Eptica

JUNE 15, 2022

Digital technology offers local councils enormous potential in how they serve their local communities. Our blog describes the key factors that are driving digital investment within local government customer service, as well as highlighting some of the challenges. Tags: Local Government Categories: Trends & Markets.

Technology 126

Technology Government Banking Marketing 126

ShepHyken

APRIL 18, 2022

My Comment: This article starts with the premise that there is a CX gap, which is the difference between what brand executives and the brand’s customers think about the level of customer service and experience the brand provides. In fact, 96% of consumers say CX is a key factor in their choice of loyalty to a brand. by Annette Franz.

Customer Service 173

Customer Service Customer centricity Customer Experience Sales 173

Beyond Philosophy

NOVEMBER 21, 2020

Digital Transformation Didn’t Work: This Is What You Should Do Now. Experts estimate that companies wasted around $900 billion in 2018 on failed digital transformation projects. Nevertheless, organizations have spent upward of $2 trillion (with a t) on digital transformations in 2020.

Consulting 150

Consulting Consulting Surveys Customer Experience 150

ShepHyken

APRIL 8, 2022

He shares how retailers can understand the digital customer experience in the retail world. Now, the question that arises in this digital dominant world is how retailers can understand the digital customer experience requirements. . Retailers must understand that customers do not see digital channels the same way as they do.

Customer Experience 184

Customer Experience Contact Center Contact center software Personalization 184

COPC

APRIL 1, 2024

Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX). Today, the field of CX is a dynamic arena where mature technology applications seamlessly integrate to enhance user experiences. This approach moves away from traditional methods, making training more engaging and interactive.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Eptica

JULY 29, 2022

Date: Friday, July 29, 2022 Author: Pauline Ashenden - Demand Generation Manager Automating and digitising CX in financial services. Tags: Financial services, digital channels, digital CX Categories: Market Trends. Published on: July 29, 2022. Share this page on: Tweet.

B2B 77

B2B Marketing Technology Customer Service 77

Beyond Philosophy

NOVEMBER 27, 2020

An organization’s digital experience is vital to their success. We have been getting a lot of clients asking for a review of their digital experience. Many recognize that their digital transformation hasn’t resulted in the experience that they hoped it would be. Forrester’s Four Categories of Value Drivers.

Consulting 377

Consulting Consulting Customer Experience Call Center 377

Eptica

JUNE 10, 2022

Date: Friday, June 10, 2022 Author: Pauline Ashenden - Demand Generation Manager 3 key CX gaps between companies and their customers. 5 factors that are driving the need for better digital customer experience. Tags: channel choice, contact centre, self-service Categories: Trends & Markets. Published on: June 10, 2022.

Banking 120

Banking Self service Marketing Technology 120

ShepHyken

JANUARY 31, 2022

Digital Trends to Influence Better Customer Experiences by Dakota Murphey. My Comment: Every company, from the smallest to the largest companies, should be looking at their digital customer experience. My Comment: This article falls into the category of attitude versus skill. Yes, a smile can go a long way, but just how long?

Customer Service 161

Customer Service Contact Center Customer Experience Personalization 161

DMG Consulting

MARCH 13, 2023

CX and Contact Center Priorities and Technology Investments for 2023 March 2023 Each year, DMG Consulting surveys our international customer base of enterprise, contact center, and IT leaders and asks them to share their customer experience (CX) and contact center goals, as well as related technology investment priorities for the upcoming year.

Contact Center 62

Contact Center Technology Average Handle Time Surveys 62

ShepHyken

FEBRUARY 9, 2021

They discuss the importance of creating a convenient CX and the impact an omnichannel platform has on the way businesses interact with their customers. About: Gabe Larsen currently leads Kustomer ’s worldwide marketing efforts, including advertising, brand, communications, demand, and digital.

Multichannel 201

Multichannel Chatbots Self service CRM 201

CSM Magazine

FEBRUARY 16, 2024

Topics covered will include subjects such as Telehealth Support, Data-Driven Decision Making, and Connected Commerce, among many other aspects of the digital customer experience. The awards categories include Innovation of the Year and Engagement Solutions of the Year.

Contact Center 52

Contact Center Big data Call Center Technology 52

ShepHyken

SEPTEMBER 17, 2018

My Comment: How do you measure CX success? What metrics are you using to determine if your CX efforts are working? CMSWire) Rather than rehashing a list of frequently discussed CX metrics, I thought it would be interesting to approach measurement through the lens of the acquisition, engagement and retention framework.

