Eptica

OCTOBER 16, 2015

Date: Friday, October 16, 2015 The opportunity for European customer experience. Published on: October 16, 2015. Author: Olivier Njamfa From Berlin to Bermuda, and San Francisco to Singapore, consumers increasingly demand a superior customer experience from the organizations that they choose to buy from.

Customer Experience 75

Customer Experience Multichannel Banking Customer centricity 75

Vcaretec

JUNE 6, 2022

This makes it even more challenging for retailers during peak season to maintain the highest levels of quality customer care service. Here are some Vcare statistics from the 2015 holiday season, along with some quotes from Vcare call center clients and industry experts.

Multichannel 89

Multichannel Entertainment Customer Care Call Center 89

Eptica

AUGUST 14, 2015

Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. Published on: August 14, 2015. This changing banking landscape, combined with continued low interest rates, means that the customer experience is now central to being successful in the market. Remove paper.

Banking 85

Banking Multichannel Customer Experience Finance 85

Eptica

NOVEMBER 11, 2015

Date: Wednesday, November 11, 2015 Comparing the retail customer experience in the United States and United Kingdom. Published on: November 11, 2015. Author: Pauline Ashenden Thanks to the internet, retail is a global industry, with companies now facing competition from peers around the world. Share this page on: Tweet.

Multichannel 75

Multichannel Customer Experience Self service Advertising 75

Eptica

NOVEMBER 16, 2016

Date: Wednesday, November 16, 2016 How does customer experience affect sales growth? Author: Neil Cox Customer experience has been front of mind for marketing and customer service professionals for a number of years, but does it really have a big impact on the bottom line? Published on: November 16, 2016.

Sales 54

Sales Customer Experience Multichannel Airlines 54

Eptica

OCTOBER 30, 2015

Date: Friday, October 30, 2015 Which sectors offer the worst customer experience? Published on: October 30, 2015. Author: Pauline Ashenden While all industries need to ensure they are delivering an excellent customer experience, some seem to be intrinsically better at it than others.

Customer Experience 75

Customer Experience Transportation Multichannel Wireless 75

Eptica

NOVEMBER 13, 2015

Date: Friday, November 13, 2015 7 ways banks can transform customer experience. Published on: November 13, 2015. These companies are often built on innovative technology that means they can carry out transactions faster, smarter and more efficiently, than rivals, while delivering a superior customer experience.

Banking 77

Banking Customer Experience Multichannel Finance 77

Eptica

SEPTEMBER 18, 2015

Date: Friday, September 18, 2015 The six ways web self-service improves your customer experience. Published on: September 18, 2015. Author: Robin Tandon Customer service teams are currently faced with multiple challenges. So how can companies deliver faster service to more queries, while improving efficiency?

Self service 78

Self service Customer Experience Multichannel Contact Center 78

Eptica

AUGUST 21, 2015

Date: Friday, August 21, 2015 The need for digital transformation in retail. Published on: August 21, 2015. To achieve this they are increasingly embarking on digital transformation programs, moving to a multichannel approach that is more efficient and flexible, while delivering a better customer experience.

Multichannel 89

Multichannel Contact Center Marketing Customer Experience 89

Eptica

MARCH 14, 2018

Date: Wednesday, March 14, 2018 How do UK banks rate on customer experience? Government legislation is committed to making it easier than ever for customers to change banks and interest rates remain low, meaning that service is a primary differentiator between companies. Published on: March 14, 2018.

Banking 49

Banking Customer Experience Multichannel Government 49

Avaya

DECEMBER 1, 2016

While many of these purchases are simply one click and a check off of gift lists, the customer probably made several decisions well before the submit-order button was activated. Whereas item and price have been the primary drivers of purchasing decisions, the customer experience is increasingly the new battleground.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

Eptica

NOVEMBER 27, 2015

Date: Friday, November 27, 2015 Mobile – at the heart of the customer experience. Published on: November 27, 2015. Fail to deliver what customers want, and, no matter how good your desktop experience, you are likely to lose business if you fail to deliver on mobile devices.

