Eptica

MAY 6, 2020

Date: Wednesday, May 6, 2020 Author: Pauline Ashenden - Demand Generation Manager Are banks building trust through customer service excellence? Author: Pauline Ashenden - Demand Generation Manager The coronavirus pandemic is actually accelerating digital transformation in many verticals, and banking is a prime example.

Banking 79

Banking Customer Service Multichannel Best practices 79

Eptica

AUGUST 14, 2015

Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. Author: Pauline Ashenden Twenty years ago, the majority of banking was carried out face-to-face through an extensive branch network and most consumers remained with the same bank for much of their lives.

Banking 85

Banking Multichannel Customer Experience Finance 85

Eptica

NOVEMBER 13, 2015

Date: Friday, November 13, 2015 7 ways banks can transform customer experience. Author: Dharmesh Ghedia Banks and other financial service providers are facing unprecedented challenges. For example, Kabbage can approve a small business loan in 7 minutes while Dutch bank Knab sets up new current accounts in just 5.

Banking 77

Banking Customer Experience Finance Multichannel 77

Eptica

OCTOBER 16, 2015

Date: Friday, October 16, 2015 The opportunity for European customer experience. Author: Olivier Njamfa From Berlin to Bermuda, and San Francisco to Singapore, consumers increasingly demand a superior customer experience from the organizations that they choose to buy from. Published on: October 16, 2015.

Customer Experience 75

Customer Experience Multichannel Banking Customer centricity 75

SharpenCX

APRIL 22, 2020

They’ve continuously innovated to reshape their CX and remove effort for their customers, providing leading examples of how to build a good customer experience. So since 2017 , they’ve been building what they deem “the next evolution of customer experience.”. They’ve nailed consistency in the customer journey.

Customer Experience 76

Customer Experience Scripts Contact Center Contact center software 76

Eptica

OCTOBER 25, 2017

Date: Wednesday, October 25, 2017 Turning customer experience into competitive advantage. Author: Vincent Giraud Customer experience is becoming the primary differentiator for brands , whatever industry they are operating in. The increasing emphasis on customer experience is being driven by three key trends: 1.

Customer Experience 56

Customer Experience Banking Best practices Advertising 56

Eptica

AUGUST 2, 2017

Date: Wednesday, August 2, 2017 Transforming customer experience in local authorities. Author: Neil Cox The public sector faces three key challenges, particularly when it comes to customer experience. This can make delivering a seamless, consistent experience difficult due to the number of people and departments involved.

Customer Experience 55

Customer Experience Government Self service Best practices 55

Eptica

JANUARY 24, 2020

Date: Friday, January 24, 2020 Author: Tom Walmsley - Business Development Manager 3 customer churn symptoms and cures. 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. . #1

Self service 106

Self service Best practices Surveys Feedback 106

Eptica

NOVEMBER 1, 2017

Date: Wednesday, November 1, 2017 UK brands struggling with digital customer experience. Author: Pauline Ashenden The rapid rise of digital channels and mobile devices means it’s easier than ever for consumers to engage and ask questions of brands they want to do business with. Published on: November 01, 2017.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49

Lumoa

DECEMBER 15, 2022

Companies are finding that innovative technologies can make collecting voice of customer analytics more effortless than ever—and these technologies have opened up exciting new possibilities for improving customer experiences. In this article, we’ll go over what Voice of Customer data analytics is and the different types.

Analytics 94

Analytics Feedback Banking Surveys 94

Eptica

AUGUST 24, 2016

Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Author: Olivier Njamfa Customer experience (CX) is moving rapidly towards the top of the CEO agenda as businesses realize its importance to the bottom line. Fail to improve and you will slip down the rankings and lose customers fast.

Customer Experience 49

Customer Experience Multichannel Banking Consulting 49

SharpenCX

OCTOBER 3, 2019

Some 78% of financial executives think their work is going to change over the next five years because of new digital business trends. The big banks will be left tightening up their credit belts, meaning customers will turn to their local credit unions for loans. All driven by digital technology.

