Calabrio

JANUARY 19, 2017

At Calabrio, we know that to achieve those goals, successful companies are constantly analyzing what is and is not resonating with customers and driving those insights back into the business. More and more companies are realizing that the key to happy customers is happy employees. 2017 is all about #customersatisfaction.

Employee engagement 59

Employee engagement Analytics Multichannel Contact Center 59

Eptica

JANUARY 19, 2017

Date: Thursday, January 19, 2017 Capturing emotion for a better APAC customer experience. Published on: January 19, 2017. However, in today’s competitive markets this is no longer enough to win and retain customer loyalty. This is particularly true as we move into 2017. Share this page on: Tweet.

Customer Experience 58

Customer Experience Multichannel Self service Scripts 58

Eptica

NOVEMBER 1, 2017

Date: Wednesday, November 1, 2017 UK brands struggling with digital customer experience. Published on: November 01, 2017. But many companies – and even whole industry sectors - are struggling to cope with the sheer volume of customer contacts and queries. Your customers will expect nothing less.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49

Eptica

NOVEMBER 29, 2017

Date: Wednesday, November 29, 2017 The changing face of European Customer Experience. Published on: November 29, 2017. Author: Olivier Njamfa How good are European companies at delivering the customer experience that consumers demand? The importance of security and GDPR to the digital customer experience.

Customer Experience 49

Customer Experience Multichannel Surveys Marketing 49

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

Chatbots 48

Chatbots Multichannel Customer centricity Analytics 48

NICE inContact

JANUARY 10, 2018

Ovum has recently completed their latest analysis of cloud contact center technology providers in its 2017-18 Ovum Decision Matrix for Selecting a Multichannel Cloud Contact Center Solution. The two industry leaders are now one and have brought to market the world’s #1 cloud customer experience platform— NICE inContact CXone.

contact center solutions 48

contact center solutions Cloud contact Contact Center Multichannel 48

Talkdesk

DECEMBER 13, 2016

Talkdesk is bringing these heroes together next April for Opentalk 2017 to discuss and reshape trends in customer communication. Opentalk is the premiere event for customer service experts, pulling out all the stops to treat you with the same level of outstanding care that you deliver to your customers.

Multichannel 40

Multichannel Customer Support Customer Experience Personalization 40

RichCall

SEPTEMBER 13, 2017

ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. Global Contact Centre Benchmarking Report, Dimension Data 2017. The The 2017 Global Benchmarking Report (pdf) suggests that the top trends are: CX as the differentiator (82.%). Donna Peeples , Customer Experience Strategist.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Eptica

MAY 17, 2017

Date: Wednesday, May 17, 2017 L’Occitane – the benefits of a global approach to digital customer experience. Published on: May 17, 2017. Anne-Sophie Pouyau, Head of International & European Customer Service, presented at the recent Gartner Customer Experience & Technologies Summit.

Customer Experience 51

Customer Experience Multichannel Self service Best practices 51

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? Published on: January 12, 2017. Author: Pauline Ashenden As we move into 2017, now is a good time to review last year and use the insight to plan for the future. Is a lack of consistency letting your customer service down?

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

Eptica

SEPTEMBER 6, 2017

Date: Wednesday, September 6, 2017 The changing face of UK customer experience. Published on: September 06, 2017. We spoke to Neil to find out more about how he sees the UK customer experience market changing, and how Eptica is working with organisations to help them transform their digital customer service.

Customer Experience 54

Customer Experience Multichannel Self service CRM 54

ProProfs Blog

AUGUST 19, 2020

However, the reality is that modern customers are encountering horrifying service experiences in this part of the Universe. For example, who could forget the dreadful incident of the United Express Flight 3411 in 2017? Question 2: What days and hours do support operate? .

Customer Service 158

Customer Service Airlines Customer centricity Multichannel 158

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

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. How can brands transform their experience?

