavior, purchases, and preferences.  A true omnichannel IVA achieves this by tightly integrating with a brand’s CRM or data stores and retrieving customer profiles and relevant information in real time to offer a personalized experience.

Ex. Good morning Tim, how may I help you?

CONTEXT AND PERSISTENCE

When it comes to customer service interactions, context is everything. Repeating themselves again and again when switching channels or personnel is one of the biggest cause of frustration among consumers. A true omnichannel IVA avoids all of this by maintaining a context either by transferring session IDs or history of the transaction across channels.

Ex. Good morning Tim, are you calling about your recent purchase of a vacuum cleaner or how may I help you?

INTEGRATIONS

Modern customer experience expectations have taken customer service beyond the contact centers. Now, it is widely distributed among various departments — for example, the social channels are managed by a marketing team and web or mobile chat channels are managed by digital teams. These teams need to access central CRM systems, knowledge management systems, agent desktop softwares and other repositories to deliver a coherent experience. A true omnichannel IVA integrates with all the pieces of the customer service jigsaw puzzle in real time.

THE BEST OF AI AND HUMAN INTELLIGENCE

A true omnichannel solution uses the best of AI technologies to understand and predict customer behavior. Technologies such as automated speech recognition and natural language processing help the IVA understand the customer in spite of complicated prompts, stacked intents or background noises. The dialog management technologies ensure a conversational interaction over voice and digital channels. A true omnichannel IVA also offers a second source of recognition — human intelligence — when the AI produces lower confidence score in what the customer is asking. The machine learning algorithms complete the feedback loop so the system learns from its experiences and gets smarter with each interaction.

With the current misuse of terms describing a variety of automated customer care solutions, it’s important to understand what technologies are required to empower a truly omnichannel solution — so you can be sure you’re selecting the right technology for your organization. To learn more about how Interactions omnichannel solution is truly unique, watch our on-demand webinar today.

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PHOENIX, ARIZONA – April 3, 2018 – Advocates for customer experience professionals, Execs In The Know and COPC Inc., have announced the release of the 2017 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series. The 11^th volume in the series, titled The CX Journey: Strategic and Operational Insights, provides an understanding of the current CX landscape. Specific areas of expanded exploration include channel consistency, quality programs, and CX priorities for corporate professionals. Traditional Care (phone, email, and in-person), Interactive Care (online/video chat, FAQ, and self-help), Social Media Care (Twitter, Facebook, forums, etc.), and Mobile Care (apps, text/SMS, and mobile chat) are all explored.

Key Insights from the 2017 Corporate Survey:

– Only 50% of respondents answered “Yes” when asked, “Is your company’s leadership fully committed to a customer-first strategy?”

– Thirty-four percent of respondents didn’t believe their company had a good understanding of which channels their customers preferred, nor how these preferences differed from current channel offerings.

– Interest and investment in chatbots and artificial intelligence (AI) exploded in 2017, with more than a threefold increase in the percentage of brands naming chatbots and AI as the technology of most interest and/or investment.

– Only 14% of respondents felt their brands were doing a good job of providing a consistent customer experience across channels and solutions, while only half of brands (51%) had any initiatives to create greater consistency.

The CXMB Series is a resource for customer care professionals, looking to enhance their customer care program, improve brand opinion, and drive customer satisfaction. Brands such as Marriott, Blue Rock Energy, The Mine, The Home Depot, LinkedIn, Hyatt, Desjardins, CIBC, Williams-Sonoma, Inc., and more participated in this year’s survey.

“The leaders in the Execs In The Know community truly display a customer-first commitment in everything they do,” said Chad McDaniel, President and CEO of Execs In The Know. “Our goal with every edition in the CXMB Series, is to help brands better understand the consumer, validating investments and identifying possible areas of improvement. We are thrilled to provide this resource to our community, to further assist them in the pursuit of customer service excellence.”

“We are honored to play an ongoing role in the creation of this valuable industry research. We hope this work will continue to enlighten and inspire,” said Kathleen Jezierski, COO of COPC Inc. “We’d also like to thank the many brands that participated in this year’s survey. Their experience and expertise is what makes this report possible.”

