Eptica

OCTOBER 7, 2016

Date: Friday, October 7, 2016 7 key issues that are holding back digital transformation in insurance. Published on: October 07, 2016. To find out how they are performing, the 2016 Eptica Insurance Multichannel Customer Experience Study evaluated 100 U.S.

Multichannel 79

Multichannel Contact Center Best practices Customer Experience 79

Kayako

JANUARY 14, 2016

The Customer Support State of the Profession Report 2016 surveyed 116 individuals, with respondents ranging from support agents to VPs of support and CEOs. Customer support professionals are less satisfied now than when they first started their jobs. Four new facts about the support industry in 2016.

Customer Support 46

Customer Support Multichannel Surveys Customer effort 46

COPC

JANUARY 3, 2016

is partnering with Execs In The Know , a global network of customer management professionals, to conduct the fourth annual Customer Experience Benchmarking (CXMB) Series. Working together, we are surveying consumers about their experiences and perceptions in a multichannel environment. The post COPC Inc.

Multichannel 40

Multichannel Customer Experience Surveys Benchmark 40

Eptica

NOVEMBER 16, 2016

Date: Wednesday, November 16, 2016 How does customer experience affect sales growth? Published on: November 16, 2016. 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?

Sales 54

Sales Customer Experience Multichannel Airlines 54

Eptica

MAY 25, 2016

Date: Wednesday, May 25, 2016 Mapping digital transformation in customer experience. Published on: May 25, 2016. Author: Pauline Ashenden In the fast-moving world of customer experience there is no shortage of new trends and technologies for companies to evaluate and adopt.

Customer Experience 54

Customer Experience Multichannel CRM Contact Center 54

Eptica

OCTOBER 19, 2016

Date: Wednesday, October 19, 2016 Falling through the gaps – email and the insurance industry. Published on: October 19, 2016. Share this page on: Tweet.

Multichannel 75

Multichannel Government Best practices Technology 75

Vcaretec

JUNE 6, 2022

Tony Johnson -- Customer Service Author & Speaker, @ServiceRecipe “A growing number of retail sales — across all channels — are influenced by digital as the lines between online and in-store shopping become increasingly blurred.” If lowering customer service costs are one of your objectives for 2016, get in touch with us today.

Multichannel 89

Multichannel Entertainment Customer Care Call Center 89

COPC

AUGUST 18, 2016

New Questions, New Trends in the Customer Experience. The Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series brings a host of new content in 2016. This year’s Consumer Edition report features two new sections: The Millennial Consumer and The Alternative Channel Customer Journey.

Multichannel 40

Multichannel Benchmark Surveys Customer Care 40

Eptica

APRIL 13, 2016

Date: Wednesday, April 13, 2016 The move to meaningful conversations in customer experience. Published on: April 13, 2016. Author: Olivier Njamfa Over the past fifteen years, the importance of customer experience has grown dramatically. The customer experience market is changing rapidly.

Multichannel 51

Multichannel Customer Experience Contact Center Customer Service 51

Eptica

JANUARY 15, 2016

Date: Friday, January 15, 2016 Insurance, the Internet of Things and customer experience. Published on: January 15, 2016. This has dramatically changed how insurers operate , and increased the focus on the customer experience as companies look to engage with consumers and retain their business.

Customer Experience 52

Customer Experience Multichannel CRM Analytics 52

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 2016. Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

Avaya

DECEMBER 1, 2016

According to the Wall Street Journal, 2016 Thanksgiving and Black Friday sales have already accounted for more than $3 Billion in “desktop spending”—aka, e-commerce. 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.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

Eptica

NOVEMBER 29, 2017

Date: Wednesday, November 29, 2017 The changing face of European Customer Experience. Author: Olivier Njamfa How good are European companies at delivering the customer experience that consumers demand? In the UK just under 50% of brands saw their scores drop , with even high-performing companies not improving from 2016.

Customer Experience 49

Customer Experience Multichannel Surveys Marketing 49

Eptica

OCTOBER 28, 2016

Date: Friday, October 28, 2016 Turning service into sales with chat. Published on: October 28, 2016. Author: Angus Prentice Good customer service leads to happier, more loyal customers who stay with you longer, spend more and are more likely to recommend your business to family and friends. Share this page on: Tweet.

Sales 79

Sales Multichannel Abandon rate Upselling 79

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. Author: Chris Eideh Businesses understand that improving the customer experience has a direct impact on revenue generation. Greater efficiency Minimizing unnecessary customer contact to queries has two impacts.

Customer Experience 50

Customer Experience Multichannel Airlines Self service 50

Kayako

JANUARY 5, 2017

In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Yet, relatively few contact centers have focused on providing a consistent customer experience. Omni-channel strategy creates a single view of the customer.

Omni-channel support 38

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

Eptica

OCTOBER 14, 2016

Date: Friday, October 14, 2016 What customers want this Christmas when it comes to service. Published on: October 14, 2016. over the course of 2016 holiday shopping season in the US, hitting $655.8 over the course of 2016 holiday shopping season in the US, hitting $655.8 Share this page on: Tweet.

Multichannel 65

Multichannel Sales Customer Service Customer Experience 65

Eptica

OCTOBER 12, 2016

Date: Wednesday, October 12, 2016 Is it really time for your company to embrace chatbots? Published on: October 12, 2016. Author: Pauline Ashenden One of the most talked about current trends in customer experience is the rise of chatbots , with many companies investigating using them to interact with customers on messaging apps.