Customer Experience 50

Customer Experience Multichannel Best practices Marketing 50

Comm100

DECEMBER 22, 2016

But no matter where you stand at the end of the year, every team is wondering the same thing: what will 2017 bring? In this article, we’re going to give you a sneak peak at some of the customer experience trends that you can expect to see in the new year, and some tips on how you can put them into practice.

Customer Service 37

Customer Service Benchmark Multichannel CRM 37

Eptica

MARCH 21, 2019

69% of questions across all channels now receive a satisfactory response, up from 59% in 2017. Otherwise, they face being swept aside by the new breed of agile digital disruptor brands who are heavily focused on customer experience. The study shows that brands are still struggling with delivering a multichannel experience.

Multichannel 80

Multichannel Banking Self service Surveys 80

NICE inContact

OCTOBER 28, 2016

Organizations in the leader quadrant have balanced these two important qualities and are described as: “ …those suppliers with a strong multichannel product and service capability that have already. amassed a large installed base of both large and small customers. Shift from reactive to proactive customer service.

Contact Center 65

Contact Center Multichannel Contact center software Cloud contact 65

Talkdesk

MAY 21, 2019

To understand Omnichannel in the context of the contact center you have to start with an understanding of its predecessor, Multichannel. The term Multichannel defines the various channels that are made available to connect with an organization. Omnichannel is an evolution of multichannel.

Multichannel 56

Multichannel Benchmark Contact Center Customer Experience 56

Avaya

SEPTEMBER 7, 2017

Consider how much has changed over the last decade in terms of technology and the customer experience (CX). This has made the concept of an omnichannel customer experience integral for success. It is the enterprise’s approach to customer service, a customer culture so to speak. market soon.

Customer Experience 67

Customer Experience Contact Center Analytics Finance 67

Eptica

DECEMBER 2, 2016

Against this backdrop, and with fierce competition from online marketplaces such as Amazon and eBay, Forrester Research believes that retailers must now deliver rich, personalized customer experiences to win and retain customers both now and moving into 2017. Share this page on: Tweet.

Multichannel 72

Multichannel Personalization Accountability Customer Experience 72

Eptica

APRIL 5, 2017

Date: Wednesday, April 5, 2017 Why customer experience is central to digital transformation in insurance. Published on: April 05, 2017. This means that consumers want to spend the minimum effort to get a good deal, and the customer experience they receive is at the heart of that. Share this page on: Tweet.

Customer Experience 49

Customer Experience Multichannel Marketing Technology 49

Eptica

OCTOBER 10, 2017

Date: Wednesday, October 11, 2017 Balancing the human and the digital in customer experience. Published on: October 11, 2017. She recently contributed the foreword to Eptica’s new whitepaper, Putting the human at the heart of digital customer experience. Bridging the chat gap in customer experience.

Customer Experience 49

Customer Experience Chatbots Multichannel Self service 49

Eptica

FEBRUARY 8, 2017

Date: Wednesday, February 8, 2017 Moving to the 3Cs model for CX: Conversational, collaborative & cognitive platforms. Published on: February 08, 2017. Author: Olivier Njamfa Companies and their CEOs understand that the world is changing rapidly when it comes to winning, satisfying and retaining customers.

Multichannel 52

Multichannel Metrics Customer Experience Marketing 52

Eptica

JANUARY 25, 2017

Date: Wednesday, January 25, 2017 The 5 trends brands need to address for improved customer service. Published on: January 25, 2017. Author: Pauline Ashenden The latest Institute of Customer Service (ICS) UK Customer Satisfaction Index (UKCSI) has a positive message for everyone involved in customer service.

Multichannel 51

Multichannel Customer Service Automotive Telecommunications 51

Eptica

JANUARY 5, 2017

Date: Thursday, January 5, 2017 Consistency must be the customer service buzzword in insurance. Published on: January 05, 2017. Author: Chris Eideh Providing consistent accurate information when responding to queries is one of the key elements of good customer service. Share this page on: Tweet. Share this page on: Tweet.

