The boostCX Blog

In a digital age – customers expect a cohesive and engaging experience across all touchpoints, from online storefronts to social media. This is where omnichannel engagement comes in. By seamlessly connecting various channels, businesses create a smooth customer journey that builds satisfaction and loyalty. But how does omnichannel engagement improve the customer experience?

This guide explores the key benefits of omnichannel engagement and how a powerful customer experience management solution like boostCX can empower you and your team to build success. With boostCX, you can transform your customer interactions, bridge the gap between online and in-person experiences, and ultimately, cultivate a thriving customer base.

What Is Omnichannel Engagement?

Omnichannel engagement is the strategic practice of connecting all your customer interaction channels into a unified experience – which allows you to eliminate siloed information within your team structure. This means a customer seamlessly transitions between online browsing, mobile apps, physical stores, social media interactions, and even phone calls.

Imagine researching a product online, then effortlessly completing the purchase in-store with the help of a salesperson who has access to your browsing history. Within the scope of customer service, omnichannel engagement gives team members the opportunity to interact with customers at any point of the customer roadmap via their preferred method to improve customer satisfaction and loyalty.

Why Is Omnichannel Customer Engagement Important to Businesses?

When you employ a comprehensive customer experience management solution – like boostCX – omnichannel engagement is a key element that provides you with the ability to manage different aspects and touchpoints of the customer experience from a single platform.

• Unify Customer Messages and Interactions – Omnichannel engagement gives your team access to customers on a variety of platforms that include social media, review sites, and more. With this hands-on access, you can create a clear and consistent message to customers and maintain consistency in your interactions.
• Gather Customer Feedback and Data – Traditional customer surveys and emails are great ways to gather customer data and feedback – but they are just the tip of the iceberg. With omnichannel engagement, you can gain insight into the customer experience via a variety of channels – email, phone, text, mobile applications, review sites, and social media platforms. With this mountain of data at your fingertips, you can personalize the customer experience and improve brand loyalty.
• Comprehensive Data – A key issue with traditional customer engagement is that customer data and feedback is put into silos and segmented. This means that not everyone on your team has access to the same information. Omnichannel engagement puts all of the customer data in one convenient location and with systems like boostCX, you can create custom dashboards to track customer data.
• Engage with Customers – In the past, many businesses would only engage with customers in person or on review sites. Omnichannel engagement allows you to engage with customers at more touchpoints on the customer roadmap – which will help you build rapport with customers and improve customer loyalty.
• Instant Feedback – We live in a world of instant gratification and feedback and omnichannel engagement means you are always just one click away from engaging with customers. This means you can address customer issues faster to improve customer satisfaction.

You may ask – how does omnichannel engagement improve the customer experience? By implementing omnichannel engagement, you can create a customer journey that feels effortless and personalized at every touchpoint. Customers appreciate the consistent brand messaging and the ability to easily access information and support. This translates to increased customer satisfaction, higher engagement, and ultimately, a thriving business. boostCX is your one-stop shop for crafting a seamless omnichannel experience.

In an evolving global marketplace, understanding consumer trends is no longer a luxury, it’s a necessity. Smart businesses understand consumer trends and stay ahead of the curve, using this information to leverage these insights into an exceptional customer experience that resonates with their target audience. This translates to increased customer satisfaction, loyalty, and ultimately, a thriving business.

Many businesses want to know – what are consumer trends for 2024? This guide explores some of the key consumer trends businesses can expect to see in the marketplace this year. We’ll delve into what these trends mean for businesses, and how a powerful customer experience management solution – like the platform provided by boostCX – can empower you to not only keep pace but surpass customer expectations and cultivate a loyal customer base.

Top 5 Consumer Trends to Watch for in 2024

Consumer behavior is always changing and 2024 will be no exception to the rule. As technology like artificial intelligence (AI) continues to evolve and social media remains a powerful influence, businesses need to stay on top of emerging trends. We hope that this quick list of our Top 5 Consumer Trends to Watch for in 2024, provides insight into what customers will value most. When you understand these trends and have the right tools at your disposal, you can craft engaging experiences that resonate with your target audience and build customer loyalty.

1. AI Continues to Grow

Artificial Intelligence (AI) continues to grow as a factor in the marketplace. More and more consumers expect AI-powered personalization across touchpoints. This could look like chatbots offering real-time product recommendations or intelligent virtual assistants streamlining the customer service experience. An estimated 41% of consumers believe that AI can help product recommendations and 46% believe it will help them find online shopping deals. Businesses that employ AI effectively can create a more frictionless and tailored customer journey, fostering satisfaction and brand loyalty. It is important to ensure that AI interactions remain transparent and trustworthy to be an effective element in the customer experience as an estimated 52% of Americans remain concerned about the overuse of AI.

