Nicereply

OCTOBER 13, 2020

Don’t hoard those deliciously useful customer insights to yourself—bring everyone into the loop and create excellent cross-functional CX. CSAT measures everything the customer touches: from your blog posts and your product to their support experience, and even their buying journey. Open up communication. How to do it.

Customer Support 71

Customer Support Surveys Marketing Self service 71

Eptica

FEBRUARY 13, 2019

This is a key reason that only 33 percent of CX professionals surveyed by Forrester said their VoC program is effective at “driving action” to deliver a better CX. In this blog, I’m going to give a bit more details on how two customers in different industries have realized ROI on their investment.

Surveys 62

Surveys Feedback Metrics Best practices 62

Eptica

APRIL 15, 2020

So while you may want to run NPS surveys to give continuity, limit their use to an absolute minimum and ensure your Voice of the Customer programme focuses on key touchpoints and essential journeys. This all means that businesses need to review and adapt the customer experience they are offering to ensure it meets changing consumer needs.

Surveys 95

Surveys Best practices Analytics Feedback 95

JustCall

APRIL 12, 2023

In this blog, we will deep-dive to understand the auto dialer functionality. Contact Tagging: It must allow agents to track their campaigns and tag contacts as needed. These tags can also be used to filter contacts, generate filtered reports, or create new campaigns for certain specific contacts. A wise decision!

Scripts 52

Scripts Sales CRM Contact Center 52

Lumoa

JUNE 14, 2023

In this blog post, we’ll answer all these questions and more. So keep reading if you want to get your NPS score back on track and supercharge your CX efforts. Customer Insight Platforms Customers often leave behind a trail of valuable crumbs in their digital journeys ripe for exploitation. Well, not so fast.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Based on the topics covered in the Eptica blog that received the most interest, we’ve put together a top 7 posts from across 2017. Eptica has been working on artificial intelligence for CX for many years. Published on: December 20, 2017.

Chatbots 48

Chatbots Multichannel Customer centricity Analytics 48

Eptica

MAY 16, 2018

It can improve the experience across the entire journey, help brands differentiate the service they provide, increase efficiency and enable a customized approach that meets individual needs. This means companies can provide the right support at the right time, as well as delivering information ready for the next step in the customer journey.

Customer Experience 69

Customer Experience Chatbots Self service CRM 69

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Assuming other leaders are on board the CX train Making progress of any kind in customer experience requires a cross-functional team to make things happen. CX leaders often are only leaning on one part of the tools they have.

Metrics 77

Metrics Best practices Feedback Contact Center 77

Eptica

AUGUST 7, 2019

In a previous blog, I talked about the need for collaboration between teams, and how they have to share information and work together to deliver the customer experience that today’s consumers demand. Punk CX says ‘Great at a few or average at a lot’. Share this page on: Tweet.

Best practices 66

Best practices Feedback Metrics Customer centricity 66

Quiq

FEBRUARY 17, 2022

According to Zendesk’s 2021 CX Trends report , the number of customers who say they prefer text messaging to resolve customer service issues grew 75% in the last year. Go here to see how to use it to deliver an exceptional customer experience in this blog post > This facet also benefits your team. And it’s easy to see why.

Chatbots 52

Chatbots Marketing Customer Support Wait times 52

Eptica

MAY 2, 2018

We covered the details of the GDPR itself in a previous blog , but it is important to stress that much of it is not new – while it is more detailed than previous security and privacy legislation, it should not require well-run, secure organizations to fundamentally change how they operate. Share this page on: Tweet.

Customer Experience 49

Customer Experience Best practices Personalization Customer Service 49

Eptica

MARCH 16, 2016

In a recent Forrester blog and podcast, analyst Maxie Schmidt-Subramanian outlines three ways that companies can introduce emotion-based metrics – and convince senior managers that emotion has an impact on the bottom line: 1. So, how can brands ensure they are taking emotion into account? What are the key pain points that need solving?

Customer Experience 49

Customer Experience Multichannel Metrics Contact Center 49

Eptica

JULY 17, 2019

These work in complementary ways, as explained in this previous blog , Text analytics is an extremely powerful tool to uncover insights from unstructured data , such as open - ended comments , emails , chat and social media. Find out more about vecko on our minisite. Share this page on: Tweet.

Best practices 58

Best practices Analytics Feedback Banking 58

bold360 Blog

SEPTEMBER 12, 2018

It was billed as a game-changer – but few (with the exception of Apple die-hards) saw the added value, especially with its price tag. That’s what’s happening with artificial intelligence (AI) today – especially in the realm of customer experience (CX). We didn’t know it could get any better. Then came the iPhone. The research is clear.

Chatbots 45

Chatbots Wait times Technology Customer Experience 45

delighted

AUGUST 23, 2019

Yes, you, the reader of this blog post can not just get the ball rolling, but actually build it out. For a more detailed view, you can go a step further by creating a customer journey map. In short, a customer journey map is a visual representation of the various interactions and touchpoints a customer has with your company.

Customer Experience 41

Customer Experience Journey mapping Surveys Feedback 41

Vistio

FEBRUARY 1, 2022

With over 16 years of building and leading customer service and experience teams, she is also the co-founder of a customer service blog, CustomerServiceLife.com. Jenny has been recognized as a leader in the CX industry, including The ICMI Top 25 Thought Leaders and the 2019/2020 CloudCherry CX Influencer Champion award.

