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Blog: Omnichannel Orchestration

Recent Posts

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 –...

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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....

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Improve IVR customer service by modernizing Your IVR

Think for just a minute back to the vehicles you have driven throughout your life. How has the dashboard and basic features changed through the years? The mid-1990s Ford Explorer that endured my...

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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...

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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,...

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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...

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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...
10 Buckets to Dig Your Way Out of Subpar Customer Experiences

For many customer experience leaders, trying to keep up with the processes, journey maps, and data points that make up today’s customer experience can feel like being on a boat that’s...

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Identify (and Overcome) Obstacles to Omnichannel Success

Omnichannel success has become more than a buzzword—it’s the customer experience goal of many businesses. But organizational silos, data integration gaps, and many other challenges...

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CX Bright Spots on Display at CX NYC

The recent Forrester 2018 CX NYC highlighted brands that understand what it takes to deliver to exceptional experiences to consumers. Amid digital transformation and the so-called retail apocalypse...

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