Eptica

MARCH 4, 2016

Author: Pauline Ashenden Over the past five years Eptica has regularly evaluated the multichannel customer experience offered by 100 of the UK’s biggest brands , across ten sectors. Back in 2014 in a survey by Gartner , 89% of companies predicted that in 2016 they would be competing mostly on the customer experience they offered.

Multichannel 50

Multichannel Self service Advertising Surveys 50

Eptica

APRIL 29, 2016

To find out, the Eptica Multichannel Customer Experience Study evaluated their performance when it comes to customer service. In total, across the web, email and Twitter channels insurers successfully answered 58% of all questions, an 18% increase since 2015. In 2015 just half gave accurate answers.

Multichannel 48

Multichannel Customer Service Self service Contact Center 48

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. While fast and accurate (4 minutes and 28 seconds in the US on average), the majority of retailers that claimed to offer it, did not have it working when surveyed.

Multichannel 75

Multichannel Customer Experience Self service Advertising 75

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. The 2015 Eptica Multichannel Customer Experience Study evaluated midsize retailers on their ability to answer routine enquiries via email, the web, chat, Twitter and Facebook.

Multichannel 49

Multichannel Customer Service CRM Automotive 49

Eptica

MARCH 31, 2016

According to the latest Eptica Multichannel Customer Experience Study , the good news is that most companies understand this, with the web remaining the strongest channel for providing accurate answers to consumer queries. Entertainment retailers propped up the bottom of the table, dropping 8% since 2015, to a score of just 57%.

Multichannel 49

Multichannel Customer Service Entertainment Banking 49

COPC

SEPTEMBER 25, 2018

The 78-page report, titled Consumer Insights: CX — Understanding Consumer Experiences and Opinions , is based on extensive surveying of more than 30,000 consumers and covers a broad range of customer experience-related topics. Topics include resolution rates, satisfaction and opinions on artificial intelligence (AI)-powered solutions.

Multichannel 40

Multichannel Benchmark Surveys Customer Experience 40

Eptica

NOVEMBER 25, 2015

Date: Wednesday, November 25, 2015 Consistency – the missing ingredient in retail customer service? Published on: November 25, 2015. Retailers are multichannel, but not consistent So, how good are U.S. retailers in particular at being consistent and multichannel? On the positive side, U.S.

Multichannel 49

Multichannel Customer Service Automotive Finance 49

Eptica

DECEMBER 4, 2015

Date: Friday, December 4, 2015 Happy Holidays? Published on: December 04, 2015. Customers are not happy with service levels 35% of American consumers were dissatisfied with the experience they received online during November 2015. How good is retail customer service? part of the research. There were three key points: 1.

Multichannel 49

Multichannel Customer Service Upselling Contact Center 49

CSM Magazine

DECEMBER 1, 2021

Born between 1997 and 2015, this generation accounts for nearly 25% of today’s workforce. Flexibility – when Calabrio surveyed more than 250 contact centre professionals recently, after higher pay (55%) the thing agents wanted most was flexibility (34%). Take Generation Z, Gen Z or Zoomers as they are fondly called. Aim for: 1.

Multichannel 64

Multichannel Analytics Surveys Chatbots 64

CSM Magazine

NOVEMBER 3, 2015

Email delivers the fastest and most accurate customer service in US retail, far exceeding social media and other channels, according to new research from multichannel customer engagement software provider Eptica. ” The 2015 Eptica Retail Multichannel Customer Experience Study evaluated 500 of the biggest US retailers.

Multichannel 40

Multichannel Customer Service Automotive Advertising 40

Eptica

AUGUST 26, 2015

Date: Wednesday, August 26, 2015 Why APAC consumers are the most demanding in the world. Published on: August 26, 2015. A recent survey from BT and Avaya demonstrates the rising expectations of APAC consumers , which are far ahead of their peers in Europe and the United States. Share this page on: Tweet.

Multichannel 59

Multichannel Self service Sales Service level 59

Eptica

OCTOBER 30, 2015

Date: Friday, October 30, 2015 Which sectors offer the worst customer experience? Published on: October 30, 2015. Its survey found that consumers rated the public transport (including train operators), utility, insurance and broadband sectors, as worst for customer experience and service. Share this page on: Tweet.

Customer Experience 75

Customer Experience Transportation Multichannel Wireless 75

Eptica

JUNE 1, 2016

These points are backed up by the latest Eptica Multichannel Customer Experience Study , which highlights that the adoption of chat by UK brands is on an upward curve. For example in the 2014, 13% of companies claimed to offer it, and in 2015 this doubled to 26%. In the 2016 study it again grew exponentially, to 44% of brands surveyed.

Multichannel 49

Multichannel Customer Service Contact Center Surveys 49

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. It is based on an extensive survey of customer experience, contact center, operations, information technology, marketing and business development professionals. 18% say they outsource some operations.

Contact Center 81

Contact Center Multichannel Customer centricity Abandon rate 81

COPC

JANUARY 21, 2016

New Survey Reveals Disconnect in Perception About Meeting Expectations. . In 2015, companies surveyed said that 79% of the time they generally met the needs and expectations of their customers. is a sponsor of this exclusive event and we will be discussing the complete findings of this survey.

Multichannel 40

Multichannel Surveys Benchmark Customer Experience 40

Eptica

DECEMBER 11, 2015

Date: Friday, December 11, 2015 Festive failings in UK customer service. Published on: December 11, 2015. By contrast American shoppers are aiming to spend £250 ($382) according to the survey. An infographic illustrating the 2015 Eptica Retail Black Friday Customer Experience Study is available here.

