Q-nomy's Blog: Customer Experience And More

  • Customer Interaction Management Goes Omnichannel with Q-Flow 6

    SMS reminders for appointments, Emails with personalized brochures, and of course audio-visual communications over digital signage in the waiting room, are only a small part of the range of communication channels managed by Q-Flow almost since its first commercial release. Nowadays, however, CIM is undergoing a major evolution...

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  • Business Process Management Gets More Personal With Q-Flow 6

    Q-nomy's focus has always been on delivering value through the front-end of the business, by enhancing the customer experience. While doing so, we keep in mind the importance of back-office processes that are required to support front-end service delivery. 

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  • Appointment Scheduling Gets Better With Q-Flow 6

    Appointment Scheduling is one of the key user experiences Q-nomy addresses. Now, with the release of Q-nomy's Q-Flow 6, it gets even better. "Better" as in "Show-me-the-money" better...

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  • Appointment Scheduling is Only Half The Solution

    Many retail businesses nowadays add appointment scheduling to their customer experience offering. These businesses rightfully assume that scheduled visits support resource planning, resulting in more efficient resource utilization. And, it makes their customers happier with shorter wait times and more focused interactions. However, a solution comprising appointment scheduling alone is like a meal without the main course: good, but not satisfactory.

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  • Shoplifting by permission – Take the product and leave at Amazon stores of the future

    An article published in Recode recently, revealing Amazon plans to open retail, non-book related brick and mortar stores, uncovers a possible solution for a problem many retailers are aware of...

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  • No Software? Let's keep our options open for the time being…

    Today it is common knowledge SaaS enables buyers to pay per use, scale up or down at will, and achieve higher levels of security and availability. However...

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  • The customer visit to the store –the last great chance to win brand loyalty?

    In a time when everything seems to revolve around online customer experience channels, a move to enhance the physical aspect of the multi-channel customer experience may seem odd; or may it?

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  • Customer Journey Intelligence is the term we like to use to describe the methods and tools available for analyzing customer flow and customer experience. As Q-nomy's solutions generate plenty of information pertaining to the customer journey (to the store, and in it) there is much to analyze. Scheduled for release by the end of 2015, Q-nomy’s Q-Flow Insight is a new Customer Journey Intelligence tool that is powerful, flexible and easy to use.

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  • If you’ve been following this blog, you’re aware that Q-nomy is putting a big emphasis on its BPM offering, especially for customer-centric workflows and service processes. Q-nomy's approach to customer experience management has always been a holistic one, for we believe that components delivering the direct experience, such as agent interactions, self-service kiosks and digital signage, should be supported by equally capable back-end operations. For this reason, the Q-Flow platform continuously aims to enable coordinated management of back-office and front-office activity.

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  • Providing a software solution for banks might seem like a daunting task, especially when the issue at hand is customer experience and service. Phrases like 'customer data' and 'systems integration' spring to mind, followed by 'information security' and 'oh no, how much is this going to cost us?'

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