Chatbots 78

Chatbots Multichannel Self service Contact Center 78

Eptica

OCTOBER 26, 2016

Date: Wednesday, October 26, 2016 6 factors driving contact center change. Published on: October 26, 2016. Author: Dharmesh Ghedia With customer service being at the top of the business agenda for organizations, what are the trends that are impacting contact centers? Reading through the results, six key conclusions stand out: 1.

Contact Center 71

Contact Center Multichannel Self service Surveys 71

COPC

JANUARY 6, 2017

have published an executive summary of the survey results for the 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series. The CXMB survey focused on where brands stand as they transition from multichannel to omnichannel support for their customers. Execs In The Know and COPC Inc.

Surveys 40

Surveys Multichannel Benchmark Customer Experience 40

Eptica

JUNE 10, 2016

Date: Friday, June 10, 2016 Adding emotion to the customer experience. Published on: June 10, 2016. Author: Pauline Ashenden Delivering the right customer experience isn’t just about systems and processes – it is also about how the consumer feels during, and at the end of, the journey.

Customer Experience 49

Customer Experience Multichannel Contact Center Metrics 49

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Published on: April 27, 2016. 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.

Multichannel 49

Multichannel Customer Experience Transportation Self service 49

Eptica

DECEMBER 9, 2016

Date: Friday, December 9, 2016 What’s the state of European customer service? Published on: December 09, 2016. Author: Neil Cox Wherever they are in the world, consumers have rising expectations when it comes to the experience they receive from brands. But how does it vary between different countries?

Customer Service 75

Customer Service Multichannel Surveys Feedback 75

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016.

Customer Service 75

Customer Service Multichannel Self service Surveys 75

Eptica

JUNE 8, 2016

Date: Wednesday, June 8, 2016 Unhappy holidays? The state of UK travel customer experience. Published on: June 08, 2016. 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.

Airlines 49

Airlines Multichannel Customer Experience Contact Center 49

Eptica

NOVEMBER 1, 2017

Date: Wednesday, November 1, 2017 UK brands struggling with digital customer experience. But many companies – and even whole industry sectors - are struggling to cope with the sheer volume of customer contacts and queries. That’s one of the main conclusions of the 2017 Eptica Multichannel Customer Conversation Study.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49

Eptica

NOVEMBER 30, 2016

Date: Wednesday, November 30, 2016 The push for mobile customer service. Published on: November 30, 2016. Multichannel A smartphone provides a way of accessing a whole range of channels. Author: Gokcen Onur The rise of the smartphone has transformed how people interact with each other, brands and the world around them.

Customer Service 72

Customer Service Multichannel Personalization Sales 72

Eptica

NOVEMBER 23, 2016

Date: Wednesday, November 23, 2016 Why you need to take a customer-centric view of digital transformation. Published on: November 23, 2016. The key is putting the customer first, and taking a comprehensive view of the entire journey and all of its touchpoints. Why is this? Share this page on: Tweet.

Customer centricity 73

Customer centricity Multichannel Technology Customer Experience 73

Eptica

JUNE 22, 2016

Date: Wednesday, June 22, 2016 Overcoming the knowledge challenges in customer experience. Published on: June 22, 2016. However, creating a knowledge base to help the business and its customers’ is not easy, particularly when it comes to customer service. Share this page on: Tweet.

Customer Experience 55

Customer Experience Multichannel Contact Center Best practices 55

Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Published on: June 17, 2016. One of the key points raised is that while senior managers now understand the importance of customer experience , many are unsure where to start when it comes to improving what they offer to consumers.

Customer Experience 49

Customer Experience Chief Customer Officer Multichannel Self service 49

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Published on: January 08, 2016. Retailers don’t have much time between the end of the 2015 holiday season and beginning to prepare for 2016. Share this page on: Tweet.

Customer Experience 49

Customer Experience Multichannel Self service Contact Center 49

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. The email experience has improved, but not significantly.

Banking 49

Banking Customer Experience Multichannel Government 49

Eptica

NOVEMBER 27, 2015

Date: Friday, November 27, 2015 Mobile – at the heart of the customer experience. This means that the smartphone is increasingly becoming the device of choice when making contact with companies , meaning that the mobile customer experience is vital for brands looking to differentiate themselves and engage with consumers.

Customer Experience 51

Customer Experience Multichannel Advertising Banking 51

Eptica

NOVEMBER 2, 2016

Date: Wednesday, November 2, 2016 The 3 dimensions of customer service conversations. Published on: November 02, 2016. It avoids cherry picking, where teams naturally choose to answer less complex queries first, irrespective of the urgency or emotional needs of the customer. Share this page on: Tweet.

Customer Service 71

Customer Service Multichannel Self service Contact Center 71

Eptica

OCTOBER 21, 2016

Date: Friday, October 21, 2016 3 ways for businesses to improve telephone customer service. Published on: October 21, 2016. Author: Derek Lewis In a multichannel world, the telephone is no longer the default choice of consumers when they want to make contact with an organization. Share this page on: Tweet.

Multichannel 65

Multichannel Customer Service Self service Contact Center 65

Serenova

JUNE 24, 2020

Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Organizations that deliver consistently positive customer experiences thrive through any crisis. But more channels does not equal an omnichannel experience.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Eptica

NOVEMBER 14, 2016

Date: Monday, November 14, 2016 Are insurers embracing social customer service? Published on: November 14, 2016. Author: Chris Eideh Providing customer service through social media has multiple advantages for both consumers and companies. Done well, social customer service also benefits brands.

Customer Service 68

Customer Service Multichannel Service level Customer Experience 68