Banking 64

Banking Contact center software Big data Technology 64

Eptica

MARCH 21, 2019

Author: Olivier Njamfa - CEO & Co-Founder Trust is central to any brand’s relationship with its customers. 9 out of 10 consumers will change supplier if they lose trust in a company – nearly half of them immediately - according to the newly published 2019 Eptica Digital Trust study.

Multichannel 80

Multichannel Banking Self service Surveys 80

SharpenCX

OCTOBER 3, 2019

Some 78% of financial executives think their work is going to change over the next five years because of new digital business trends. The big banks will be left tightening up their credit belts, meaning customers will turn to their local credit unions for loans. All driven by digital technology.

Banking 52

Banking Contact center software Big data Technology 52

Eptica

MAY 15, 2019

Author: Pauline Ashenden - Marketing Manager If you don’t build consumer trust in your brand, you risk undermining customer loyalty and damaging sales revenue. According to our 2019 Digital Trust study , over three quarters (79%) of consumers said they would move away from a supplier if they lose trust in them.

Automotive 66

Automotive Government Banking Best practices 66

Eptica

NOVEMBER 27, 2015

Date: Friday, November 27, 2015 Mobile – at the heart of the customer experience. And smartphone penetration continues to grow – figures from Zenith Optimedia show that nearly two thirds (66.5%) of consumers in key digital markets such as the United States, Western Europe and Asia Pacific , will own smartphones by 2018.

Customer Experience 51

Customer Experience Multichannel Advertising Banking 51

Eptica

MARCH 2, 2016

Date: Wednesday, March 2, 2016 The importance of trust to the customer experience. This can again be seen in the Harris research – the bottom organization is Volkswagen , which has been beset by scandals around faked emissions tests, while many banks and telecoms providers also received low scores.

Customer Experience 60

Customer Experience Multichannel Entertainment Advertising 60

Eptica

FEBRUARY 26, 2016

Date: Friday, February 26, 2016 How are retailers working to improve customer experience? Author: Robin Tandon Customer experience is important to every industry, but particularly vital for retail. On the other side of the coin, customers are becoming more demanding and insisting on a superior, hassle-free experience.

Customer Experience 50

Customer Experience Multichannel Benchmark Banking 50

Eptica

FEBRUARY 28, 2018

In fact, he stresses that one of the main arguments around automating customer service - that it automatically reduces costs while improving the experience - isn’t always true: When a bank introduced online channels, transaction volumes rose, and customers began to call and visit bank branches more, pushing up costs.

Customer Service 62

Customer Service Banking Self service Best practices 62

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. Share this page on: Tweet.

Banking 56

Banking Multichannel Airlines Best practices 56

JustCall

MARCH 9, 2023

Did you know that 70% of customers that had their issues solved favourably in the first call would be willing to return to your business for repeat purchases? This is how important customer experience is, especially in the context of contact centers.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

JustCall

FEBRUARY 12, 2024

While Convoso packs a punch, its price tag can be a hefty investment, especially for smaller teams or budget-conscious ventures. For these go-getters, a hefty price tag can feel like a lead weight tied to their ankle, slowing down their growth and ROI potential.

CRM 52

CRM Analytics Abandon Call Coaching 52

Eptica

MAY 23, 2018

It is adopting Eptica’s artificial intelligence (AI)-powered digital customer experience platform for all its incoming emails in order to improve the end-to-end customer experience it provides to more than 73,000 charities, 250,000 individual donors and 7,300 corporate donors. billion to charities.

Banking 55

Banking Customer centricity Marketing Customer Experience 55

Comm100

MARCH 30, 2021

This ticket can then be tagged according to the type of issue, their channel of origin, and custom factors such as urgency level. How does ticketing improve customer service? Customer service teams can expect the following benefits when using a ticketing system: 1. Higher customer satisfaction.

Customer Service 52

Customer Service Healthcare CRM Banking 52

SharpenCX

FEBRUARY 17, 2021

Then, your agent has a tool to quickly glance at feedback and apply it to their next conversation, incrementally improving the customer experience daily. The data flowing into your call center phone system gives you tons of information about what your customers really want from their service experience.

