Eptica

MAY 29, 2019

Retailers are not enabling multichannel conversations Performance varies considerably between channels, with a definite bias towards the web. In 2017 brands answered 50% of queries on Twitter, an average response rate that has dropped to 38% this year. email management, social, media, Twitter, Facebook Categories: News, Best Practice.

Banking 56

Banking Multichannel Airlines Best practices 56

Eptica

NOVEMBER 21, 2018

According to Forrester by 2020 almost half of global retail sales will be via the web – with $2 trillion spent via ecommerce in 2017 alone. Categorie(s): AI Best Practice Artificial Intelligence News Retailers don’t need reminding that the peak Christmas season is now upon us, with Black Friday and Cyber Monday already in full swing.

Multichannel 62

Multichannel Best practices Surveys Sales 62

Eptica

NOVEMBER 16, 2017

Date: Thursday, November 16, 2017 We Are In Denial About Omnichannel Engagement Being A Done Deal. Published on: November 16, 2017. The 2017 retail study found that 58% of retailers provided different answers to the same question across multiple channels. This was not a one off situation. It shouldn’t be a problem yet.

Benchmark 55

Benchmark Multichannel Best practices Advertising 55

Eptica

FEBRUARY 22, 2017

Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. Published on: February 22, 2017. Share this page on: Tweet.

Multichannel 55

Multichannel Best practices Customer effort Marketing 55

Eptica

JUNE 28, 2017

Date: Wednesday, June 28, 2017 Transforming customer experience to survive. Published on: June 28, 2017. To be held on 6th July 2017 in central London, it features ten topic streams, packed full of case studies that show how leading organizations have transformed CX. Share this page on: Tweet.

Customer Experience 50

Customer Experience Multichannel Best practices Marketing 50

Eptica

FEBRUARY 20, 2018

Research from Deloitte estimates that social interactions will rise from 4% to 9% of contact center workload between 2017 and 2019. This isn’t always easy – the 2017 Eptica Multichannel Study found that just 17% of brands were consistent on two or more channels. Share this page on: Tweet.

Customer Service 55

Customer Service Multichannel Best practices Self service 55

NICE inContact

NOVEMBER 12, 2019

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. Multiple channels are great – but not every channel is the best fit for every situation.

Multichannel 54

Multichannel Benchmark Contact Center Self service 54

Eptica

JANUARY 17, 2018

Plus these figures are growing – 82% of British consumers researched in 2017 say email is their most popular online activity, up 3% from the year before. What were the key CX trends in 2017? According to analysts Contact Babel, email makes up an average of 20.5% Share this page on: Tweet.

Customer Service 49

Customer Service Multichannel Best practices Surveys 49

CX Journey

OCTOBER 11, 2017

It appeared on their blog on March 24, 2017. Mode Multichannel doesn't just apply to customer interactions; your listening posts (all, not just surveys) should also be multichannel. Survey Design When creating your surveys, make sure you use survey design best practices.

Multichannel 47

Multichannel Surveys Feedback Best practices 47

Livepro

JULY 17, 2018

Paul has received a number of awards for customer service excellence including ‘best practice in manufacturing’ from the Victorian Government. Topic: ‘Demystifying multichannel customer experience’ Lyn Trewenack is the national consulting director for BBB Advisory. KEYNOTE SPEAKER BRISBANE 18 TH SEPTEMBER 2018.

Transportation 40

Transportation Government Multichannel Consulting 40

Creative Virtual

DECEMBER 13, 2018

We continued our five-year-long celebration of our Queen’s Awards for Enterprise: Innovation 2017 by publishing more Meet the Team interviews and pushing forward with our Innovations Roadmap. This year we also had the opportunity to share our story in The Parliamentary Review as a Best Practice Representative for the technology sector.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

Comm100

AUGUST 23, 2018

The following best practices set contemporary leaders in innovation apart from the pack and represent what exceptional customer service looks like in 2018. Multichannel” and “omnichannel” have been buzzwords for years now. Organic Mobile Experiences Blur Channel Lines.

Customer Service 45

Customer Service Chatbots Customer centricity Customer Care 45

LiveChat

AUGUST 3, 2018

It’s no wonder GEICO was voted the most trusted insurance brand in the US in 2017. For brands, it’s not about being multichannel any more, it’s about being channel agnostic. This is where a multichannel point of sale (POS) system like Shopify’s outshines the rest. Be where your customer is.

Multichannel 28

Multichannel Airlines CRM Advertising 28