×

Blog: Omnichannel Orchestration

Recent Posts

Channel Orchestration: Cutting Out Waste while Increasing Customer Satisfaction

Speed makes the world go around. Next-day shipping and automated shopping suggestions have hastened the shopping process, but when it comes to customer support, reaching out to traditional contact...

Continue Reading...
5 Ways to Create the Right Retail Experience

Retail is changing and leaders need to adapt. In the wake of e-commerce rapidly becoming the preferred way to shop, representing 13.7 percent of total retail sales globally, retailers know they...

Continue Reading...
Why Alexa Will Hit a Wall without Channel Orchestration

“Alexa, refill my prescription.” “Alexa, what was my last blood sugar reading?” “Alexa, find me the nearest urgent care center.” Amazon’s Alexa –...

Continue Reading...
The Mystery of the Missing Omnichannel Experience

Half a decade ago businesses across industries promised a golden age of omnichannel experiences that offered connected shopping experiences and easy-to-reach customer service on the go or at home....

Continue Reading...
It’s Valentine’s Day…. Do Your Customers Love You?

Chocolate-covered strawberries, bouquets of red roses, and heart-adorned greeting cards are vying for our attention every time we switch on the television, flick through a magazine, or walk past a...

Continue Reading...
Ten Contact Center IVR Best Practices to Improve CX

Let’s face it: customers hate using Interactive Voice Response systems (IVRs). They particularly dislike having to enter a seemingly endless series of prompts, wondering if they’ll ever...

Continue Reading...
Sales Outsourcing: 4 Ways it Can Help Accelerate Sales

Sales outsourcing is a great opportunity to augment your sales team and grow your business and increase revenue. Yet organizational leaders are often reluctant to outsource any of their sales...

Continue Reading...
Customer Journey Maps: Which Framework is Right for You?

Customer experience journey mapping concepts and practices inhabit the critical space of experience design. If you are thinking about creating a customer journey map at all, you have probably come...

Continue Reading...
Top Customer Experience Lessons From 2018…Plus Looking Ahead

In February I predicted this was going to be the year that companies would re-commit to customer centricity. AI innovation and the expanding omnichannel environment made everything more connected,...

Continue Reading...
Omnichannel Tips from Customer Service Summit

At Incite Group’s Customer Service Summit, executives and thought leaders discussed how to deliver the best customer service in a growing omnichannel world. A big theme was how to utilize AI...

Continue Reading...

Pages