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

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. While customer engagement keeps its place as a top priority, in 2017, companies will broaden their focus to include employee engagement, particularly for Millennials.

Employee engagement 59

Employee engagement Analytics Multichannel Contact Center 59

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.%). Contact Center and CX Research and Reports.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

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

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? We’ll be looking at the following trends in customer service for 2017: Omni-channel will gain more traction as a customer support strategy and replace its predecessor, multi-channel. Source: Multichannel Merchant.

Customer Service 36

Customer Service Benchmark Multichannel CRM 36

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”. Zappos (@zappos) January 3, 2017. Buffer (@buffer) January 3, 2017.

Omni-channel support 38

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

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. How can companies make the switch to digital and thrive in a multichannel world?

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

COPC

MAY 22, 2018

Key findings from the full report: Multichannel journeys are becoming commonplace, but not all multichannel journeys are alike. A primary distinction is whether or not a customer opted for the multichannel journey or was forced into it. Methodology: Conducted by Google Consumer Surveys, October 2017, and based on 208 (U.S.)

Multichannel 40

Multichannel Surveys Banking Customer Experience 40

Bright Pattern

FEBRUARY 1, 2018

Ovum Customer Engagement Principal Analyst and industry veteran Ken Landoline took a stab at reassessing the key market players in its Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017–18 report.

Multichannel 59

Multichannel Cloud contact contact center solutions Contact Center 59

Eptica

NOVEMBER 1, 2017

Date: Wednesday, November 1, 2017 UK brands struggling with digital customer experience. Published on: November 01, 2017. That’s one of the main conclusions of the 2017 Eptica Multichannel Customer Conversation Study. Your customers will expect nothing less. Click here to register for the webinar.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49

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 findings below, be sure to check out the 2017 CXMB Series Corporate Edition Executive Summary.

Benchmark 40

Benchmark Customer Experience Management Multichannel 40

Eptica

OCTOBER 18, 2017

Date: Wednesday, October 18, 2017 The importance of security and GDPR to the digital customer experience. Published on: October 18, 2017. 3 reasons why multichannel customer service is important to NHS BSA. Often this is used to provide a better, more personalized service that better meets consumer needs.

Customer Experience 88

Customer Experience Multichannel Best practices Personalization 88

Eptica

NOVEMBER 29, 2017

Date: Wednesday, November 29, 2017 The changing face of European Customer Experience. Published on: November 29, 2017. The recently released Forrester 2017 European Customer Experience Indexes found that CX worsened in the UK, stayed poor in France and made slight improvements in Germany. Share this page on: Tweet.

Customer Experience 49

Customer Experience Multichannel Surveys Marketing 49

Eptica

MARCH 21, 2019

69% of questions across all channels now receive a satisfactory response, up from 59% in 2017. Brands are not delivering multichannel experiences Forget the nirvana of providing seamless, omnichannel experiences. The study shows that brands are still struggling with delivering a multichannel experience.

Multichannel 80

Multichannel Banking Self service Surveys 80

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

Eptica

JANUARY 5, 2017

Date: Thursday, January 5, 2017 Consistency must be the customer service buzzword in insurance. Published on: January 05, 2017. For these reasons, a major focus of the Eptica Insurance Multichannel Customer Experience Study was to measure the consistency and channel choice offered by US insurers. Share this page on: Tweet.

Multichannel 48

Multichannel Customer Service Advertising Customer Experience 48

Eptica

APRIL 26, 2017

Date: Wednesday, April 26, 2017 Customer Experience in action through Artificial Intelligence. Published on: April 26, 2017. That’s one of the key themes of the forthcoming Gartner Customer Experience & Technologies Summit , which will be held in London on 10-11 May 2017. We look forward to seeing your there.

Customer Experience 70

Customer Experience Multichannel Marketing Metrics 70

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. With multichannel, the customer would have to end the chat session, then call in to speak to a live agent.

Multichannel 54

Multichannel Benchmark Contact Center Self service 54

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. The latest UKCSI findings will be highlighted at the forthcoming Institute of Customer Service Annual Conference, which takes place on 7 March 2017 in London. Share this page on: Tweet.