The full 2017 Corporate Edition is available for purchase at https://execsintheknow.com/cxmbseries/2017-corporate-edition/.

About Execs In The Know

Execs In The Know is a global community of customer experience professionals, from various industry verticals, all focused on the same thing – excellence in customer service and experience. Execs In The Know gives brands a platform to share and gain insights, benchmark their brand, stay on top of the latest trends in CX, and create lasting relationships with their peers – “Leaders Learning From Leaders.”

Execs In The Know holds their national event – Customer Response Summit – twice a year (in the Spring and Fall), giving executives the opportunity to connect face-to-face. They also hold a number of other live regional events throughout the year including Subject Matter Briefings (on topics like social media, AI, SMS, outsourcing, etc.), Lunch & Learns, Workshops, and EITK Dinners. The community is able to stay engaged long after the events come to an end through industry content and thought leadership, webinars, reports, and various social communities.

To learn more about Execs In The Know, visit www.ExecsInTheKnow.com.

About COPC Inc.

COPC Inc. provides consulting, training, certification and the RevealCX™ software solution for operations that support the customer experience. The company created the COPC Standards, a collection of performance management systems for call center operations, customer experience management, vendor management, and procurement. Founded in 1996, COPC Inc. began by helping call centers improve their performance. Today, the company is an innovative global leader that empowers organizations to optimize operations to deliver a superior customer experience across all channels. COPC Inc. is privately held with headquarters in Winter Park, FL, U.S. and with operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan.

COPC will also be giving an educational pre-conference seminar at CRS Denver in September, 2019.

For more information, visit www.copc.com.

Media Contacts

Alyssa Pitura
Director of Marketing and Brand Experience
alyssa@execsintheknow.com
www.execsintheknow.com
@ExecsInTheKnow

Lezli Harrell
Vice President, Marketing
COPC Inc.
lharrell@copc.com
www.copc.com

The post Execs In The Know & COPC Inc. Publish 2017 Corporate Edition in Customer Experience Management Benchmark Series appeared first on Execs In The Know.

Click here to catch up on Part 1 – Customer Expectations. 

The second installment of this series focuses on thoughts on channel choice and omnichannel digital transformation.

• The continued shift to “social channels” and the need to be adept at serving customers who reach out for help in social media.
• A key word is “predictive service”. Next era CX – what AI will enable?
• C-Suite will begin to see the potential for revenue generation on the service side of the house with new channels and old channel improvement.
• Companies must be more agile in testing and deploying new solutions and channels due to increasing competition from new market forces (e.g. Amazon).
• Businesses who do not embrace omni-channel digital transformation will lose customer loyalty, their share of wallet and overall market share, to those that do.
• The volume of calls will continue to grow even with the continued introduction of alternative channels of support.
• Amazon will disrupt the ACD market.
• IoT pervasiveness will increase call volume.
• Phone channel continues to be the dominant channel for “complex” client care issues.
• Many companies focusing on “demand management” initiatives to help clients self-serve, improve CSAT and reduce call volume.
• Mobile Messaging/SMS and MMS. More interesting and efficient use cases for text will emerge. Companies realizing that leveraging instant photos or videos sent can help reduce conversation time.
• Companies look for more true omnichannel platforms and adoption for these grow. Not just a single platform that can hook into all kinds of other technologies, but a single platform that can tie all of the conversations together, no matter what channel.
• Phone channel continues to be dominant for overall customer resolution.
• Companies will continue to add more channels and favor “cheaper” asynchronous (can respond at the same time) channels, like chat and text, in exchange for “more expensive ones”, like phone and email. Volumes of total communication will stay the same, but allow for brands to save money.
• Two way SMS continues to lag with some brands testing specific use cases.

Stay tuned next week for Part 3 – Operations.

The post 2018 Predictions for the Service Leader: Part 2 – Channels appeared first on Execs In The Know.

PHOENIX, ARIZONA – November 16, 2017 – Global leaders in the customer experience industry, Execs In The Know and COPC Inc., have announced the release of the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series. The report provides compelling insights into key areas of consumer expectations, opinions and perceptions in using multiple channels for customer care. Traditional Care (phone, email, and in-person), Interactive Care (online/video chat, FAQ, and self-help), Social  Media Care (Twitter, Facebook, forums, etc.), and Mobile Care (apps, text/SMS, and mobile chat) are all explored.