Customer Experience 51

Customer Experience Multichannel Advertising Banking 51

Eptica

DECEMBER 7, 2015

Date: Monday, December 7, 2015 How APAC brands can improve the customer experience. Published on: December 07, 2015. However, given the complexity of today’s multichannel world, knowing where to begin with customer experience can appear daunting. Share this page on: Tweet.

Customer Experience 48

Customer Experience Multichannel CRM Customer centricity 48

Eptica

JUNE 8, 2016

The state of UK travel customer experience. At the same time with so many options to choose from online, customers are more discerning about where they take their business, insisting on excellent customer service at all times. Given these factors, how is the sector performing when it comes to customer experience?

Airlines 49

Airlines Multichannel Customer Experience Contact Center 49

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Published on: September 11, 2015. As technology gets more complex, and consumers look to connect it all together, the importance of the customer experience becomes ever more vital.

Multichannel 76

Multichannel Customer Service Banking Self service 76

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Author: Chris Eideh Businesses understand that improving the customer experience has a direct impact on revenue generation. Happier customers are more loyal, will spend more and recommend your company to their friends. Published on: June 24, 2016.

Customer Experience 50

Customer Experience Multichannel Airlines Self service 50

ForeSee

NOVEMBER 19, 2015

Just like the shopping season, the fielding for our annual holiday research report, the ForeSee Experience Index (FXI) 2015 Retail Edition, is in full swing. For the past decade, we've surveyed holiday shoppers to discover which retailers give them the best customer experiences and which ones fail to deliver.

Surveys 45

Surveys Customer Experience Multichannel 45

Eptica

SEPTEMBER 9, 2015

Date: Wednesday, September 9, 2015 Making a success of Twitter customer service. Published on: September 09, 2015. Author: Michael Cheung The immediacy and reach of Twitter means it has become a vital channel for customer service. times over the past two years. Share this page on: Tweet. Share this page on: Tweet.

Customer Service 97

Customer Service Multichannel B2C Banking 97

Eptica

DECEMBER 23, 2016

Date: Friday, December 23, 2016 The cost of ecommerce delivery problems to the customer experience. This last leg of the ecommerce customer experience has always been hard for retailers to control. The research found that in 2015 there were 4.8 Published on: December 23, 2016. Share this page on: Tweet.

Customer Experience 51

Customer Experience Multichannel Marketing Customer Service 51

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. This increases the focus on delivering an excellent customer experience to consumers, wherever they are located, if companies are going to have meaningful, engaged conversations with their audiences. Published on: April 27, 2016.

Multichannel 49

Multichannel Customer Experience Transportation Self service 49

Customer Interactions

JULY 7, 2015

In 2015, contact centers will finally get the attention they deserve. That’s because 2015 is all about customer experience, and contact centers are the hub of customer-facing touchpoints.

Multichannel 28

Multichannel Contact Center Customer Experience 28

Eptica

OCTOBER 26, 2015

Date: Monday, October 26, 2015 Christmas is coming – is your customer service ready? Published on: October 26, 2015. As part of this work, retailers will have focused on the customer experience they provide , whether instore, online or on the telephone. It isn’t too late to achieve this.

Multichannel 88

Multichannel Customer Service Contact Center Self service 88

SharpenCX

JANUARY 15, 2020

Today marks our inaugural brand crush post , where we shell out all the details of companies changing the game in customer experience. They’re the ones who hold leading spots on top satisfaction lists and who have a following of raving customer advocates. Alaska Airlines has been steadily climbing on the ACSI Index since 2015.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

Eptica

AUGUST 28, 2015

Date: Friday, August 28, 2015 What is a customer hub? Published on: August 28, 2015. Author: Steve Nattress When customer service first rose to prominence within organisations it was straightforward to define. You can find out more about the Eptica Customer Day 2015 and book your place here.

Multichannel 92

Multichannel CRM Contact Center Banking 92

Eptica

OCTOBER 14, 2016

In the UK, retailers will be looking to bounce back from a disappointing 2015 festive season where heavy discounting hit margins in many parts of the sector. Be multichannel Today’s consumers want the freedom to shop online and instore , with the ability to access multiple delivery methods including Buy Online, Pick Up in Store (BOPUS).

