Eptica

JULY 29, 2022

Date: Friday, July 29, 2022 Author: Pauline Ashenden - Demand Generation Manager Automating and digitising CX in financial services. Our latest blog explains how businesses in the sector can address key challenges around security, compliance, personalisation and efficiency to digitise and transform customer service.

B2B 77

B2B Marketing Technology Customer Service 77

Eptica

JULY 22, 2022

Our latest blog post discusses how you can make your contact centre greener, through strategies such as switching to the cloud and embracing hybrid working. You might also be interested in these posts: What’s driving customer facing technology investment in local councils? 3 key CX gaps between companies and their customers.

Self service 93

Self service Marketing Technology Management 93

Eptica

FEBRUARY 19, 2021

In our new guest blog, customer service authority Micah Solomon explains how you can successfully build this mental muscle memory – read the full article on our parent company Enghouse Interactive’s site. You might also be interested in these posts: How to pick the right contact centre technology for your business.

Customer Service 104

Customer Service Best practices Technology Management 104

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

Eptica

DECEMBER 3, 2020

Click here to read all about these five in-depth predictions in this post on our parent company Enghouse Interactive’s blog. Why you can no longer ignore the cloud for CX applications. Share this page on: Tweet. You might also be interested in these posts: How to prepare your contact centre for Black Friday and beyond.

Analytics 72

Analytics Marketing Technology Management 72

Nicereply

JULY 7, 2020

CES is currently the rising star of CX metrics. You can read more about measuring multiple CX metrics simultaneously with your Zendesk account here. You can read more about measuring multiple CX metrics simultaneously with your Zendesk account here. NPS is a staple of all CX programs. Pushing tags back to tickets.

Surveys 98

Surveys Feedback Metrics APIs 98

Peter Lavers

NOVEMBER 26, 2015

In my new line of work, I get to speak at industry conferences, read data/analytics/research publications and scan the plethora of blogs or social media comments on this topic. Ever since Google made “ data scientist ” the sexy job title for the decade, both suppliers and users have obsessed with technology and technical skills.

CRM 100

CRM Analytics Consulting Consulting 100

Eptica

JUNE 16, 2020

Date: Wednesday, June 17, 2020 Author: Tom Walmsley - Business Development Manager Why you can no longer ignore the cloud for CX applications. Every organisation has different requirements and needs to make its own choice, but for those considering a switch, this blog post outlines four key benefits of moving from on-premise to the cloud.

Best practices 63

Best practices Technology Management Marketing 63

Eptica

AUGUST 1, 2018

Date: Wednesday, August 1, 2018 Author: Joanna Allouche - Consultant Making it easier for your agents to deliver superior CX. Author: Joanna Allouche - Consultant Optimizing CX with Eptica When it comes to the contact center, there is a clear link between happy agents and overall performance. Published on: August 01, 2018.

Average Handle Time 70

Average Handle Time Best practices APIs Consulting 70

Eptica

DECEMBER 5, 2018

In a previous blog we looked at the skills the agent of the future will need – in this post Eptica’s CEO, Olivier Njamfa shares his thoughts about the customer of the future. How CX is central to Digital Transformation. How CX is central to Digital Transformation. GDPR and CX - six months on.

Customer Experience 77

Customer Experience Best practices Advertising Chatbots 77

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

Nicereply

MARCH 2, 2022

I also see this trend in CX. And, for prospects, it is almost always a non-authenticated part of the journey, and SEO and tagging are much more important. The technology is developing today to make that happen. The post Support Talks: The Future of Knowledge Management appeared first on Customer Happiness Blog.

Management 97

Management Chatbots Metrics Technology 97

Eptica

NOVEMBER 28, 2018

GDPR and CX - six months on. As our technology is used to store customer data, we have worked closely with our clients to provide them with the reassurance and documentation that we are fully compliant with the GDPR. This is where our AI-based Natural Language Processing (NLP) technology helps with compliance.

Best practices 66

Best practices APIs Personalization Analytics 66

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Thanks to technology like Artificial Intelligence (AI) and Text Analytics, there are powerful ways to do this. CX leaders should help them by connecting the dots between investing in the experience and their business outcomes.

Metrics 77

Metrics Best practices Feedback Contact Center 77

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. The digital age has ushered in a host of incredible technological marvels, greatly enhancing the customer service landscape. Well, not so fast.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Eptica

FEBRUARY 6, 2019

Date: Wednesday, February 6, 2019 Author: Pauline Ashenden - Marketing Manager Why focusing on CX is key at times of change. This delivers real insight into whether your restructure is helping CX or harming it – and how to fix any problems before they escalate. Reviewing 2018 – our top 10 blog posts from the year.

Automotive 73

Automotive Best practices Banking Customer emotions 73

Nicereply

OCTOBER 29, 2020

First, the millennial generation can be called as the first truly technology native generation that has seen the emergence and application of most modern technologies. Naturally, they respect innovation and prefer brands that regularly offer new products or services and don’t shy away from using emerging technologies.

Customer Experience 40

Customer Experience Chatbots Multichannel Self service 40

Eptica

MAY 8, 2019

He has thirty years’ experience in AI research, with a PhD from Carnegie Mellon University and his blog on Sina Weibo has over fifty million followers. The first post covers the difference between bots and chatbots , with the second and third discussing different parts of AI and their impact on CX. Read any of these books?

