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The Qmatic Team
3 min read
Orchestra 6: A Leap In Customer Journey Excellence
Qmatic’s Orchestra 6 is an enterprise-class software customer journey management platform for organizations with distributed locations, premises and capabilities. In our connected world, the customer experience is a complex journey across online and onsite touch points. For organizations and their s...
2 min read
Let's Get Personal. This is What Every Customer Wants
At no time in history has it been easier for customers to complain – quite vocally – about poor service, or to find a ready replacement when a brand has fallen the smallest bit short of expectations. Retailers, it benefits you to consider this reality as you work to deliver a value proposition that ...
2 min read
Top 3 Mobile CX Learnings for 2016 From the Great Experience Conference
The era of mobile and wearable computing is in full swing and companies are starting to explore ways to improve their operations and customer experiences using new types of devices and applications. This was evident at Qmatic’s annual partner and client event “Great Experience” where the focus is to...
2 min read
3 Perspectives That Lead to the Best Possible Customer Journey
The customer journey takes someone from the initial point of contact to the final service delivery. In much the same way as when we have a new dining experience, a customer will remember the lowest point (worst moment), the highest point (best moment), and how an experience ended. Because the custom...
2 min read
Hate Tweets That Destroys Brands – How They Could Have Been Avoided
The nature of banking is changing. While traditional transactions are increasingly handled online, more complex products and services, which are often important life decisions, depend on face-to-face advice from experts. It’s about functionality and getting the customer journey right to maximize sal...
2 min read
How to Switch on the Power of “Go” for Customers and Employees
Are you giving employees and customers every chance to provide those 5-star ratings for your product or service? There are many exciting tools now that can smooth any friction in your customer’s journey and bring you closer than ever to aligning your workforce and customers to create value. These to...
2 min read
Launching the First Ever Integrated Mobile Gaming and Queue Management App
Last week Qmatic hosted our annual partner and client event in Amsterdam with 267 delegates from 50 countries. The theme of the event this year was “Smart Technology Driving Exceptional Customer Experience”. With speakers from companies such as Forrester, Dixons Carphone, ING, Time Warner Cable and ...
3 min read
The Self-service Revolution and Customer Engagement
Piggly Wiggly in 1916, under the guidance of the pioneering retailer Clarence Saunders, revolutionised the shopping experience. By his idea, of not serving each customer by hand but rather individually pricing items, putting them on a shelf and suggesting customers help themselves, he planted the se...
2 min read
So digitally speaking, who owns the customer?
Since the first caveman sold the secret of fire to his neighbour, people have been asking, “Who owns the customer?” Admittedly those that are doing the asking are usually management consultants. The rest of us are generally too busy selling stuff. Examining the functions of any enterprise tends to s...