Multichannel 65

Multichannel Sales Customer Service Customer Experience 65

Eptica

NOVEMBER 4, 2015

Date: Wednesday, November 4, 2015 What’s the best channel for U.S. retail customer service? Published on: November 04, 2015. So at Eptica we thought it would be a good time to look at how they perform when it comes to the customer experience. Share this page on: Tweet.

Customer Service 76

Customer Service Multichannel Self service Advertising 76

Talkdesk

APRIL 26, 2016

Each week, we will be collecting tips, tricks and insights on the customer experience with the hope that some of what we find helps our readers to further their CX goals. Customer experience is the foundation upon which customer loyalty is built! (I This week’s topic is customer experience on the global level.

Customer Experience 40

Customer Experience Multichannel Engineering Customer retention 40

Eptica

DECEMBER 18, 2015

Date: Friday, December 18, 2015 Telecoms customer complaints rising in the UK. Published on: December 18, 2015. However, the rise of superfast broadband, social media, IP telephony and on-demand/pay-TV services mean that it is now an essential part of the Christmas experience for the majority of families.

Multichannel 61

Multichannel CRM Contact Center Customer Service 61

Eptica

SEPTEMBER 18, 2015

Date: Wednesday, September 23, 2015 Why customer service is still vital in the supermarket price war. Published on: September 23, 2015. This gap between best and worst replicates Eptica’s findings in the 2015 UK Multichannel Customer Experience Study. Share this page on: Tweet.

Multichannel 76

Multichannel Customer Service Brand ambassadors Self service 76

Eptica

APRIL 29, 2016

In order to enable these meaningful conversations , insurers need to focus on delivering what customers want, efficiently, across a growing number of channels. To find out, the Eptica Multichannel Customer Experience Study evaluated their performance when it comes to customer service.

Multichannel 48

Multichannel Customer Service Self service Contact Center 48

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Published on: October 06, 2015. Author: Michael Cheung Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. Share this page on: Tweet.

Customer Service 75

Customer Service Multichannel Self service Contact Center 75

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. Given these challenges, how are they coping with becoming more customer centric? recently released a new report aimed at helping them deliver customer service excellence.

Multichannel 49

Multichannel Customer Service CRM Automotive 49

Eptica

FEBRUARY 26, 2016

Date: Friday, February 26, 2016 How are retailers working to improve customer experience? Author: Robin Tandon Customer experience is important to every industry, but particularly vital for retail. On the other side of the coin, customers are becoming more demanding and insisting on a superior, hassle-free experience.

Customer Experience 50

Customer Experience Multichannel Benchmark Banking 50

CSM Magazine

DECEMBER 2, 2015

billion on Black Friday, British consumers are much less satisfied with retail customer service compared to Christmas 2014. This is according to new research from multichannel customer engagement software provider Eptica. 37% of Britons are unhappy with the experience in store, with 27%. Despite record UK sales of £1.1

Customer Experience 40

Customer Experience Multichannel Sales Service level 40

Eptica

NOVEMBER 18, 2015

Date: Wednesday, November 18, 2015 The state of UK email customer service. Published on: November 18, 2015. Email usage by sector Contact Babel’s research, which was carried out with UK contact centre managers, found that email makes up an average of 17% of incoming queries from customers. Share this page on: Tweet.

Customer Service 75

Customer Service Multichannel Transportation Self service 75

NICE inContact

NOVEMBER 12, 2019

How is omnichannel customer service different from (or: better than?) multichannel customer service? Looking at year-over-year industry statistics from the yearly Dimension Data Customer Experience Benchmarking, the number of channels supported has been growing steadily between 2015 and 2017.

Multichannel 54

Multichannel Benchmark Contact Center Self service 54

ForeSee

DECEMBER 17, 2015

We’re thrilled to share with you all the delectable customer experience insights we uncovered in the eleventh annual ForeSee Experience Index (FXI) , our study that focuses on holiday retail. The post The 2015 ForeSee Experience Index (FXI): Retail Edition is Here! appeared first on ForeSee.

Surveys 40

Surveys Customer Experience Multichannel Analytics 40