Chatbots 55

Chatbots Best practices Engineering Education 55

Eptica

JANUARY 12, 2017

To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Four lessons from the Forrester CX Index Forrester’s 2016 US Customer Experience Index provided an in-depth update on the state of CX across multiple sectors.

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

Eptica

OCTOBER 9, 2019

The right technology The past 15 years have seen telephone-based call centers grow and expand to become multichannel contact centres , handling a growing volume of interactions across a widening number of channels. In the United Kingdom, there are daily themes, each emphasizing different aspects of customer service.

Customer Service 60

Customer Service Customer centricity Multichannel Contact Center 60

Aspect

JUNE 22, 2018

The customer experience (CX) landscape has changed, and now more than ever, customer expectations are higher. In an effort to establish themselves as a brand known for service and to keep up with a competitive market, companies are turning to technology to meet customer demands. Immediate Response + Reduced Hold Times.

Technology 48

Technology Self service contact center solutions Cloud contact 48

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. Despite it being built on existing technology and not the first smartphone to market, the iPhone gave us what we didn’t know we needed. The technology is ready. The research is clear.

Chatbots 45

Chatbots Wait times Technology Customer Experience 45

Eptica

MARCH 22, 2017

Author: Pascal Gauvrit Following last week’s blog introducing artificial intelligence (AI) and explaining the difference between bots and chatbots , in my next two posts I want to explore the types of AI and how they can be applied in customer experience. Published on: March 22, 2017. Share this page on: Tweet.

Customer Experience 52

Customer Experience Chatbots Engineering Technology 52

Eptica

AUGUST 30, 2017

In my previous series of blogs I explained the basic AI terms , including bots and chatbots , and the impact they have on CX, and now I want to turn my attention to text analytics. That way AI will deliver real, lasting value to your CX activities. Five ways retailers can improve CX ahead of Peak.

Analytics 50

Analytics Customer Experience Chatbots Best practices 50

aircall

MARCH 23, 2018

are an investment that CX-focused companies are willing to make. In fact, The Best teams ranked “Implementing new tools or technologies” as their number one objective to prioritize in 2018. Your CRM was integrated with your communication channels, and your well-trained agents used call tags to properly document inquiries.

Surveys 86

Surveys CRM Education Metrics 86

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. Customer experience automation (CXA) refers to delegating routine CX tasks to specialized software instead of staff. Merge tags can help you personalize an email beyond just first names. Like this one here.

Customer Experience 52

Customer Experience Chatbots Feedback Self service 52

Interaction Metrics

JULY 10, 2023

The Quick and Dirty Truth about AI for CX First, if you are a Customer Experience Director with only 30 seconds to spare, here’s the short guide to AI for customer experience. The first step in analyzing any large unstructured dataset is called “tagging.” Tagging is tagging. Again, it depends.

B2B 48

B2B Customer Experience Chatbots Feedback 48

AWS Machine Learning

NOVEMBER 22, 2023

Use the “Generative AI” tag as you are browsing the session catalog to find them. Innovation Talks – Learn about the latest cloud technology from AWS technology leaders and discover how these advancements can help you push your business forward. The technical sessions in our track are divided into five areas.

Engineering 113

Engineering Best practices APIs Government 113

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. This year technology is going to be more important than ever to ensure you are ready and have all the appropriate resources in place. Share this page on: Tweet.

Customer Service 112

Customer Service Self service Best practices Consulting 112

Eptica

AUGUST 23, 2017

Author: Vincent Giraud As I’ve discussed in previous blogs , consumers in Asia are leading the way when it comes to technology adoption, helping to drive rising expectations of the experience they receive from brands. You might also be interested in these posts: Five ways retailers can improve CX ahead of Peak.

Customer Experience 100

Customer Experience Chatbots Transportation Airlines 100

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? Eptica: How do digital technologies change consumer behavior? Published on: February 01, 2017.

Technology 58

Technology Multichannel Employee engagement Chatbots 58

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.”. Aqsa Tabassam, Growth Marketer, Boster Biological Technology.

Customer retention 21

Customer retention Consulting Consulting Marketing 21

Eptica

MAY 24, 2017

According to Gartner, our AI technology is now mature, meaning that our platform is becoming increasingly vital to our customers. Tags: Olivier Njamfa, Gartner, Magic Quadrant, Digital transformation, CX, Eptica, Anne-Sophie Pouyau Categories: News, Best Practice. Share this page on: Tweet.

Customer Experience 48

Customer Experience Self service Best practices CRM 48

Eptica

DECEMBER 12, 2017

As Gartner’s Augie Ray points out in a recent blog , it is all about making a difference. You might also be interested in these posts: Meeting the CX needs of the connected consumer. Then what can brands do to support their customers this Christmas? Share this page on: Tweet.

Customer centricity 52

Customer centricity Best practices Marketing Sales 52

ProProfs Blog

MAY 28, 2020

In addition, there is a superabundance of loyalty programs in the market which are ‘all talk and no action’ Instead of improving the CX, such programs are more about price discounts; it’s no wonder that customers are becoming increasingly disloyal to their brands. . Image Source: Customerthermometer.com.

Customer Experience 139

Customer Experience Multi-channel support Feedback Customer Support 139

Hero Digital

NOVEMBER 12, 2018

With a tagging and taxonomy strategy in place, analytic performance data will be available through this robust system, giving stakeholders knowledge of what content is resonating most and where to take a fresh approach. How can you begin creating a CX-inspired intranet strategy? Showcase and Recognize Individuality.

Employee engagement 66

Employee engagement Analytics Banking Personalization 66