2. Personalized Shopping Experiences

In a competitive marketplace, a personalized shopping experience is no longer a perk – it’s a necessity. Customers have become familiar with personalized ads on social media and search engines and an estimated 75% of online consumers use that personalization to make their shopping experience easier. Many consumers crave experiences that feel tailored to their needs and preferences. boostCX can analyze customer feedback and give you the tools and data to personalize customer interactions with targeted promotions and more. A personalized approach fosters a sense of connection, increases customer satisfaction, and ultimately leads to higher conversion rates and brand loyalty.

3. Social Media is Vital

Social media isn’t just a trend – it’s a powerful landscape where consumers discover brands, share experiences, and expect real-time engagement. It provides businesses with a chance to interact with customers, address issues, market products, and more. It is vital for businesses in 2024 to have a strong social media presence to build brand awareness and create a sense of community. boostCX Social is an important tool to help you engage with customers on a variety of social media platforms and create two-way communication that builds trust, loyalty, and ultimately, a thriving customer experience.

4. Customer Feedback is Important

Customers in 2024 expect their voices to be heard. Prioritizing customer feedback is no longer optional. It’s a key driver of success. Businesses that actively solicit and analyze feedback gain valuable insights into customer needs and pain points – allowing them to refine products, personalize experiences, and proactively address issues. boostCX steps in as a powerful tool, enabling businesses to capture real-time feedback across channels, analyze sentiment, and translate insights into actionable improvements. By embracing customer feedback and leveraging boostCX, businesses can demonstrate responsiveness and cultivate lasting customer loyalty.

5. Omnichannel Shopping Continues to Grow

Today’s consumers expect a seamless experience across a variety of channels. Omnichannel shopping is no longer a fad – it’s the way customers navigate the retail landscape. Customers may even research online, buy in-store, and seek post-purchase support through social media.  boostCX empowers businesses to thrive in this omnichannel environment – providing features like social media management, live chat options, and survey tools across various touchpoints to help create a positive experience regardless of how customers choose to interact.

To succeed in a dynamic consumer market, it is crucial to understand and adapt to consumer trends. By staying ahead of the curve with these top consumer trends for 2024, you can leverage AI for personalization, prioritize customer feedback, and create a seamless omnichannel experience. boostCX empowers you to not only keep pace but excel in this ever-evolving landscape.

The world of finance is competitive, and it is a world where trust and reliability are vital in creating a stellar customer experience – whether it be a bank, a credit union, or a lender. Navigating complex financial products, regulations, and evolving customer expectations can feel like walking a tightrope blindfolded for financial business and many want to know how to improve the customer experience in finance.

That’s where the boostCX Customer Experience Management platform can help and may be your financial institution’s secret weapon for unlocking exceptional customer satisfaction and loyalty. Imagine simplifying onboarding processes, offering personalized financial guidance, and proactively addressing concerns – all while ensuring regulatory compliance. Armed with boostCX solutions, you can transform interactions from transactional to engaging and build lasting relationships that drive growth and profitability.

Today’s customers expect their financial experience to be stress free. Customers at banks and credit unions crave simplicity in navigating accounts and completing transactions, with easy-to-use online and mobile platforms. Speed is a vital component in finance customer service – fast loan approvals, instant transfers, and swift resolutions. Yet – customers want a banking experience that can be tailored and personalized to their needs.

Customers want financial institutions to understand their needs and goals, offering tailored advice and support. Transparency and clear communication about fees, terms, and risks are vital aspects to the customer experience. And above all, security is paramount, demanding robust measures to protect your information and prevent fraud. Finance-based businesses must balance the digital age with a human touch, creating a seamless, secure, and personalized experience that builds trust and loyalty.

Top 5 Ways To Improve the Customer Experience in Finance

In a modern and digital age, customers expect more than just transactions from their financial institutions. They desire a seamless experience that is simple, fast, personal, transparent, and secure. To thrive and succeed, financial businesses need to prioritize the customer experience and here are a few ways to elevate customer satisfaction and loyalty in finance.

1. Use Omnichannel Engagement

Omnichannel engagement in finance is a game-changer, offering customers a harmonious journey across all touchpoints. Imagine seamless transitions between mobile apps and branches, with consistent information readily available. boostCX makes this dream a reality with omnichannel solutions that allow you to engage, listen to, act on customer data, and identify issues within the customer experience.