Key Insights from the 2017 Consumer Survey:

– After two consecutive years of solid improvements, consumer opinion toward customer care’s ability to meet needs and expectations has flattened

– With results going back to 2014, 2017 saw the lowest percentage of consumers avoiding interacting with customer care

– Whether or not consumers self-select the multi-channel approach (as opposed to being forced into it) continues to have a profound impact on resolution and satisfaction rates for multichannel engagements

– In-Person Shoppers place far more value on good customer service than Online Shoppers

The Consumer Edition of the CXMB series is a resource for customer care professionals, looking to enhance their customer care program, improve brand opinion, and drive customer satisfaction. The 2017 Consumer Edition is the fifth consecutive year of reporting on findings of U.S. consumers, in all age groups and geographic regions. The survey findings provide both an overview of the entire customer care experience and insights regarding specific channels, as well as two new sections about the purchase experience and customer effort.

“The 2017 Consumer Edition of the CXMB Series is our most comprehensive to date,” said Chad McDaniel, President and CEO of Execs In The Know. “With every CXMB Series edition we continue to expand questions and sections that are important to today’s CX Professional, in addition to comparing data over the years to identify trends and patterns. Our community find the reports highly valuable and love using these insights to benchmark, learn, and plan their future approach.”

The full 2017 Consumer Edition is available at https://execsintheknow.com/cxmbseries/2017-consumer-edition/.

About Execs in the Know

For over 15 years, Execs in the Know has built a reputation of excellence in the Customer Management Industry and a worldwide community of over 50,000 Customer Experience Professionals. Execs in the Know connects people to engaging industry content, thought leadership, current trends, peer-to-peer collaboration, networking, and industry employment opportunities. Examples of this can be seen at their Customer Response Summit events, roadshows, webinars, workshops, Blog Talk Radio segments, Industry Benchmarking Series, blogs, thought papers, and social communities.

To learn more about Execs in the Know, visit www.execsintheknow.com. For more information on their Customer Management Recruitment Solutions, visit www.justcareers.com.

About COPC Inc.

COPC Inc. provides consulting, training, certification and the RevealCX™ software solution for operations that support the customer experience. The company created the COPC Standards, a collection of performance management systems for call center operations, customer experience management, vendor management, and procurement. Founded in 1996, COPC Inc. began by helping call centers improve their performance. Today, the company is an innovative global leader that empowers organizations to optimize operations to deliver a superior customer experience across all channels. COPC Inc. is privately held with headquarters in Winter Park, FL, U.S. and with operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan. To learn more about COPC Inc., visit www.copc.com.

For more information, visit www.copc.com.

Media Contacts

Alyssa Pitura
Director of Marketing and Brand Experience
alyssa@execsintheknow.com
www.execsintheknow.com
@ExecsInTheKnow

Lezli Harrell
Vice President, Marketing
COPC Inc.
lharrell@copc.com
www.copc.com

The post Execs In The Know & COPC Inc. Release 2017 Consumer Edition in Customer Experience Management Benchmark Series appeared first on Execs In The Know.

PHOENIX, AZ. April 10, 2017 – Following the recent release of the 2016 Customer Experience Management Benchmark (CXMB) Series Corporate Edition, Execs In The Know and COPC Inc. will be in Sunnyvale, California, on April 19, 2017, to host a CXMB Workshop. This exclusive, one-day event will be held at LinkedIn and offers customer experience professionals the chance to gather and share their challenges, successes and insights, while also making lasting connections in their local area.

The highlights of both the 2016 Consumer and Corporate Edition reports will be discussed in depth by COPC.

A few highlights from the findings:

– Although consumer opinion towards customer care has improved, gaps between consumer and corporate perception remain

– Preference for and use of Traditional Care slips, Email surprises and Mobile Care shines

– Consumer preference for live interactions over automated interactions remains strong, but companies continue to shift care away from live interactions and into automated channels

– Forced channel changes have a negative impact on both resolution and satisfaction rates

The featured speakers at the Workshop will be Scott Shute, VP of Global Customer Operations and Mark Quinn, Senior Director, Product Operations at LinkedIn. Scott is also a valued member of the 2017 Execs In The Know Corporate Advisory Board. Their keynote will focus on the Voice of the Customer at LinkedIn, how to best understand the needs of your customers, and tailor your customer experience.