Contact Center 52

Contact Center Customer Service Morale Engineering 52

Comm100

DECEMBER 14, 2022

Customer experience (CX) is the convergence of three elements – human, process, and increasingly, technology. And automation is the way to go for businesses that want to design, create and constantly reinvent superior buyer journeys. What is customer experience automation? And this coverage extends across multiple channels.

Customer Experience 52

Customer Experience Chatbots Feedback Self service 52

Eptica

AUGUST 5, 2020

That’s why we have been running a three-part blog series to help brands optimise their customer service operations and be ready ahead of the busiest time of the year. That’s why we have been running a three-part blog series to help brands optimise their customer service operations and be ready ahead of the busiest time of the year.

Customer Service 112

Customer Service Self service Best practices Consulting 112

Eptica

JUNE 24, 2020

Voice of the Customer programmes deliver strategic intelligence, but you can do your own, more tactical research – either by conducting an audit and examining your operations or by testing your own customer service journey, asking routine consumer questions across your channels, as we did in the 2020 Eptica Digital CX Study.

Customer Service 79

Customer Service Self service Best practices Consulting 79

Pointillist

JULY 5, 2019

More importantly, she wants to know how your CX team will improve them. CX teams typically use these to identify and study recurring feedback themes. CX leaders can then follow up with the frontline representative or team on interactions that may have caused alerts. Leading companies have moved beyond these basic use cases.

Analytics 45

Analytics Feedback Surveys Enterprise 45

GetFeedback

JULY 19, 2019

Customer experience (CX) remains one of the most profuse opportunities for your business to stand out. In less than a year, companies will be competing on their ability to deliver on CX. For example, the overwhelming majority of tweets about a particular business do not tag the business in question.

Feedback 104

Feedback Customer advocacy Surveys Customer Experience 104

Eptica

FEBRUARY 1, 2017

Date: Wednesday, February 1, 2017 Why technology needs to support the human element of CX. For the benefit of blog readers, can you give us some more detail on what you are seeing happening in the market? RV: It is important to understand the logic behind customer journeys. Published on: February 01, 2017.

Technology 58

Technology Multichannel Employee engagement Chatbots 58

ProProfs Blog

DECEMBER 11, 2020

This blog lists 6 impressive strategies that will help you measure your service quality and take your services from ‘mediocre’ to ‘exceptional’. However, at the same time, it is also one of the CX metrics that cannot be measured straightforwardly. One has to monitor and consider indirect mentions and casual tags as well.

Metrics 78

Metrics Customer Service Surveys Customer effort 78

Lumoa

JUNE 26, 2023

Omnichannel marketing customer experience is a strategy that integrates all marketing touchpoints – both offline and online – to create a seamless customer journey. They want to browse online, pick up offline, and tag your brand on social media.

Customer Experience 83

Customer Experience Metrics Banking Surveys 83

REVE Chat Blog

FEBRUARY 5, 2020

The customer experience (CX) continues to be a decisive factor for many customers. What are the reasons that may label business with the worst customer service tag? Gain valuable insights about your customer journey . How poor customer service affects your business? Fail to offer real time support. Boost customer satisfaction .

Customer Service 93

Customer Service Scripts Airlines Chatbots 93

Pointillist

OCTOBER 22, 2018

In a recent Forrester survey, only 35% of CX professionals reported that they are measuring how their most important customers feel about their most important experiences. How to Use Artificial Intelligence for CX Measurement. Make your CX metrics actionable. By Swati Sahai. However, that is largely not the case.

Customer Experience 40

Customer Experience Analytics Metrics Multichannel 40

REVE Chat Blog

NOVEMBER 6, 2019

Consistent and innovative CX has a great impact on the bottom line of the businesses. Some of the key challenges faced by most of the contact centers are as follows: Uncertainty about the customer journey – Many businesses operate in the siloed model which lacks insights about the customer journey. Frank Sherlock.

Contact Center 82

Contact Center Interactive Voice Response Call Center Chatbots 82

SmartKarrot

NOVEMBER 2, 2020

He is a professional marketer helping companies improve their efforts in marketing through blogging, books, videos, and public speaking. Customers use the hashtag #RaveAtHome to tag us in their living room parties, at-home photo shoots, and light art skills.”. Jack Choros , Blog Editor, Iron Monk. Reuben Yonatan, CEO, GetVoIP.

Customer retention 21

Customer retention Consulting Consulting Marketing 21

Pointillist

JULY 25, 2018

By Swati Sahai Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. Steps to Implement Customer Journey Analytics 1.

Analytics 43

Analytics Metrics Government Journey mapping 43

ProProfs Blog

OCTOBER 25, 2021

In this blog, we will understand the growing importance of collecting customer feedback, discuss some must-have features, and explore over 40+ customer feedback software. Spot, tag, and track aspects in the feedback that is relevant for your business. User testing tools are used to understand different aspects of the customer journey.

Feedback 148

Feedback Surveys Enterprise Analytics 148

Comm100

FEBRUARY 6, 2018

This blog post will cover several of the top, most sought-out customer engagement tools on the market. WordPress blogs. As a downside, MailChimp does not support contact tagging or have advanced lead segmentation options. Out of all the customer engagement software tools that are out there, which one is right for your company?

CRM 41

CRM Enterprise SaaS Marketing 41