ShepHyken

JANUARY 6, 2017

This week on our Friends on Friday guest blog post my colleague, Vince Jeffs, examines the hot topic of artificial intelligence (AI) and it’s impact on the customer experience. Summarize for quarterly and annual trend spotting and forecasting. I am reading articles every week about AI and find it’s impact fascinating.

Customer Experience 215

Customer Experience Telecommunications Technology Banking 215

Eptica

OCTOBER 2, 2020

Author: Pauline Ashenden - Demand Generation Manager While customer service and contact centres have been dramatically impacted by the pandemic, longer-term trends are also reshaping the industry based on changes in customer demand and how companies operate. Share this page on: Tweet.

Customer Experience 127

Customer Experience Marketing Customer Service Management 127

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. 3 key CX gaps between companies and their customers. Tags: contact centre, Sustainability Categories: Market Trends. Share this page on: Tweet.

Self service 93

Self service Marketing Technology Management 93

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. In this post, Steve Nattress explains how you can build an effective knowledge strategy to underpin CX success. Avoid these Five CX Leadership Traps! Published on: January 09, 2020.

Customer centricity 65

Customer centricity Self service Marketing Customer Experience 65

Eptica

MAY 15, 2023

Visit our parent company Enghouse Interactive’s site to find out in our new blog post. Visit our parent company Enghouse Interactive’s site to find out in our new blog post. What are the benefits – and challenges - for customer service?

Customer Service 62

Customer Service Chatbots Marketing Management 62

Eptica

NOVEMBER 24, 2020

In our latest guest blog, noted CX expert Adrian Swinscoe explains that while empathy is seen as a ‘soft’ skill, becoming more empathetic is actually extremely hard work. Based on a chapter from his book, Punk CX, he outlines how organisations need to think holistically about empathy if they are to thrive in the future.

Customer Service 114

Customer Service Marketing 114

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

SEPTEMBER 16, 2020

In the first of a series of two blog posts, we analyse the guide and explore how COVID-19 has put unprecedented strain on customer experience teams and how they have responded, as well as highlighting the switch to remote working and the impact that this has had on the industry. Share this page on: Tweet.

Customer Experience 127

Customer Experience Contact Center Marketing Management 127

Eptica

JULY 1, 2022

In our new blog we explain the differences between B2B and B2C customer service, and the best practice you need to drive success. Visit our parent company Enghouse Interactive’s website to read the blog in full. Automating and digitising CX in financial services. Share this page on: Tweet.

B2B 71

B2B B2C Customer Service Best practices 71

Eptica

OCTOBER 16, 2020

Our latest blog explores the trends that are driving remote working, with a focus on the four areas that organisations need to focus on – innovation, monitoring and management, performance and security – if they are to successfully embrace remote working for the long-term. Guest Post: Emotive CX for Customer Interaction.

Best practices 113

Best practices Cloud contact Marketing Management 113

Eptica

NOVEMBER 6, 2020

Our new blog outlines 4 areas that businesses should focus on to ready their contact centre, from adopting the cloud to joining up their systems ready for the rush. Why you can no longer ignore the cloud for CX applications. What does this mean for customer service and how can companies prepare? Share this page on: Tweet.

Multichannel 83

Multichannel Marketing Customer Service Customer Experience 83

Eptica

DECEMBER 3, 2020

Author: Pauline Ashenden - Demand Generation Manager As contact centres come to terms with the disruption caused by COVID-19, what are the trends to focus on in 2021? Click here to read all about these five in-depth predictions in this post on our parent company Enghouse Interactive’s blog. Published on: December 03, 2020.

Analytics 72

Analytics Marketing Technology Management 72

Eptica

APRIL 28, 2020

Today in a post on our parent company Enghouse Interactive’s blog , award-winning CX expert Manuela Pifani shares her thoughts on how brands can use the crisis as an opportunity to better engage with their customers. ” Read the full post here. Share this page on: Tweet. What will customer self-service look like in 2025?