In addition to the featured speakers highlighted above, there will also be presentations from subject matter experts on “Transforming From Customer Support to Customer Success” and “Keys for Personalized, Effortless Omnichannel Journeys”.

If you can’t attend the event, but are interested in obtaining either the CXMB Series 2016 Consumer Edition, or 2016 Corporate Edition, visit execsintheknow.com/resources/cxmb-series/.

About Execs In The Know

For over 15 years, Execs In The Know has built a reputation of excellence in the Customer Management Industry and a worldwide community of over 50,000 Customer Experience Professionals. Execs In The Know connects people to engaging industry content, thought leadership, current trends, peer-to-peer collaboration, networking, and industry employment opportunities. Examples of this can be seen at their Customer Response Summit events, roadshows, webinars, workshops, Blog Talk Radio segments, Industry Benchmarking Series, blogs, thought papers, and social communities.

To learn more about Execs In The Know, visit https://execsintheknow.com. For more information on their Customer Management Recruitment Solutions, visit www.justcareers.com.

 About COPC Inc.

COPC Inc. is an innovative global leader that empowers organizations to manage complex customer journeys.  The company created the COPC Customer Experience (CX) Standard and provides consulting, training and certification for operations that support the customer experience. Founded in 1996, COPC Inc. began by helping call centers improve their performance.  Today, the company works with leading brands worldwide to optimize key customer touchpoints and deliver a seamless experience across channels. COPC Inc. is privately held with headquarters in Winter Park, FL, U.S. and has operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan.

For more information, please visit www.copc.com.

Media Contact

Alyssa Pitura
Director of Marketing and Brand Experience
info@execsintheknow.com
www.execsintheknow.com
@ExecsInTheKnow

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The following is a guest blog written by Michael Cho at Next Caller. For more information on Next Caller, visit their website. 

“Say please and thank you”

“Smile while you dial”

“The customer is always right”

As a customer experience executive, more likely than not, you’ve trained your call center reps to assume these proverbial pieces of advice. After all, having friendlier reps translates into better experiences for your customers. Right?

Not always.

No less than a month ago, I was on the phone with a popular eCommerce brand, trying desperately to figure out why my Christmas gift to my parents had not shipped. The agent with whom I was speaking was delightful; he did everything right, asking me about my day and apologizing after every turn of the maze that my order was quickly becoming.

Alas, after nearly 10 minutes of hold time and countless questions, he figured out that my name had been improperly spelled in their system. Upon hanging up, I was annoyed: not enough to make me want to cancel my order, but enough to make me second-guess my loyalty to the brand.

It turns out. I’m not alone. According to a study conducted by American Express, “78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience.” In addition, “59% would try a new brand or company for a better service experience.”

Clearly, there is enormous financial upside to providing exceptional customer service. But as having well-trained agents is not nearly enough, what steps can you take to transform your call center into a well-oiled machine?

1) Identify Your Callers

According to Contact Babel’s Contact Center Decision Maker’s Guide, 61 percent of callers are unknown in real-time. For the call center agent, this means more time spent on gathering customer information.

“What’s your name, sir?”

“Benedict Cumberbatch.”

“Can you repeat that?”

“Benedict Cumberbatch. C as in cowboy, u as in umbrella, etc…”

On average, these cumbersome back-and-forths take call centers anywhere from 30-60 seconds per call. When you’re dealing with thousands of calls per day, the hard cost quickly accumulates. But more importantly, this cost transfers over to your customers, who more likely than not do not want to be spelling their names repeatedly just to find out the status of their orders. 

Adopting a caller ID solution that can identify more of your inbound callers is the first step towards avoiding these situations, creating a more efficient call center, and most importantly, leaving your customers satisfied.