Call Center 67

Call Center Coaching Call flow Interactive Voice Response 67

Eptica

FEBRUARY 6, 2019

For example, automotive and oil companies need to transform to deal with the rise of electric and autonomous vehicles, while banks face competition from nimble fintech upstarts. Why else do more than eight out of ten digital transformation programs fail? In short: change is disruptive and risky.

Automotive 73

Automotive Best practices Banking Customer emotions 73

Eptica

SEPTEMBER 10, 2015

As technology gets more complex, and consumers look to connect it all together, the importance of the customer experience becomes ever more vital. Looking online, how are consumer electronics companies faring when it comes to the digital customer experience? and How do I get a replacement manual for my product?

Multichannel 76

Multichannel Customer Service Banking Self service 76

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Author: Derek Lewis Many organizations are embracing digital transformation , making investments to enhance the customer experience they deliver on these digital channels, such as email, chat, the web and social media.

Customer Service 75

Customer Service Multichannel Self service Surveys 75

Pointillist

MARCH 1, 2019

There has been a concerted effort to move customer interaction towards lower cost digital channels and away from voice calls in recent years. However, customers usually escalate to voice calls when companies are unable to resolve issues through digital channels. In fact, a recent survey of U.S.

First call resolution 75

First call resolution Call Center Self service Analytics 75

Call Experts

DECEMBER 18, 2019

Customers seeking simple search requests such as store locations and hours can benefit and quickly get answers. While those seeking more personalized requests, like bank balance information or outage patterns of electric service, are offered more privacy without the need to speak to a person. Customer disengagement will cost you more!

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

Hero Digital

NOVEMBER 12, 2018

As companies focus increased resources on developing frictionless, enjoyable digital experiences for customers, it’s important to remember the digital employee experience as well. Companies, in turn, desire employee efficiency, engagement, and high retention (the same thing they want from customers!).

Employee engagement 66

Employee engagement Analytics Banking Personalization 66

Eptica

AUGUST 28, 2015

As the number of channels used by customers began to expand, the web , email and social media may have been added to this remit. The customer journey spans multiple channels and departments and consumers are much less forgiving of a poor experience or service. However, the underlying approach remained the same.

Multichannel 92

Multichannel CRM Contact Center Banking 92

Netomi

APRIL 7, 2023

The top CX practitioners making the most impact on employee and customer experience Customer service is more important today than ever before. The customer service teams that are driving revenue, wow-ing customers and building long-term relationships often have a strong leader at the helm. Andrew Stein, Chewy, Sr.

Customer Service 52

Customer Service Airlines Customer centricity Banking 52

JivoChat

JUNE 29, 2023

From the minute a customer lands on your website to the post-purchase follow-up, every interaction must be thoughtfully designed to create an emotional connection and foster loyalty. So you can ensure your business thrives in the ever-evolving digital landscape—read on to learn more!

Analytics 88

Analytics Chatbots Feedback Surveys 88

Comm100

OCTOBER 19, 2022

It boosts customer engagement because it’s quick, simple, and puts the user in the driver’s seat. But you can only deliver that positive value by making sure your chatbot features offer the best possible customer experience. AI-based chatbots, on the other hand, are equipped with a digital brain–known as artificial intelligence.

Chatbots 86

Chatbots APIs Analytics Upselling 86

Education Services Group

FEBRUARY 9, 2021

As we well know, embracing digital Customer Success is the foundation for optimizing your customer experience at scale. But we need to remember that it can’t be just any old application jury-rigged for Customer Success like an egg beater duct-taped to a power drill! CRMs bring the heat, but do they bank the fire?

CRM 52

CRM Best practices Sales Banking 52

NobelBiz

AUGUST 22, 2023

Premium Telco Without Breaking the Bank The NobelBiz Voice Carrier Network is one of the best VoIP Interconnected Providers in the industry, with multiple worldwide redundancies for uninterrupted uptime, delivering the best possible voice quality at a fair price. This predictability is invaluable for budgeting and financial forecasting.

voip 98

voip Telecommunications Contact Center Contact center software 98