Customer Service 49

Customer Service Multichannel Self service Contact Center 49

CSM Magazine

MARCH 7, 2016

The Eptica Multichannel Customer Experience Study, released today, evaluated 100 leading UK companies on their ability to provide answers to 10 routine questions via the web as well as their speed and accuracy when responding to email, Twitter, Facebook and chat, repeating research carried out since 2011.

Multichannel 40

Multichannel Entertainment Customer Service Banking 40

Eptica

AUGUST 26, 2015

Date: Wednesday, August 26, 2015 Dealing with the rising number of customer complaints. Published on: August 26, 2015. Author: Pauline Ashenden Over the last ten years, customers have become increasingly more demanding in terms of the service that they expect from companies. Share this page on: Tweet.

Multichannel 71

Multichannel Finance Government Surveys 71

Eptica

DECEMBER 16, 2015

Date: Wednesday, December 16, 2015 Customer service in a multigenerational world. Published on: December 16, 2015. Be multichannel While there is no direct correlation between age and the channels that customers want to use, the multigenerational world means that companies need to offer a full range of ways of making contact.

Customer Service 48

Customer Service Multichannel Transportation Entertainment 48

SharpenCX

JANUARY 15, 2020

Alaska Airlines has been steadily climbing on the ACSI Index since 2015. They know the difference between multichannel and omnichannel. And, the airline even asks for CSAT surveys through multiple channels, too. In fact, they have an open CSAT survey on their website. First up: Alaska Airlines.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

Eptica

AUGUST 5, 2016

Overall CX is improving Since the last report in Q3 2015 18% of the 319 brands surveyed had improved their scores significantly. Looking through the research, I can see four key trends for CX and customer service professionals to focus on: 1. 9% (28 companies) had gained 5 points or more, showing significant progress.

Multichannel 50

Multichannel Wireless Self service Contact Center 50

Eptica

JUNE 7, 2017

The bad news for the industry, however, is that Eptica’s study, which combined a survey of 1,000 consumers with an evaluation of the customer service capabilities of 20 leading UK insurers through the web, email, Twitter and Facebook - found that the customer experience across digital channels is actually deteriorating.

Multichannel 49

Multichannel Marketing Personalization Surveys 49

CSM Magazine

DECEMBER 2, 2015

This is according to new research from multichannel customer engagement software provider Eptica. The 2015 Eptica Retail Black Friday Customer Experience Study surveyed the customer experience around festive shopping, particularly Black Friday and Cyber Monday, in both the UK and United States. Despite record UK sales of £1.1

Customer Experience 40

Customer Experience Multichannel Sales Service level 40

CX Journey

FEBRUARY 25, 2016

It was published on their blog on October 15, 2015. If you're not asking a customer effort question on your transactional surveys, it's time to add the question; the responses will likely be eye-opening! Don't confuse that with multichannel or any of the other "xx-channel" terms. There's a difference! There's a difference!

Customer effort 46

Customer effort Multichannel Journey mapping Metrics 46

Eptica

JULY 6, 2016

The report is based on a survey of 221 UK contact centre managers working across 11 different vertical industries ranging from small contact centers of up to 50 agents to those with 200+ agents. If you compare these with Eptica’s survey of what consumers themselves expect you can see that there’s a big gap.

Customer Service 49

Customer Service Multichannel Contact Center Surveys 49

Pointillist

MAY 23, 2018

According to a recent Forrester survey, 88% of CX pros are doing customer journey mapping. Next, qualitative data captured in employee notes, interview transcripts, and call center logs, as well as quantitative data from surveys and other databases and systems, is added to the journey. Surveys and questionnaires, including VoC, CSAT.

Analytics 90

Analytics Journey mapping Multichannel Customer centricity 90

COPC

MAY 16, 2018

This information can be found in a variety of ways, including benchmarking competitors, consumer research, customer surveys and focus groups. Turning to specific results from CXMB Series research, since 2015, consumers have been asked about their assisted versus unassisted interaction preferences. Customer feedback.

Surveys 42

Surveys Journey mapping Customer centricity Entertainment 42

JivoChat

MARCH 21, 2021

In 2015, sales in Nike’s women’s sportswear department doubled over the course of 6 months. Alongside the Salesforce survey, a Deloitte & Touche study revealed that brands that use a customer centric strategy end up being 60% more profitable than their competitors. Source: Nike. Benefits of Customer Centric Selling.

Customer centricity 52

Customer centricity Sales Multichannel Scripts 52

Kayako

JANUARY 5, 2017

According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. Most consumers expect ready access to support or help.

Omni-channel support 38

Omni-channel support Customer Service Customer Experience Multi-channel support 38

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. In fact this number increased from 67% in 2012 to 84% in 2015.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Comm100

NOVEMBER 13, 2022

Omnichannel vs multichannel support. When discussing what is omnichannel customer service , it’s vital to distinguish its differences to multichannel support. Multichannel support can appear similar to omnichannel, but in practice the difference is night and day. Survey data shows that customers hate repeating themselves.

Customer Service 92

Customer Service Multichannel Chatbots Healthcare 92

COPC

APRIL 14, 2016

Judi is providing an in-depth exploration of the findings from the 2015 Customer Experience Management Benchmark (CXMB) Survey — a joint venture between COPC Inc. Judi Brenstein of COPC Inc. is presenting at the IARE Symposium in Phoenix, on Tuesday, April 26. and Execs In The Know.

Benchmark 40

Benchmark Journey mapping Airlines Contact Center 40

Comm100

AUGUST 23, 2018

Multichannel” and “omnichannel” have been buzzwords for years now. In 2015, Amazon began offering free one-day shipping in 14 metropolitan areas in the U.S. The following best practices set contemporary leaders in innovation apart from the pack and represent what exceptional customer service looks like in 2018.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40