2) Implement Intelligent Routing

As we’ve discussed, knowing who your callers are will minimize customer friction. Reducing average handle time, however, is only the first step. Creating an incredible customer experience over the phone requires personalization, and according to the Salesforce.com’s 2017 State of Service, 69 percent of consumers would agree.

Savvy execs should seek services that provide real-time, robust customer insights before they even hit the IVR. With more actionable customer data points, you will be able to score callers and invest efforts strategically by pairing the right callers with the right agents. Data points that cover demographic and even auto or home information will allow you to make personalized routing decisions that will elevate your capacity for personalized service.

3) Embrace Omni-channel

Omni-channel: a concept widely thrown around, but rarely executed properly. In large part, this is because businesses simply don’t have enough information on their customers.

A caller ID solution that can double as a data enrichment tool can kick back corresponding customer emails and even social media profiles to help you achieve a holistic customer portrait. Imagine being able to correlate a customer’s angry tweet complaining about bad service to a recent inbound phone call, elevating your ability to service them to a previously unattainable level of personalization.

For more on this topic and others like it, join us at Customer Response Summit Las Vegas – February 6-8, 2017 at the ARIA Resort & Casino in Las Vegas, NV.

The post Optimizing your call center to provide excellent customer experience and make more money appeared first on Execs In The Know.

PHOENIX, AZ. January 12, 2017 – Advocates for Customer Experience Professionals, Execs In The Know, have announced the speakers for their next executive gathering – Customer Response Summit (CRS) Las Vegas. CRS Vegas will take place February 6-8, 2017 at the ARIA Resort and Casino, in Las Vegas, NV. Topics like digital transformation, channel optimization, employee engagement, culture, outsourcing, and more will be covered. The Summit will include keynotes from Hilton Worldwide, Williams-Sonoma Inc., Sony Computer Entertainment America LLC, and BaubleBar.

CRS Vegas is a gathering of customer experience leaders, across many verticals, focused on working together to improve the customer care industry, and create innovative experiences for their brands. Highlights of the Summit include a behind-the-scenes tour of the customer care heart of Williams-Sonoma Inc. and the release of the CXMB Series 2016 Corporate Edition, a joint effort between Execs In The Know and COPC Inc.

“Customer Response Summit focuses on engagement, candid conversation, and one-to-one interaction with your peers,” said Chad McDaniel, President and CEO of Execs In The Know. “Our ‘Leaders Learning From Leaders’ approach allows our community members to work together to solve challenges, innovate their own customer experiences, and stay on top of the latest trends. CRS Vegas is the best event to attend if you want to achieve customer service greatness.”

Other brands that will be speaking include LinkedIn, Amazon, Square, Cigna, Barnes and Noble, Harry & David, Redbubble, Evernote, YouTube, UPS, lululemon and more.

To learn more or to register, visit the event website https://execsintheknow.com/events/crs-las-vegas/.

About Execs In The Know

For over 15 years, Execs In The Know has built a reputation of excellence in the Customer Management Industry and a worldwide community of over 50,000 Customer Experience Professionals, dedicated to enhancing the customer service industry. Execs In The Know connects people to engaging industry content, thought leadership, current trends, peer-to-peer collaboration, networking, and industry employment opportunities. Their largest event, Customer Response Summit, takes place twice a year, uniting executives from many of today’s leading brands, to create impactful connections and share actionable insights.

Learn more at www.execsintheknow.com.

Media Contact:

Alyssa Pitura
info@execsintheknow.com

The post Customer Executives to Meet in Vegas to Enhance CX and Innovation in Their Omni-Channel Service Strategies appeared first on Execs In The Know.

PHOENIX, AZ. January 12, 2017 – Advocates for Customer Experience Professionals, Execs In The Know, have announced the speakers for their next executive gathering – Customer Response Summit (CRS) Las Vegas. CRS Vegas will take place February 6-8, 2017 at the ARIA Resort and Casino, in Las Vegas, NV. Topics like digital transformation, channel optimization, employee engagement, culture, outsourcing, and more will be covered. The Summit will include keynotes from Hilton Worldwide, Williams-Sonoma Inc., Sony Computer Entertainment America LLC, and BaubleBar.

