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התראות חכמות לוקחות זהב במחקר חדש על מסעות וערוצים מובילים של לקוחות

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CSG® (נאסד"ק: CSGS), המובילה בפתרונות חדשניים של מעורבות לקוחות, ניהול הכנסות ותשלומים שהופכים את חוויות הלקוח הרגילות ליוצאות דופן, פרסמה היום את דוח מצב מסע הלקוח לשנת 2022. המחקר מצא כי חברות הגיעו ללקוחותיהן באמצעות תמהיל הולך ומתרחב של ערוצים דיגיטליים, ומצאו דרכים מתוחכמות יותר ויותר להתחבר ללקוחותיהן בקנה מידה גדול יותר.

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<html> <head> <title>התראות חכמות לוקחות זהב במחקר חדש על מסעות וערוצים מובילים של לקוחות</title> <meta name="description" content="CSG® (נאסד"ק: CSGS), המובילה בפתרונות חדשניים של מעורבות לקוחות, ניהול הכנסות ותשלומים שהופכים את חוויות הלקוח הרגילות ליוצאות דופן, פרסמה היום את דוח מצב מסע הלקוח לשנת 2022. המחקר מצא כי חברות הגיעו ללקוחותיהן באמצעות תמהיל הולך ומתרחב של ערוצים דיגיטליים, ומצאו דרכים מתוחכמות יותר ויותר להתחבר ללקוחותיהן בקנה מידה גדול יותר."> <meta name="keywords" content="News Direct,נוי תקשורת,"> <meta name="expires" CONTENT="never"> <meta name="language" CONTENT="hebrew"> <meta name="distribution" CONTENT="Global"> <meta name="robots" content="index, follow"> <meta http-equiv="Content-Type" content="text/html; charset=windows-1255"> </title> <body dir="rtl"> <h1>התראות חכמות לוקחות זהב במחקר חדש על מסעות וערוצים מובילים של לקוחות</h1><br/> <br/><strong>נכתב על ידי: <a title="התראות חכמות לוקחות זהב במחקר חדש על מסעות וערוצים מובילים של לקוחות" href="http://www.portal-asakim.com/Authors//Author576.aspx ">חיים נוי</a></strong><br/> <br/><p> <p align="center">התראות חכמות לוקחות זהב במחקר חדש על מסעות וערוצים מובילים של לקוחות</p> <p><a href="https://www.csgi.com/">CSG</a><sup>®</sup> (נאסד"ק: CSGS), המובילה בפתרונות חדשניים של מעורבות לקוחות, ניהול הכנסות ותשלומים שהופכים את חוויות הלקוח הרגילות ליוצאות דופן, פרסמה היום את דוח מצב מסע הלקוח לשנת 2022. המחקר מצא כי חברות הגיעו ללקוחותיהן באמצעות תמהיל הולך ומתרחב של ערוצים דיגיטליים, ומצאו דרכים מתוחכמות יותר ויותר להתחבר ללקוחותיהן בקנה מידה גדול יותר.</p> <p align="center">Smart Notifications Take Gold in New Research on Top Customer Journeys and Channels</p> <p align="center"> </p> <p align="center">CSG’s State of the Customer Journey 2022 report shows brands going the extra mile to win in the battle for customers</p> <p align="center"> </p> <p>DENVER, February 16, 2022, <a href="http://newsdirect.com/">News Direct</a>: </p> <p><a name="_Hlk95917998"></a><a href="https://www.csgi.com/">CSG</a><sup>®</sup> (NASDAQ: CSGS), the leader in innovative customer engagement, revenue management and payments solutions that make ordinary customer experiences extraordinary, today released its <a href="https://www.csgi.com/resources/csg-state-of-the-customer-journey/?utm_source=PR&utm_content=SOCJ+2022+Press+Release&utm_campaign=SOCJ+2022">2022 State of the Customer Journey report</a>. Drawing on over 10 billion customer journey interactions, the research found that companies reached their customers through an ever-broadening mix of digital channels, finding increasingly sophisticated ways to connect with their customers at scale.</p> <p>The report highlighted the efforts of global brands to deepen levels of engagement with their customers by shifting focus away from sales and customer acquisition toward long-term loyalty and customer goodwill, both at and after the point of sale. As such, use cases like smart notifications and digital customer service became vitally important and made significant gains during socially distant times, with consumers now expecting these instant interactions online or in-store.</p> <p>Top takeaways from this year’s research include:</p> <ul type="disc"> <li>Smart notificationstake customer journey gold as top channel: Withthe world moving faster than ever, brands embraced “micro-moments” tocapture customers’ attention at the right time and in the channels theyalready use. Case in point: smart notifications accounted for more than50% of journeyinteractions and took the top spot as the number one customer journey usecase in 2021. Notably, SMS texts presented a unique opportunity forimmediacy, engagement and personalization. CSG found that SMSnotifications increased by almost 1,000% year over year, and for goodreason: 90% of messages are readwithin 3 minutes.