2. Implement Customer Feedback

Financial institutions that can capture customer voices across multiple channels, from surveys to social media, and analyze the data with human and machine learning will reveal trends, pain points, and opportunities within the customer journey. boostCX will help you unlock actionable insights. boostCX provides a variety of tools to help you transform customer feedback into customer experience excellence with intuitive dashboards, KPI trends, KPI Scorecards, and more.

3. Engage with Customers in Real-Time

Real-time customer engagement is a key aspect of the customer experience in any industry that fosters immediate resolution, builds trust, and personalizes the experience for financial customers. boostCX empowers financial institutions with tools like live chat and social media engagement to engage instantly, answer questions directly, and turn interactions into positive memories. Watch customer satisfaction soar as you meet customer needs in real time.

4. Build Your Brand and Be Consistent

A strong, consistent brand may be the secret weapon for your financial institution – but it is important to remain consistent with your customers. It builds trust, fosters familiarity, and sets expectations for a reliable and predictable customer experience. Imagine customers seamlessly navigating services, confident they’ll receive the same high-quality service online, in-branch, or on the phone. boostCX helps you unify your brand voice and messaging across all touchpoints to build a cohesive and consistent brand.

5. Simplify Your Processes

It is important for financial institutions to remember to Keep It Super Simple. Customers do not want to have to jump through hoops to accomplish financial tasks at your institution. From loan applications to account management, streamlining procedures minimizes confusion and saves valuable time. boostCX helps you identify and eliminate unnecessary steps, create intuitive online and mobile tools, and empower self-service with your customers.

Customer trust and satisfaction are paramount aspects in the world of finance that will help you deliver a one-of-a-kind customer experience. Financial institutions that want to know more about how to improve the customer experience in finance may find that boostCX provides the tools you need to succeed. With boostCX on your side, you can unlock the power of data-driven insights, simplify the customer journey, and build lasting relationships that drive growth and loyalty.

Within the scope of the customer experience, the different types of customer feedback each play a different role and each offers valuable insight into your customer service. It can be difficult for businesses to see the value provided by each type of customer feedback and understand how it can help you improve the customer experience. You may want to know – what are the different types of customer feedback – and the boostCX Team can help. No matter what industry you are in, customer feedback plays an integral role in customer satisfaction and customer loyalty. With boostCX Customer Experience Management on your side, you’ll learn to identify the types of customer feedback that are most valuable to you and your business.

5 Different Types of Customer Feedback

From online reviews on Yelp to social media mentions on Facebook or X (Twitter), every type of customer feedback provides its own benefits. Customer surveys offer direct insights into specific aspects, while support tickets reveal pain points and areas for improvement. Social media mentions can gauge brand sentiment and identify potential crises with the opportunity for real-time customer engagement, while unsolicited reviews provide unfiltered opinions.

Net Promoter Scores (NPS) measure brand loyalty, and customer satisfaction surveys capture the overall customer experience at your business. Website analytics reveal user behavior, and in-app feedback provides real-time insights. Each type of customer feedback, when analyzed and acted upon, strengthens your customer service and leads to happier customers and a thriving business.

1. Review Sites

When customers choose a business, review sites play an important role in that decision – and likewise are a valuable resource for businesses who hope to improve the customer experience. Review sites like – the Better Business Bureau, Google Reviews, Yelp, and more – are a great source of customer feedback and can be used as testimonials when positive.

2. Customer Surveys

boostCX collects customer feedback from a variety of channels – which include customized branded customer surveys that allow you to score the customer experience via a variety of methods that include multi-lingual surveys. Customer engagement surveys allow you to tailor the questions to your business and identify trends.

3. Net Promoter Score (NPS)

Your Net Promoter Score (NPS) is a Key Performance Indicator (KPI) that measures customer loyalty. This type of customer feedback allows you to categorize customers as promoters, detractors, and passives. With this method you can set benchmarks, highlight loyal customers, and work to turn detractors into promoters.

4. In-App Ratings and Reviews

In-app ratings and reviews are like tiny applause meters within your app that offer instant feedback on the user experience. A quick, real-time thumbs-up or thumbs-down provides valuable insight into specific features, user pain points, and areas for improvement, allowing you to fine-tune your customer experience and keep your audience engaged.

5. Social Media

Social media provides an incredible wealth of customer feedback. From praiseworthy comments to heated complaints, these unfiltered opinions reveal real-time sentiment, brand perception, and emerging issues. Businesses that listen closely to this social media chatter – can introduce product improvements, identify brand advocates, and address pain points before they become more significant problems.

From customer surveys to social media reviews, the diverse chorus of customer feedback can be overwhelming and it is important to remember that each type of customer feedback holds the key to unlocking a richer, more satisfying customer experience. By understanding the different types of customer feedback and harnessing their unique aspects, you can create a more impressive customer experience.