Best practices 79

Best practices Consulting Consulting Customer centricity 79

Eptica

OCTOBER 29, 2020

Our latest blog by parent company Enghouse Interactive explains the four big advantages for customer service of migrating to Teams and outlines how it can help you build a collaborative contact centre within your organisation. Guest Post: Emotive CX for Customer Interaction. Share this page on: Tweet. Optimising Contact Centres.

Customer centricity 56

Customer centricity Best practices Marketing Management 56

Mindtouch

AUGUST 7, 2018

Trying to understand overall trends and themes in your open feedback. After all, while Customer Experience metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), or Customer Effort Score (CES) are important indicators of customer sentiment and account health, the why behind these scores are the true value for CX.

Feedback 77

Feedback Customer effort Accountability Metrics 77

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

CSM Magazine

APRIL 26, 2022

The solution enables contact center, marketing and CX teams to capture, analyze and respond to the millions of customer service requests they receive through chat, email and social media. Learn more about Social Connect on our blog or our website. Additional Information. About Qualtrics.

Contact Center 52

Contact Center Customer Service Call Center Customer Care 52

Eptica

APRIL 30, 2020

Two trends are driving the current situation: People understand that the pandemic is going to impact our way of life for some time, with full or partial lockdowns likely to be extended for many months The service and experience that companies provide are vital, not just to their existing reputation and revenues, but for the future.

Self service 74

Self service Best practices Morale Banking 74

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

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

Mindtouch

AUGUST 22, 2018

When customers write in about their issues, machine learning algorithms tag comments by categories (“technical”, “refunds”, or “dashboard”, for example) in real-time. This automatic categorization allows you to see what subjects are trending overall, as well as dig into specifics. Customers’ responses to CX surveys.

Surveys 54

Surveys Feedback Self service Customer Support 54

PeopleMetrics

DECEMBER 5, 2017

Most CX programs today gather customer feedback data and use it to inform company decisions; but not many are coming back to their customers to let them know that their voice was heard. Each customer case requiring follow up should also be enriched with some simple tags that help you categorize the primary reason for the case.

Feedback 117

Feedback Surveys Telecommunications Wait times 117

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. Being agile: listening and adapting during Peak It is always important to listen to your customers and be aware of any trends or changes in their needs during Peak.

Customer Service 112

Customer Service Self service Best practices Consulting 112

Eptica

JANUARY 16, 2019

You might also be interested in these posts: Reviewing 2018 – our top 10 blog posts from the year. You might also be interested in these posts: Reviewing 2018 – our top 10 blog posts from the year. How CX is central to Digital Transformation. Share this page on: Tweet. How good is Santa at Customer Experience?

Marketing 71

Marketing Metrics Service level Accountability 71

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

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

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

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. Make smarter investments.

Customer Support 71

Customer Support Surveys Marketing Self service 71

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

NOVEMBER 28, 2018

GDPR and CX - six months on. As my colleague Lenka discussed in last week’s blog , we’ve focused on sharing best practice, helping customers meet the May deadline. How CX is central to Digital Transformation. How CX is central to Digital Transformation. Published on: November 28, 2018.

Best practices 66

Best practices APIs Personalization Analytics 66

JustCall

APRIL 12, 2023

In this blog, we will deep-dive to understand the auto dialer functionality. – Help gauge key trends such as what is the best time of day to call prospects? Contact Tagging: It must allow agents to track their campaigns and tag contacts as needed. A wise decision! Let’s jump right in. What is an Auto Dialer?

Scripts 52

Scripts Sales CRM Contact Center 52

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? What were the big trends and how will they evolve moving forward? 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.

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

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. That’s an alarming trend that you can ill afford to ignore. Should you throw in the towel and brace yourself for the inevitable worse? Well, not so fast.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

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 post Support Talks: The Future of Knowledge Management appeared first on Customer Happiness Blog. A big part of what is easy is what happens when I look for help.

Management 97

Management Chatbots Metrics Technology 97

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

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. You might also be interested in these posts: Meeting the CX needs of the connected consumer. Share this page on: Tweet.

Customer centricity 52

Customer centricity Best practices Marketing Sales 52

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. But they are doing something.

Feedback 104

Feedback Customer advocacy Surveys Customer Experience 104