Eptica

SEPTEMBER 10, 2015

As technology gets more complex, and consumers look to connect it all together, the importance of the customer experience becomes ever more vital. Looking online, how are consumer electronics companies faring when it comes to the digital customer experience? Again, these figures are half those of electronics retailers.

Multichannel 76

Multichannel Customer Service Banking Self service 76

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? 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. Published on: January 06, 2016.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

CSM Magazine

DECEMBER 2, 2015

billion on Black Friday, British consumers are much less satisfied with retail customer service compared to Christmas 2014. 21% of consumers complained that it was impossible or extremely difficult to find information on retailers’ websites, a threefold increase from 2014’s 7%. Despite record UK sales of £1.1

Customer Experience 40

Customer Experience Multichannel Sales Service level 40

Eptica

JUNE 3, 2016

Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. This shift to a mobile first world has a big impact on the customer experience and customer service. There are three areas to focus on: 1. Share this page on: Tweet.

Customer Service 56

Customer Service Multichannel Airlines Self service 56

Eptica

JUNE 1, 2016

It allows agents to interact with multiple customers at the same time, bringing down costs without any impact on quality. These points are backed up by the latest Eptica Multichannel Customer Experience Study , which highlights that the adoption of chat by UK brands is on an upward curve. Share this page on: Tweet.

Multichannel 49

Multichannel Customer Service Contact Center Surveys 49

Revation Systems

JANUARY 15, 2020

According Statista , the number of digital banking users was forecasted to surpass 161 million in the United States last year – more than 20% increase from 2014 – and the prevalence of smartphones/digital technologies and an increase in fintech firms are attributed to this rise in digital banking. Tech is Trending.

Banking 62

Banking Healthcare Multichannel Surveys 62

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. and Execs In The Know.

Multichannel 40

Multichannel Surveys Benchmark Customer Care 40

Eptica

OCTOBER 6, 2015

In many ways the Citizens Advice research mirrors the findings of the 2015 Eptica Multichannel Customer Experience Study. This analyzed ten leading utilities and found that, on average, performance in the sector had worsened on email, chat and Twitter, and remained static on the web, since 2014. Share this page on: Tweet.

Customer Service 75

Customer Service Multichannel Self service Contact Center 75

Customer Interactions

JULY 7, 2015

Topics covered include contact center frustrations, managing multichannel contact centers, and the value of customer experience innovations. Our team put a great deal of care into cherry-picking the articles for this week’s edition of CX Buzz. The content will surely come in handy for CX professionals of all levels.

Multichannel 28

Multichannel Contact Center Customer Experience Management 28

Eptica

JUNE 15, 2016

This has a major impact on the customer experience – consumers increasingly choose companies that value their time and minimize the effort they need to put in when making a purchase or finding out information. Published on: June 15, 2016. Share this page on: Tweet.

Self service 51

Self service Multichannel Contact Center Feedback 51

Avaya

NOVEMBER 8, 2017

Consider that only 14% of customers worldwide feel “extremely confident” in the banking industry , yet bank reliance remains strong. So strong, that the number of accounts at global financial institutions grew by 700 million between 2011 and 2014. Make the Branch the Core of Your Omnichannel Experience.

Banking 40

Banking Multichannel Customer advocacy Upselling 40

CX Journey

DECEMBER 16, 2014

It appeared on the site on September 15, 2014. Want to know the secret to customer retention? said they stopped doing business with a company due to poor customer experience. Know your customers. Simplify the customer journey and your processes along the journey. Appreciate the customers you have.

Customer retention 83

Customer retention Advertising Multichannel Metrics 83

Maru Group

NOVEMBER 28, 2018

Now, however, retailers are extending the period when deals and offers are available to help manage demand and avoid headline website failures witnessed in November 2014. Maru/edr track customer experience feedback over a number of leading retail websites. The impact on customer experience. Sizing and dimensions.