</li> <li><strong>Voiceand SMS make a powerful 1-2punch: It turns out consumers stillwant to “phone a friend,” as total phone calls increased in volume by290%, with inbound calls accounting for 31% of total calls in 2021. Thistrend highlights the growing importance and value of intelligent automatedphone system technologies like interactive voice response (IVR), which canbetter understand customer needs and offer more self-service options forfaster resolution. Like voice, SMS saw a big increase in adoption, withoverall message volume more than quadrupling year over year (304%). Asbusinesses adapt to notifying consumers in real-time, whether to confirm adelivery or provide a fraud alert, SMS will soon become a requirement tocompete.</li> <li><strong>Emailmakes a rebound: Despite therumors heard year after year, email is not dead. Email interactions grew steadilysince last year’s report (+145%). It triumphed as the most popular channelfor journey interactions for customer notification, onboarding, digitalcustomer service and acquisition. Email’s scalability and low technicalrequirements for personalization continue to make it a powerful “must-haveoption” for any company’s digital channel mix.</li> <li>Journey interactionsrise across the board, across industries: <ul type="disc"> <li>Financialservices: Timely,accurate communication is especially important when it comes to managingand protecting our wallets. To meet this expectation, financial servicesinstitutions became the ambassadors for channel mix diversity, with 40%more variety in their communication channel delivery than otherindustries. Not only are banking customers being kept better informed,but banks are building greater trust and confidence with their customers,which will lead to more business down the road. Interestingly, phonechannels reigned supreme, accounting for 69% of digital customer serviceinteractions.</li> <li>Telecommunications: The telecom industry also had a lot togain from channel diversification. Communications service providers(CSPs) got savvier with their channel mix (+36% than average) to retaincustomers long-term while also pursuing innovative ways to acquire newsubscribers. In a highly competitive market, CSPs can ensure currentcustomers are happy by making their experiences simple and easy. On theacquisition front, CSPs need to leverage sophisticated segmentation andanalytics to show that they know what future customers are looking for,and then be able to adapt their communications and interactions inreal-time to deliver value even before the customer signs up.</li> <li>Retail: Retail brands are mastering thechannels they’ve used for years — on average tapping two — but are nowstanding out in other ways. They are broadening ways for customers tointeract with the brand, whether through e-commerce with convenientupsell suggestions during checkout (the digital version of snacks in thecheckout line) or hybrid options like buy online, pick-up in store(BOPIS). Overall, the opportunityto create the best journeys in retail will come from increasing everydayvalue-add and orchestrating transactional messages through the mostintelligent journey workflows possible.</li> </ul> </li> </ul> <p>“Winning with customer journeys is quite straightforward: be where your customers are,” says Mark Smith, VP of digital engagement solutions at CSG. “If it’s across six channels, your brand should have a uniquely enticing presence in each, but also ensure you offer consistent value and experience. The goal, especially after the hardships of the pandemic, is to uplift your customer and elevate the experience they have with your brand in the most proactive, predictive and personalized way possible. This digital transformation shift is here to stay, and businesses are realizing the benefits of digital communications that are intelligently coordinated, as evidenced by the expanding channel mix and rise in smart notifications.”</p> <p>Methodology</p> <p>CSG tracked more than 10 billion customer journey interactions in 2021 through its customer journey orchestration platform, a component of CSG Xponent™. CSG defines a customer journey interaction as an instance where an API triggers an action to be taken on a channel within the customer journey. New this year, CSG supplemented its journey orchestration data with data from voice and messaging channels (U.S. only), also spanning 2021, with 2020 volumes for comparative reference.</p> <p>Read CSG’s full analysis, findings, and recommendations in the global industry report: State of the Customer Journey 2022.