Multichannel 51

Multichannel Customer Service Automotive Telecommunications 51

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. In the 2017 Insurance Customer Conversations study 91% of consumers said that good service makes them more likely to stay loyal to insurance providers. New research from Eptica backs this up.

Multichannel 49

Multichannel Marketing Personalization Surveys 49

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. to support varying levels of deployment complexity, including multichannel deployments and. They also benefit from being able.

Contact Center 65

Contact Center Multichannel Contact center software Cloud contact 65

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. Share this page on: Tweet.

Multichannel 52

Multichannel Metrics Customer Experience Marketing 52

Eptica

JANUARY 19, 2017

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

Customer Experience 58

Customer Experience Multichannel Self service Scripts 58

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. We caught up with her at the event to find out more about how the company provides its millions of global customers with a seamless, multichannel experience. Share this page on: Tweet.

Customer Experience 51

Customer Experience Multichannel Self service Best practices 51

Eptica

MARCH 14, 2018

This has led nearly 1m people to switch their bank account during 2017, with initiatives such as the Current Account Switching Scheme making it possible for customers to move all regular outgoing and incoming payments from an old account to a new account within seven working days and without much effort at all.

Banking 49

Banking Customer Experience Multichannel Government 49

COPC

OCTOBER 10, 2017

Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice: Opinions, Perceptions and Expectations , was recently released during the Execs In The Know Customer Response Summit, Chicago, on September 19-21. From now until November 17, 2017, COPC Inc.

Multichannel 40

Multichannel Surveys Benchmark Customer Care 40

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.

Banking 56

Banking Multichannel Airlines Best practices 56

CSM Magazine

FEBRUARY 15, 2019

Omnichannel VS. Multichannel. Traditional multichannel marketing has been popular for some time, but it is no longer effective if you want a closer relationship with customers and more revenue. Multichannel marketing is made to put the brand at the center. Improvement of ROI. ? Better brand awareness. ?

Marketing 40

Marketing Multichannel Sales Feedback 40

Eptica

FEBRUARY 1, 2017

Date: Wednesday, February 1, 2017 Why technology needs to support the human element of CX. Published on: February 01, 2017. Author: Guest author: Régine Vanheems 3 questions to Régine Vanheems, co-founder of the Observatoire du Cross-Canal et du Commerce Connected. Share this page on: Tweet.

Technology 58

Technology Multichannel Employee engagement Chatbots 58

ProProfs Blog

AUGUST 19, 2020

For example, who could forget the dreadful incident of the United Express Flight 3411 in 2017? Here is a quick recap: Right before an overbooked United Express flight took off on April 9, 2017, airplane staff were recorded manhandling and forcibly removing passengers to make room for airline employees. .

Customer Service 158

Customer Service Airlines Customer centricity Multichannel 158

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

Revation Systems

MAY 21, 2018

billion connected devices were reportedly in use globally last year (2017) alone — a number that’s up 30 percent from the previous year. Unified Communications: The Foundation of Multichannel Communication. According to a recent report published by Gartner , 8.4

Multichannel 48

Multichannel Marketing Technology Customer Service 48

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 Government 55

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. Share this page on: Tweet.

Multichannel 51

Multichannel B2B Technology Personalization 51

Eptica

SEPTEMBER 6, 2017

Date: Wednesday, September 6, 2017 The changing face of UK customer experience. Published on: September 06, 2017. What are organisations looking for now when it comes to customer experience in the UK?

Customer Experience 54

Customer Experience Multichannel Self service CRM 54

GetFeedback

APRIL 25, 2019

This shift isn’t lost on businesses either—in 2017, two-thirds of marketers say their companies compete mostly on the basis of customer experience (CX), according to a Gartner Customer Experience survey. But multichannel service can only do so much because while these channels work alongside one another they’re largely separate.

Customer Service 74

Customer Service Multichannel CRM Journey mapping 74

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.

Customer Experience 50

Customer Experience Multichannel Best practices Marketing 50