Multichannel 40

Multichannel Feedback Sales Customer Experience 40

SharpenCX

SEPTEMBER 16, 2020

Back in 2014 Deloitte talked about an important trend – the overwhelmed employee. . Download Now] Use the data that lives in your contact center to build a better customer experience. Well, because for most companies, omnichannel strategies really just patch together tons of multichannel solutions.

Multichannel 67

Multichannel Customer Experience Coaching Contact Center 67

Sykes

MARCH 18, 2019

The Symphony transaction is the latest in a series of recent strategic acquisitions and partnerships that redefine SYKES as a digital customer experience company. While its suite of solutions traditionally focused on post-sales support, the portfolio now extends across the entire customer lifecycle, from marketing to sales to care.

Technical Support 16

Technical Support Enterprise outsourcing Business Process Outsourcing 16

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

aircall

DECEMBER 7, 2017

Spotahome’s customer experience team needs to be responsive around the clock to consistently reach that result. Spotahome initially managed bookings through individual emails and Google groups when the business launched in early 2014. This was the beginning of our Customer Experience education,” Bueno admits.

Customer Service 90

Customer Service Multichannel Education Call Center 90

Fonolo

FEBRUARY 7, 2013

The best way for a call center to stand out as a leader is through the customer experience. It’s no surprise that an exceptional experience leads to more satisfied consumers, who continue to spend more money. More than 80% of customers say the experience a company provides is as important as its products.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

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

JANUARY 27, 2016

Over 1 million people view tweets about customer service every week. However, many companies are still failing to deliver even the most basic levels of customer service via social media. Back in 2014, Comcast found this when a customer looking to cancel published an audio recording of one of its agents refusing to let him do so.

Customer Service 50

Customer Service Multichannel Contact Center Government 50

Eptica

MARCH 4, 2016

Date: Friday, March 4, 2016 How good is the experience offered by UK brands? Author: Pauline Ashenden Over the past five years Eptica has regularly evaluated the multichannel customer experience offered by 100 of the UK’s biggest brands , across ten sectors. Consistency and multichannel service was also poor.

Multichannel 50

Multichannel Self service Advertising Surveys 50

CSM Magazine

MARCH 7, 2016

Twitter (48% success rate) and Facebook (44%) are both more accurate and faster at delivering responses, although a lack of consistency between channels is undermining the overall customer experience. Over the past two years the time taken to respond on Twitter has halved, down from 8 hours 37 minutes in 2014.

Multichannel 40

Multichannel Entertainment Customer Service Banking 40

Eptica

DECEMBER 11, 2015

In this post we will focus on the UK results of the 2015 Eptica Retail Black Friday Customer Experience Study in which there were three main findings: 1. Whether it is around delivery times, costs or returns policies, if websites don’t provide the right answers to customer queries consumers may well go elsewhere.

Customer Service 49

Customer Service Multichannel Self service Contact Center 49

Clarabridge

NOVEMBER 24, 2015

The customer feedback revealed a few best practices retailers should put into place this year to make sure that you’re providing a consistent, enjoyable customer experience, no matter how your customers interact with you. This post originally appeared in Multichannel Merchant on November 9.

Feedback 40

Feedback Multichannel Customer centricity Best practices 40

Avaya

APRIL 3, 2017

An estimated $6 trillion in global revenue is up for grabs due to dissatisfied customers constantly switching providers, seeking a better customer experience—CX. From finance to retail to hospitality, it seems virtually every industry is grappling with above-average customer churn.

Contact Center 57

Contact Center Journey mapping Finance APIs 57

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. Use this list of 2018 customer service and business trends to plan your customer experience strategy for the new year, and to stay one step ahead of the competition.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40

Comm100

FEBRUARY 6, 2018

Comm100 is a customer engagement solution with live chat as its hub — or core function. Its mission is simple — help companies of all sizes provide quality customer experiences, regardless of channel. Hubspot opens marketing up well beyond email, creating a multichannel marketing experience for its users.

CRM 42

CRM Enterprise SaaS Marketing 42