RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. Global Contact Centre Benchmarking Report, Dimension Data 2017.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Eptica

MARCH 21, 2019

The research has two strands; first, we surveyed 1,000 consumers on their attitudes and expectations around trust; second, we conducted real-world research that tested the ability of 50 leading UK brands to provide fast, consistent and accurate answers on the key channels of the web, social media, email and chat.

Multichannel 80

Multichannel Banking Self service Surveys 80

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

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 36

Customer Service Benchmark Multichannel CRM 36

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

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? Moreover, It is essential for improving customer loyalty and preventing customer churn.

Customer Service 158

Customer Service Airlines Customer centricity Accountability 158

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

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. The result?

Multichannel 49

Multichannel Marketing Personalization Surveys 49

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

CX Journey

OCTOBER 11, 2017

It appeared on their blog on March 24, 2017. There's a lot of talk about improving the customer experience. And there's a lot of talk about using surveys to listen to customers so that we know where we need to improve the experience. Offer up a variety of ways/modes for customers to provide feedback.

Multichannel 47

Multichannel Surveys Feedback Best practices 47

Eptica

JULY 21, 2019

Author: Guest author: Adrian Swinscoe I believe that the customer experience (CX) space is becoming like prog rock in the 1970s…… overly technical, too elaborate and complicated, inwardly focused, a little exclusive and in danger of disappearing up it’s own a. Published on: July 24, 2019. I think so.

Best practices 86

Best practices Multichannel Benchmark Surveys 86

Eptica

NOVEMBER 21, 2018

The key is delivering a customer experience that engages consumers and builds loyalty, particularly online. 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. The importance of trust to customer experience in 2019.

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. 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

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. A Friction-less Experience Will Be Mandatory. Many businesses believe that the key to the customer experience lies in the quality of the agent experience.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40

Eptica

FEBRUARY 20, 2018

That makes social customer service a major, growing part of every brand’s customer experience. Research from Deloitte estimates that social interactions will rise from 4% to 9% of contact center workload between 2017 and 2019. Many were much slower - one company took over 6 days to answer a tweet!

Customer Service 55

Customer Service Multichannel Best practices Self service 55

COPC

MAY 16, 2018

Instead, many customer experience teams make strategic decisions based on generalizations and assumptions while all too often latching on to the latest customer experience trend. So, how can you and your organization figure out which channels and solutions your customers want to use? and Execs In The Know.

Surveys 42

Surveys Journey mapping Customer centricity Entertainment 42

Eptica

JANUARY 17, 2018

of incoming interactions to customer service teams , well ahead of social media and chat. 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. Therefore, ensure that you are learning from the questions your customers ask on email.

Customer Service 49

Customer Service Multichannel Best practices Surveys 49

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. Companies have traditionally looked to improve customer experience by focusing on particular touch points.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90

VocalCom

JUNE 17, 2019

As artificial intelligence continues to modernize customer experiences, chatbots are at the heart of this technological revolution. According to Business Insider, 67% of customers worldwide used a chatbot for support in 2017—and the numbers continue to rise. They get 24/7 customer service.

Chatbots 48

Chatbots Contact center software Self service Banking 48

COPC

NOVEMBER 3, 2016

According to the latest edition of the CXMB Consumer Survey. and Execs in the Know have published survey results of the 2016 Customer Experience Management Benchmark (CXMB) Series Consumer Edition, which focuses on customer journey insights from the consumer’s perspective. Each year COPC Inc.

Customer Care 40

Customer Care Surveys Benchmark Customer Experience 40

COPC

OCTOBER 25, 2017

Chief among them are Benchmarking , Industry Consumer Research , Customer Surveys and Focus Groups. Customer surveys and focus groups, however, provide information about YOUR customers and provide an opportunity for a more detailed drill down of customer wants and expectations. Customer Surveys.

Customer centricity 40

Customer centricity Benchmark Surveys Customer Experience 40

Verint

SEPTEMBER 13, 2017

In the past, good KM may have been as simple as offering well-trained telephone agents the ability to tap into databases or KM systems to assist customers. 1 Ovum, The Advancement of Self-Service Solutions in Customer Engagement , April 2017. Those leaders are followed by social media (25%) and blog posts (20%).

Self service 26

Self service Multichannel Management Enterprise 26

Pointillist

APRIL 17, 2019

By Steve Offsey Your company is now competing based on customer experience, but you’re only capturing feedback from a quarter of your customers and tracking maybe 1 out of 2500 interactions. 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

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. Organic Mobile Experiences Blur Channel Lines. Multichannel” and “omnichannel” have been buzzwords for years now. Is it in-store, in-app or online?

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 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. It’s a mission that has earned them millions of loyal customers and fans across industries. Shopify Plus.

CRM 42

CRM Enterprise SaaS Marketing 42