Q-nomy's Customer Experience Blog

  • 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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  • After more than a decade of operating strictly as a B2B vendor, delivering enterprise software solutions, the growing use of Q-nomy's "myVisit" mobile app is bringing us closer than ever to consumers. And even though our clients are still the businesses – once these businesses offer the app to their end-customers, we become part of the B2B2C chain, whether we want it or not. And yes, we want it!

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  • When asked what Q-nomy does, I usually reply that we do customer experience management software, which includes operational components that enable the customer's journey (or the journey of their requests) through the customer service pipelines. We also do content delivery, personalized and delivered to customers on this journey through a variety of digital channels.

    It is an accurate reflection of our reality and it can be backed up by many businesses who actually went ahead implementing Q-nomy's solutions; however for a newcomer to the Q-nomy world, this might seem to be an overstatement. Sometimes people trying to comprehend what is it that Q-nomy actually does think a moment and then say "oh, so you do queue management don't you?". Isn't that an anti-climax…

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