CRS Vegas is a gathering of customer experience leaders, across many verticals, focused on working together to improve the customer care industry, and create innovative experiences for their brands. Highlights of the Summit include a behind-the-scenes tour of the customer care heart of Williams-Sonoma Inc. and the release of the CXMB Series 2016 Corporate Edition, a joint effort between Execs In The Know and COPC Inc.

“Customer Response Summit focuses on engagement, candid conversation, and one-to-one interaction with your peers,” said Chad McDaniel, President and CEO of Execs In The Know. “Our ‘Leaders Learning From Leaders’ approach allows our community members to work together to solve challenges, innovate their own customer experiences, and stay on top of the latest trends. CRS Vegas is the best event to attend if you want to achieve customer service greatness.”

Other brands that will be speaking include LinkedIn, Amazon, Square, Cigna, Barnes and Noble, Harry & David, Redbubble, Evernote, YouTube, UPS, lululemon and more.

To learn more or to register, visit the event website https://execsintheknow.com/events/crs-las-vegas/.

About Execs In The Know

For over 15 years, Execs In The Know has built a reputation of excellence in the Customer Management Industry and a worldwide community of over 50,000 Customer Experience Professionals, dedicated to enhancing the customer service industry. Execs In The Know connects people to engaging industry content, thought leadership, current trends, peer-to-peer collaboration, networking, and industry employment opportunities. Their largest event, Customer Response Summit, takes place twice a year, uniting executives from many of today’s leading brands, to create impactful connections and share actionable insights.

Learn more at www.execsintheknow.com.

Media Contact:

Alyssa Pitura
info@execsintheknow.com

The post Customer Executives to Meet in Vegas to Enhance CX and Innovation in Their Omni-Channel Service Strategies appeared first on Execs In The Know.

PHOENIX, AZ. April 15, 2016 – Chad McDaniel, President of Execs In The Know, and Leslie Joseph, Senior Director, Product Marketing at [24]7, will be hosting the webinar The Future of Enterprise Chat Wednesday, April 20^th, 2016 from 1:00-2:00 P.M. ET. The speakers will explain the importance of having an established chat channel for customer service, as well as potential future improvements, due in large part to consumer demand for intelligent, high quality experiences, regardless of channel.

The webinar will explore how big data, omnichannel technologies, and rich media are delivering improvements in chat experiences, for both customers and agents. Key takeaways include: the key elements of chat success in an omnichannel world; specific use cases to extend and enrich the chat channel; and the business case to transform your chat customer experience, improve sales conversions, save costs, and lift NPS.

“Customers want to be able to contact you when and where they want, in their preferred channel, and know that they’ll still have that same consistent experience with your brand,” said Chad McDaniel. “[24]7 has great insights to share on best practices and improvements for the future for this interactive channel, which is a top priority for many of our community members.”

To register for the webinar visit https://attendee.gotowebinar.com/register/7449194949962566660.

About Execs In The Know

For over 15 years, Execs In The Know has built a reputation of excellence in the Customer Management Industry and a worldwide community of over 50,000 Customer Experience Professionals. Execs In The Know connects people to engaging industry content, thought leadership, current trends, peer-to-peer collaboration, networking, and industry employment opportunities. Examples of this can be seen at their Customer Response Summit events, roadshows, webinars, workshops, Blog Talk Radio segments, Industry Benchmarking Series, blogs, thought papers, and social communities.

To learn more about Execs In The Know, visit www.execsintheknow.com. For more information on their Customer Management Recruitment Solutions, visit www.justcareers.com.

About [24]7

[24]7 makes customer service and sales simple. We use big data and predictive analytics to understand customers and drive better service and sales results for the world’s leading companies. [24]7’s platform enables an omnichannel experience that connects customer interactions across web, mobile, chat, social, and phone channels in real-time and in the cloud to drive immediate business results by increasing revenues, reducing service and sales costs, and creating more satisfied customers. [24]7 serves the Global 1000 market leaders in Finance, Retail, Telecommunications, Technology, Travel and other industries.

For more information, visit: www.247-inc.com.

Media Contact

Alyssa Pitura
Director of Marketing and Brand Experience
info@execsintheknow.com
www.execsintheknow.com
@ExecsInTheKnow

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