Customer Service 205

Customer Service Automotive Metrics Customer Experience 205

ShepHyken

OCTOBER 29, 2021

is a content developer and a digital media strategist at Knowmax. In today’s digital world, whether your customers prefer phone support or traditional customer service, effective call center software is essential for smooth functioning. is a content developer and a digital media strategist. Call routing . Analytics .

call center software 190

call center software Call Center Customer Support Scripts 190

Eptica

JULY 1, 2022

Creating a framework for digital transformation. Automating and digitising CX in financial services. Categorie(s): Market Trends Best Practice The standard of business-to-business (B2B) customer service delivered by companies is central to retaining and growing clients and revenues. Share this page on: Tweet.

B2B 71

B2B B2C Customer Service Best practices 71

Creative Virtual

FEBRUARY 7, 2023

This year, one of the customer experience (CX) predictions for 2023 falling into that category is that ‘Personalization will get More Personal’. They increase digital containment and improve user satisfaction by delivering comprehensive, tailored self-service experiences.

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

Eptica

JANUARY 24, 2020

However, despite the focus on big picture CX, the reasons why customers leave a brand are often subtle and can even be the result of an overzealous desire to attract, engage and delight. Here are some of my top customer churn symptoms and cures. #1 Share this page on: Tweet. 4 Christmas customer service lessons from Santa.

Self service 106

Self service Best practices Surveys Feedback 106

DMG Consulting

NOVEMBER 1, 2021

Question: What items should we focus on to improve our CX in 2022? Answer: Delivering an outstanding customer experience (CX) at all touchpoints in the customer journey requires the right blend of people, processes and technology. The post What items should we focus on to improve our CX in 2022?

Self service 84

Self service Consulting Consulting Enterprise 84

Hodusoft

OCTOBER 6, 2022

1 Predictive Dialer Software in GetApp ’s Category Leader list, published by Gartner Digital Markets Report. As much as we are proud of this achievement, we’re continuously working on improving our products to rank on top in other categories as well. About GetApp.

Contact center software 52

Contact center software voip Contact Center Customer Support 52

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. This is predictable as easier questions continue to get automated across communication channels, whether phone or digital. Agents become the sandwich meat in the middle of the CX dilemma, with inevitable im­pacts on AX.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

ClearAction

MAY 26, 2023

Data mining technologies abound, and this should be your top interest in CX tech investment. How you ask, analyze, and advocate CX insights is pivotal to your enterprise growth curve. This is CX Intelligence. Put as much energy into CX intelligence as you put into almost-free VoC and surveys.

Chief Customer Officer 62

Chief Customer Officer Enterprise Big data Customer centricity 62

ClearAction

OCTOBER 25, 2022

Assessment for Almost-Automatic CX Excellence Lynn Hunsaker. To propel your firm to world-class performance, an assessment for almost-automatic CX excellence is now available. You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career.

Journey mapping 71

Journey mapping Customer centricity Accountability Metrics 71

GetFeedback

JUNE 12, 2019

I’ve lost count of the number of meetings that I’ve had with copywriters, marketers, and designers where the terms customer experience (CX) , user experience (UX) and user interface (UI) have been used in an interchangeable manner. What is customer experience (CX)? . To learn how to do this, check out our other CX article.

Customer Experience 131

Customer Experience Consulting Consulting Marketing 131

customer sure

NOVEMBER 27, 2023

We’re delighted to announce that CustomerSure has been named as a finalist in the Trusted Quality Provider category at the Institute of Customer Service ‘UK Customer Satisfaction Awards’ for 2024. Implementation was very straightforward and we found the advice of CustomerSure was key to designing our survey strategy.

Healthcare 62

Healthcare Feedback Surveys Marketing 62

HGS

JANUARY 25, 2021

Gartner ranks trends such as digital experience platforms, Internet of things for customer service, natural language processing, 360-degree view of customers, chatbots, robotic process automation, etc. cx trends. according to how hyped or mature the technologies are. Nancy.Pekala. Tue, 01/26/2021 - 03:37. LEAVE A COMMENT.

Contact Center 130

Contact Center Banking Education Self service 130

Beyond Philosophy

MARCH 10, 2022

For example, have you ever found one of your favorite movies playing on tv, one that you might have a digital copy of to access from the same device but were excited it was playing? For most of us, barbershop quartet is not a category on our music streaming services. Subscribe today right here.

