Eptica

APRIL 26, 2017

Date: Wednesday, April 26, 2017 Customer Experience in action through Artificial Intelligence. Published on: April 26, 2017. They must provide a consistent, high quality and personalized experience across every channel and touchpoint. Author: Olivier Njamfa Winning and retaining customer loyalty is vital for every business.

Customer Experience 70

Customer Experience Multichannel Marketing Metrics 70

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 37

Customer Service Benchmark Multichannel CRM 37

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. So, in order to catch customers ‘in the moment’ (i.e.

Multichannel 72

Multichannel Personalization Accountability Customer Experience 72

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. Building empathy begins with capturing emotion and then using it to have personalized, meaningful conversations with customers.

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. That’s one of the main conclusions of the 2017 Eptica Multichannel Customer Conversation Study. Use web self-service , chatbots and other AI-based technologies to automate basic interactions.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49

Eptica

FEBRUARY 1, 2017

Date: Wednesday, February 1, 2017 Why technology needs to support the human element of CX. Published on: February 01, 2017. Before, when there was only a single channel, the person that received the query was obliged to find a solution to the customer’s problem. Share this page on: Tweet.

Technology 58

Technology Multichannel Employee engagement Chatbots 58

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

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

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

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

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Personalize engagement using information about the customer and where they are in their journey.

Analytics 90

Analytics Journey mapping Multichannel Customer centricity 90

VocalCom

MARCH 26, 2018

While customers may enjoy faster and more personalized service, their experiences are hardly stress-free. Indeed, Edelman’s 2017 global Trust Barometer revealed the biggest decline in consumer trust since the study was first introduced five years ago.

Self service 97

Self service Contact center software Interactive Voice Response Contact Center 97

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. Customer expectations are rising when it comes to the speed at which they expect answers, the level of personalization and the depth and range of queries they raise. Share this page on: Tweet.

Multichannel 51

Multichannel B2B Technology Personalization 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

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

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

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

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

Eptica

FEBRUARY 22, 2017

Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. Published on: February 22, 2017. Essentially, it recommends building a service culture based on 5 key principles: 1). Only then will you be able to woo, wow and win them. Share this page on: Tweet.

Multichannel 55

Multichannel Best practices Customer effort Marketing 55

CX Journey

OCTOBER 11, 2017

It appeared on their blog on March 24, 2017. Audience Like with any other experience you're going to design, you want to make sure you personalize the survey experience to the audience. Mode Multichannel doesn't just apply to customer interactions; your listening posts (all, not just surveys) should also be multichannel.

Multichannel 47

Multichannel Surveys Feedback Best practices 47

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.

Customer Service 55

Customer Service Multichannel Best practices Self service 55

Eptica

MAY 3, 2017

Date: Wednesday, May 3, 2017 Connecting telecoms providers with improved customer service. Published on: May 03, 2017. Customer service is therefore a priority for telecoms companies – so how can they ensure that they are providing a consistent, multichannel experience that meets consumer needs?

Customer Service 49

Customer Service Wait times Multichannel Self service 49

Eptica

APRIL 5, 2017

Date: Wednesday, April 5, 2017 Why customer experience is central to digital transformation in insurance. Published on: April 05, 2017. To find out how insurers are coping with digital transformation, and to read more on how to improve the digital customer experience download our Insurance Multichannel Customer Experience Study here.

Customer Experience 49

Customer Experience Multichannel Marketing Technology 49

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

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

Eptica

OCTOBER 10, 2017

Date: Wednesday, October 11, 2017 Balancing the human and the digital in customer experience. Published on: October 11, 2017. 3 reasons why multichannel customer service is important to NHS BSA. Share this page on: Tweet. Bridging the chat gap in customer experience.

Customer Experience 49

Customer Experience Chatbots Multichannel Self service 49

Talkdesk

JANUARY 19, 2017

Multichannel vs. omnichannel. As apps automate more personal and professional processes, support teams are going to find ways to let those apps communicate with each other to solve problems. As 2016 came to an end, we saw a rise in chatbots that will continue to increase throughout 2017.

Contact Center 42

Contact Center Multichannel Chatbots Enterprise 42

COPC

JUNE 20, 2019

While, in theory, technology-assisted transactions may seem to be the inevitable conclusion of the evolution of customer service, it doesn’t mean that personal care and attention – either in face-to-face problem solving or talking to a live person on the telephone – can be left to sort itself out. This represents a 5.6 The COPC Inc.

Chatbots 40

Chatbots Multichannel Self service Benchmark 40

COPC

APRIL 6, 2018

Regardless of whether a brand considers the experience it provides as omnichannel or multichannel, it should measure the experience across the entire journey. Furthermore, companies should strive to place these metrics within the wider context of the entire customer journey.

Metrics 40

Metrics Schedule adherence Multichannel Benchmark 40

COPC

MAY 16, 2018

And while this approach is covered in great detail in a four-part blog published in October 2017 (which can be found here ), the foundational steps of taking a customer-centric approach to channel strategy are as follows: Step 1: Ask which channels are currently offered and which channels customers are actually using.

Surveys 41

Surveys Journey mapping Customer centricity Entertainment 41

Avaya

SEPTEMBER 7, 2017

A 2017 study of the retail industry, for example, found that 44% of companies struggle to provide a seamless, omnichannel customer experience. Consider, for instance, how various back-office applications can be leveraged to deliver truly personalized interactions.

Customer Experience 67

Customer Experience Contact Center Analytics Finance 67

Pointillist

APRIL 17, 2019

According to Gartner, client inquiries on CDPs doubled between the first half of 2017 and the first half of 2018. Marketers are using a variety of systems today to design, manage and measure multichannel campaigns. Customer Data Platforms (CDPs) The hype around Customer Data Platforms (CDPs) is at an all-time high.

Analytics 51

Analytics Journey mapping Multichannel Government 51

aircall

DECEMBER 13, 2018

How did your total annual customer support budget change from 2017 to 2018? Which of your customer support budget categories will receive more funding in 2018 than they did in 2017? And considering the emotional and nuanced nature of customer support, it makes sense that traditional in-person instruction is still in fashion.

Surveys 54

Surveys Customer Support B2C CRM 54

VocalCom

AUGUST 6, 2018

Air France, for example, unveiled a chatbot named Louis in 2017 that assists customers in real time through Messenger. Similarly, brands may use personality scales developed by behavioral psychologists to better understand the underlying reasons behind people’s decisions. Personalized service. Personalized service.

Customer Experience 48

Customer Experience Chatbots Big data Contact center software 48

Avaya

APRIL 24, 2017

Consider that a typical customer now owns three personal mobile devices , each with anywhere from 10 to 20 downloaded apps. Additionally, the average office worker receives up to 121 personal emails per day. Because the average consumer isn’t so average anymore.

Analytics 59

Analytics Journey mapping Contact Center Benchmark 59

Maru Group

NOVEMBER 28, 2018

2017 IMRG data demonstrates the number of discounts available over the extended Black Friday period. Returns policy reassurance – especially for both personal purchases and gifts. The majority of Black Friday purchases are for personal or household use. Photography that includes 360-degree view. Ratings and reviews.

Multichannel 40

Multichannel Feedback Sales Customer Experience 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. So, as per our annual tradition, let’s take a look at some of the highlights from the past 12 months.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40