</p> <p>About CSG</p> <p>CSG is a leader in innovative customer engagement, revenue management and payments solutions that make ordinary customer experiences extraordinary. Our cloud-first architecture and customer-obsessed mindset help companies around the world launch new digital services, expand into new markets, and create dynamic experiences that capture new customers and build brand loyalty. For over 40 years, CSG’s technologies and people have helped some of the world’s most recognizable brands solve their toughest business challenges and evolve to meet the demands of today’s digital economy with future-ready solutions that drive exceptional customer experiences. With 5,000 employees in over 20 countries, CSG is the trusted technology provider for leading global brands in telecommunications, retail, financial services and healthcare. Our solutions deliver real world outcomes to more than 900 customers in over 120 countries. To learn more, visit us at csgi.com and connect with us on LinkedIn and Twitter.</p> <p>Contacts</p> <p>Tammy Hovey</p> <p>Global Public Relations</p> <p>+1 (917) 520-2751</p> <p>tammy.hovey@csgi.com</p> <p>John Rea</p> <p>Investor Relations</p> <p>+1 (210) 687-4409 </p> <p>john.rea@csgi.com </p> <p>*** הידיעה מופצת בעולם על ידי חברת התקשורת הבינלאומית News Direct</p> </p> <br/><br/> <strong><u>פרטים אודות כותב המאמר</u></strong> <br/> <p><strong>חיים נוי, עיתונאי, עורך ראשי של סוכנות החדשות הבינ"ל IPA, לשעבר עורך ראשי של סוכנות הידיעות עתים, חבר תא מבקרי התיאטרון באגודת העיתונאים</strong></p> <br/><a href="http://www.portal-asakim.com"> מקור המאמר: אתר מאמרים עסקיים ומקצועיים</a>

גירסת טקסט:
התראות חכמות לוקחות זהב במחקר חדש על מסעות וערוצים מובילים של לקוחות התראות חכמות לוקחות זהב במחקר חדש על מסעות וערוצים מובילים של לקוחות CSG® (נאסד"ק: CSGS), המובילה בפתרונות חדשניים של מעורבות לקוחות, ניהול הכנסות ותשלומים שהופכים את חוויות הלקוח הרגילות ליוצאות דופן, פרסמה היום את דוח מצב מסע הלקוח לשנת 2022. המחקר מצא כי חברות הגיעו ללקוחותיהן באמצעות תמהיל הולך ומתרחב של ערוצים דיגיטליים, ומצאו דרכים מתוחכמות יותר ויותר להתחבר ללקוחותיהן בקנה מידה גדול יותר. Smart Notifications Take Gold in New Research on Top Customer Journeys and Channels CSG’s State of the Customer Journey 2022 report shows brands going the extra mile to win in the battle for customers DENVER, February 16, 2022, News Direct: CSG® (NASDAQ: CSGS), the leader in innovative customer engagement, revenue management and payments solutions that make ordinary customer experiences extraordinary, today released its 2022 State of the Customer Journey report. Drawing on over 10 billion customer journey interactions, the research found that companies reached their customers through an ever-broadening mix of digital channels, finding increasingly sophisticated ways to connect with their customers at scale. The report highlighted the efforts of global brands to deepen levels of engagement with their customers by shifting focus away from sales and customer acquisition toward long-term loyalty and customer goodwill, both at and after the point of sale. As such, use cases like smart notifications and digital customer service became vitally important and made significant gains during socially distant times, with consumers now expecting these instant interactions online or in-store. Top takeaways from this year’s research include: Smart notificationstake customer journey gold as top channel: Withthe world moving faster than ever, brands embraced “micro-moments” tocapture customers’ attention at the right time and in the channels theyalready use. Case in point: smart notifications accounted for more than50% of journeyinteractions and took the top spot as the number one customer journey usecase in 2021. Notably, SMS texts presented a unique opportunity forimmediacy, engagement and personalization. CSG found that SMSnotifications increased by almost 1,000% year over year, and for goodreason: 90% of messages are readwithin 3 minutes. Voiceand SMS make a powerful 1-2punch: It turns out consumers stillwant to “phone a friend,” as total phone calls increased in volume by290%, with inbound calls accounting for 31% of total calls in 2021. Thistrend highlights the growing importance and value of intelligent automatedphone system technologies like interactive voice response (IVR), which canbetter understand customer needs and offer more self-service options forfaster resolution. Like voice, SMS saw a big increase in adoption, withoverall message volume more than quadrupling year over year (304%). Asbusinesses adapt to notifying consumers in real-time, whether to confirm adelivery or provide a fraud alert, SMS will soon become a requirement tocompete. Emailmakes a rebound: Despite therumors heard year after year, email is not dead. Email interactions grew steadilysince last year’s report (+145%). It triumphed as the most popular channelfor journey interactions for customer notification, onboarding, digitalcustomer service and acquisition. Email’s scalability and low technicalrequirements for personalization continue to make it a powerful “must-haveoption” for any company’s digital channel mix. Journey interactionsrise across the board, across industries: Financialservices: Timely,accurate communication is especially important when it comes to managingand protecting our wallets. To meet this expectation, financial servicesinstitutions became the ambassadors for channel mix diversity, with 40%more variety in their communication channel delivery than otherindustries. Not only are banking customers being kept better informed,but banks are building greater trust and confidence with their customers,which will lead to more business down the road. Interestingly, phonechannels reigned supreme, accounting for 69% of digital customer serviceinteractions. Telecommunications: The telecom industry also had a lot togain from channel diversification. Communications service providers(CSPs) got savvier with their channel mix (+36% than average) to retaincustomers long-term while also pursuing innovative ways to acquire newsubscribers. In a highly competitive market, CSPs can ensure currentcustomers are happy by making their experiences simple and easy. On theacquisition front, CSPs need to leverage sophisticated segmentation andanalytics to show that they know what future customers are looking for,and then be able to adapt their communications and interactions inreal-time to deliver value even before the customer signs up. Retail: Retail brands are mastering thechannels they’ve used for years — on average tapping two — but are nowstanding out in other ways. They are broadening ways for customers tointeract with the brand, whether through e-commerce with convenientupsell suggestions during checkout (the digital version of snacks in thecheckout line) or hybrid options like buy online, pick-up in store(BOPIS). Overall, the opportunityto create the best journeys in retail will come from increasing everydayvalue-add and orchestrating transactional messages through the mostintelligent journey workflows possible. “Winning with customer journeys is quite straightforward: be where your customers are,” says Mark Smith, VP of digital engagement solutions at CSG. “If it’s across six channels, your brand should have a uniquely enticing presence in each, but also ensure you offer consistent value and experience. The goal, especially after the hardships of the pandemic, is to uplift your customer and elevate the experience they have with your brand in the most proactive, predictive and personalized way possible. This digital transformation shift is here to stay, and businesses are realizing the benefits of digital communications that are intelligently coordinated, as evidenced by the expanding channel mix and rise in smart notifications.” Methodology CSG tracked more than 10 billion customer journey interactions in 2021 through its customer journey orchestration platform, a component of CSG Xponent™. CSG defines a customer journey interaction as an instance where an API triggers an action to be taken on a channel within the customer journey. New this year, CSG supplemented its journey orchestration data with data from voice and messaging channels (U.S. only), also spanning 2021, with 2020 volumes for comparative reference. Read CSG’s full analysis, findings, and recommendations in the global industry report: State of the Customer Journey 2022. About CSG CSG is a leader in innovative customer engagement, revenue management and payments solutions that make ordinary customer experiences extraordinary. Our cloud-first architecture and customer-obsessed mindset help companies around the world launch new digital services, expand into new markets, and create dynamic experiences that capture new customers and build brand loyalty. For over 40 years, CSG’s technologies and people have helped some of the world’s most recognizable brands solve their toughest business challenges and evolve to meet the demands of today’s digital economy with future-ready solutions that drive exceptional customer experiences. With 5,000 employees in over 20 countries, CSG is the trusted technology provider for leading global brands in telecommunications, retail, financial services and healthcare. Our solutions deliver real world outcomes to more than 900 customers in over 120 countries. To learn more, visit us at csgi.com and connect with us on LinkedIn and Twitter. Contacts Tammy Hovey Global Public Relations +1 (917) 520-2751 tammy.hovey@csgi.com John Rea Investor Relations +1 (210) 687-4409 john.rea@csgi.com *** הידיעה מופצת בעולם על ידי חברת התקשורת הבינלאומית News Direct נכתב על ידי חיים נוי, עיתונאי, עורך ראשי של סוכנות החדשות הבינ"ל IPA, לשעבר עורך ראשי של סוכנות הידיעות עתים, חבר תא מבקרי התיאטרון באגודת העיתונאים מקור המאמר:אתר מאמרים עסקיים ומקצועיים http://www.portal-asakim.com
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