Multichannel 48

Multichannel Customer Service Advertising Customer Experience 48

Eptica

FEBRUARY 1, 2017

Date: Wednesday, February 1, 2017 Why technology needs to support the human element of CX. Published on: February 01, 2017. Régine, you gave a fascinating speech at the Eptica 2016 Customer Day , looking at how digital transformation is impacting consumer behavior and expectations. Share this page on: Tweet.

Technology 58

Technology Multichannel Employee engagement Chatbots 58

GetFeedback

APRIL 25, 2019

As it becomes harder for consumers to differentiate between companies based on product alone, most are now relying on the quality of customer experiences a company can provide to make their choice. . In fact, it’s projected that poor customer experience is costing businesses more than $75 billion a year.

Customer Service 74

Customer Service Multichannel CRM Journey mapping 74

West

APRIL 5, 2017

West is proud to receive a 2017 CRM Service Leader Award for Contact Center Infrastructure. It also attributed much of West’s success to a number of strategic business decisions, including divesting its agent services back in January 2015.

CRM 48

CRM Contact Center Multichannel Cloud contact 48

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

Eptica

JUNE 7, 2017

Date: Wednesday, June 7, 2017 How the insurance sector is failing to rise to the digital CX challenge. Published on: June 07, 2017. The one weapon that insurance brands can wield to meet the challenge is customer experience. New research from Eptica backs this up. Five key takeaways from the study are: 1. The result?

Multichannel 49

Multichannel Marketing Personalization Surveys 49

COPC

MAY 22, 2018

Topics for this special cross-border comparison section include experiences and opinions related to digital channels, customer privacy/security, and other topics. Key findings from the full report: Multichannel journeys are becoming commonplace, but not all multichannel journeys are alike. and Canadian consumers.

Multichannel 40

Multichannel Surveys Banking Customer Experience 40

COPC

FEBRUARY 8, 2018

The 2017 Customer Experience Management Benchmark (CXMB) Series Corporate Edition report is nearly complete and ready for its release on March 12, 2018, at Customer Response Summit Charleston , hosted by Execs In The Know. In addition to the report’s release, COPC Inc. For this, both COPC Inc.

Benchmark 40

Benchmark Customer Experience Management Multichannel 40

Eptica

MAY 29, 2019

Date: Wednesday, May 29, 2019 Author: Pauline Ashenden - Marketing Manager 5 key findings around customer trust in retail. Author: Pauline Ashenden - Marketing Manager Across every sector, trust is increasingly central to the customer experience and hence business success. Published on: May 29, 2019.

Banking 56

Banking Multichannel Airlines Best practices 56

VocalCom

MARCH 26, 2018

While customers may enjoy faster and more personalized service, their experiences are hardly stress-free. Making purchases online comes with risks, and companies that fail to protect their customers lose trust. With the number of data breaches that have occurred in recent times, it’s no wonder that customers need reassurance.

Self service 97

Self service Contact center software Interactive Voice Response Contact Center 97

VocalCom

AUGUST 6, 2018

The technology may also play a behind-the-scenes role in the overall customer experience, actually influencing the way in which customers behave. Here are four main benefits AI can offer your customers. As any customer will tell you, convenience is key to their satisfaction.

Customer Experience 48

Customer Experience Chatbots Big data Contact center software 48

Eptica

FEBRUARY 15, 2017

Date: Wednesday, February 15, 2017 Why the future of digital CX requires the death of the ticket. Published on: February 15, 2017. Encourage collaboration In the future, customer experience will be everyone’s job , particularly as consumer requests become ever-more complex and difficult to answer.

Multichannel 51

Multichannel B2B Technology Personalization 51

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. In other words, the mix of voice, text and occasional video communications, resourced within contact centres, which serve both online and offline customers. This was not a one off situation.

Benchmark 55

Benchmark Multichannel Best practices Government 55