Marketing 244

Marketing Consulting Consulting Surveys 244

Talkdesk

OCTOBER 28, 2020

This renewed energy and passion informed our CX Transformation Roadmap , which outlines five progressive stages for building resilient cloud contact centers. In a continued effort to help our customers transcend with innovative technology, we’re excited to host the Talkdesk Digital Showdown: Innovations in CX on November 5.

Cloud contact 69

Cloud contact Contact Center Technology Customer Service 69

Balto

MAY 25, 2022

Louis, MO — Balto, the #1 real-time guidance platform for contact centers, won first place in the May 2022 Talkdesk Digital Showdown , a semi-annual competition run by Talkdesk®, Inc., Balto took the overall event vote after coming out on top in the preliminary round for the “elevating customer interactions” category. About Balto.

Coaching 52

Coaching Contact Center Cloud contact Engineering 52

Spearline

MARCH 27, 2023

March 27, 2023 – Cyara , the creator and leader of the Customer Experience (CX) Assurance category, today announced its acquisition of industry-leading global communication testing company Spearline , headquartered in Ireland. This strategic move enables us to help more customers transform their CX, making every interaction flawless.

Customer Experience 52

Customer Experience Chatbots Enterprise Contact Center 52

Upstream Works

NOVEMBER 30, 2022

This is not a promising scenario for contact centers looking to make customer experience (CX) a differentiator for their company. Unsurprisingly, contact center as a service (CCaaS) adoption has accelerated, as contact center leaders are recognizing the need for innovation to better support digital customer experiences.

Customer Experience 78

Customer Experience Chatbots Contact Center Morale 78

Anexa BPO

JUNE 8, 2023

Digital touchpoints make up a large part of the customer journey, challenging organizations to determine which ones to make available. This strategy alone can be a true differentiator when generating next-level CX. The post Prioritize the Components of a Quality Digital Experience first appeared on Anexa BPO.

outsourcing 52

outsourcing Analytics Call Center Customer Care 52

Quadient

AUGUST 11, 2022

Quadient is here to help you play offense in your budget process by providing the forecasted cost savings, increases in agility, and boosts in customer loyalty across a variety of specific communications and customer experience (CX) projects. You don’t have to take “no” for an answer on your CX transformation project funding requests.

Journey mapping 52

Journey mapping Self service Marketing Analytics 52

Hodusoft

JULY 20, 2022

Gartner’s GetApp Names HoduCC a Category Leader in Contact Center Software. It’s pretty exciting to see that HoduSoft has bagged the 6th rank in GetApp’s Category Leader list for contact center software , published by Gartner Digital Markets Report. Making the markup Gartner’s GetApp Category Leader List.

Contact center software 52

Contact center software Contact Center Interactive Voice Response Call Center 52

Interactions

JANUARY 30, 2020

Discussions about digital transformation are overtaking the boardroom as the consumer landscape continues to evolve. CX focus in digital transformation. When it comes to digital transformation, the focus of many strategies centers around improving customer experience.

Chatbots 77

Chatbots B2C Customer Experience Analytics 77

Beyond Philosophy

JULY 11, 2019

We also talked about how you can ensure when your customers are deciding on what to buy in your category that they include you in that retrieved set. Fascinating, But What Has This to Do With CX? ARE YOU IGNORING A KEY PART OF YOUR DIGITAL EXPERIENCE? To listen in , please click here.

Consulting 298

Consulting Consulting Benchmark Advertising 298

Quadient

DECEMBER 14, 2021

What fast-paced digital evolution means for customer experience transformation. Reduce cost-to-serve and churn: improve your CX. Changes to consumer behavior because of COVID have accelerated the propensity for consumers to switch to digital communication channels. Consumers want the option of print or digital.

Customer Experience 52

Customer Experience Banking Call Center Surveys 52

Eptica

DECEMBER 22, 2022

Date: Thursday, Décembre 22, 2022 Author: Laurianne Merour - Digital Marketing Manager Identifier les bonnes performances des agents grâce à la technologie. Auteur: Laurianne Merour - Digital Marketing Manager L'IA automatise les tâches complexes et permet de reconnaître les agents qui ont fourni un excellent service.

Chatbots 104

Chatbots Self service Marketing Management 104