CSM Magazine

NOVEMBER 19, 2018

Sabio’s Chief Innovation Officer, Stuart Dorman highlights what he sees as the 10 key CX technology trends that will shape successful customer experiences during 2019 and beyond. 10 Key CX Technology Trends for 2019.

Customer Experience 88

Customer Experience Engineering Coaching Education 88

Eptica

JUNE 10, 2022

However, research covered in our latest blog identifies three disconnects between companies and their customers when it comes to the customer experience. This can lead to focusing on the wrong areas of the customer journey and failing to meet customer needs, leading to churn and loss of revenues.

Banking 120

Banking Self service Marketing Technology 120

Playvox

SEPTEMBER 14, 2022

But over time, customer sentiment analysis driven by artificial intelligence (AI) will learn to better interpret the language your customer base is using to describe their experience. So your support center can measure customer opinions no matter what words they use. Understand Your Customers.

Feedback 79

Feedback Surveys Contact Center Engineering 79

Playvox

OCTOBER 20, 2023

In face-to-face interactions with customers, you have the advantage of observing eye contact, tone of voice, body language, and other cues that go along with their spoken words. What is Customer Sentiment Analysis? Delivering an outstanding customer experience (CX) has become mission-critical to businesses.

Contact Center 82

Contact Center Coaching Feedback Surveys 82

CSM Magazine

OCTOBER 13, 2022

Hyper-Personalizing the customer experience is a successful method for customer acquisition and retention. In addition, the majority of consumers think that a customized client connection contributes significantly to their loyalty. And here the 4 strategies to hyper-personalize your customer experience.

Personalization 52

Personalization Customer Experience Call Center CRM 52

Eptica

MAY 16, 2018

Date: Wednesday, May 16, 2018 Author: Anne-Claire Bellec How artificial intelligence can transform your customer experience. Recent reports from Forrester back this up, highlighting the fast-growing importance of AI in customer experience. Published on: May 16, 2018. Faster service.

Customer Experience 69

Customer Experience Chatbots Self service CRM 69

Fonolo

APRIL 25, 2023

When inbound calls are spiking, offering customers a call-back keeps them off hold and protects your KPIs by deferring calls to quier times. Call-backs also offer superior customer experience. Customers hate waiting on hold. Talkdesk research shows that 60% of customers would rather receive a call-back than wait on hold.

Contact Center 95

Contact Center Average Handle Time Self service Technology 95

Eptica

OCTOBER 18, 2017

Date: Wednesday, October 18, 2017 The importance of security and GDPR to the digital customer experience. Author: Pascal Gauvrit Thanks to the rise of digital channels, brands now possess large amounts of personal data on their customers. 3 reasons why multichannel customer service is important to NHS BSA.

Customer Experience 88

Customer Experience Multichannel Best practices Personalization 88

Eptica

SEPTEMBER 25, 2019

Date: Wednesday, September 25, 2019 Author: Pauline Ashenden - Marketing Manager The breakdown in insurance customer experience – and what it means for trust. Author: Pauline Ashenden - Marketing Manager In today’s markets, consumers rightly demand the highest standards of customer service.

Customer Experience 62

Customer Experience Automotive Self service Marketing 62

Peter Lavers

MAY 24, 2018

Peter Lavers ( @PeterLavers ) and fellow IBM Futurist Watson Martin Jones ( @martinjonesaz ) took part in an IBM Watson Commerce ( @IBMCommerce ) tweetchat on Thursday, 26 April 26 ,on the subject of “Can your digital experience integrate behaviors?” How would you describe a digital experience? See [link].

Chief Customer Officer 113

Chief Customer Officer Marketing Customer Experience Management 113

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 31, 2018

Date: Wednesday, October 31, 2018 Author: Pauline Ashenden - Marketing Manager Delivering public sector customer experience at a time of change. They need to deliver more with less, but at the same time meet the needs of a more digitally-savvy audience. Published on: October 31, 2018.

Customer Experience 66

Customer Experience Chatbots Self service Best practices 66

Eptica

NOVEMBER 18, 2016

Date: Friday, November 18, 2016 Customer Experience - disrupt or be disrupted. Author: Olivier Njamfa Whatever market they are in, organizations face a stark choice – innovate across their operations and get closer to customers or lose market share to more agile, flexible rivals. Published on: November 18, 2016.

Customer Experience 71

Customer Experience Consulting Consulting Marketing 71

Peter Lavers

JULY 24, 2020

Your best clients pre-COVID won’t necessarily remain so; what were previously 3 medium sized customers in the past could well merge and become a key account in the coming months. Digital transformation – oh, no not those words again! If this has been just another silo tagged on to the periphery of your business, you’re at real risk.

B2B 130

B2B Accountability Marketing Sales 130

Eptica

SEPTEMBER 6, 2017

Date: Wednesday, September 6, 2017 The changing face of UK customer experience. We spoke to Neil to find out more about how he sees the UK customer experience market changing, and how Eptica is working with organisations to help them transform their digital customer service. Published on: September 06, 2017.

Customer Experience 54

Customer Experience Multichannel Self service CRM 54

aircall

JUNE 21, 2021

If you are struggling to increase sales in your company, it may be time to take a closer look at your existing customers experience to see how they interact with business. Suppose there are gaps between what customers expect from an interaction and what they’re actually getting.

Sales 71

Sales Customer Experience Surveys Feedback 71

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. The rise of social media and increasingly demanding customers has changed all of this. The balance of power has changed – your brand is what your customers say it is, rather than how you define it within your organization. These are: 1.

Customer Experience 83

Customer Experience Multichannel Advertising Contact Center 83

Eptica

APRIL 26, 2017

Date: Wednesday, April 26, 2017 Customer Experience in action through Artificial Intelligence. Author: Olivier Njamfa Winning and retaining customer loyalty is vital for every business. They must provide a consistent, high quality and personalized experience across every channel and touchpoint.

Customer Experience 70

Customer Experience Multichannel Marketing Metrics 70

ShepHyken

APRIL 27, 2018

The goal should be to create an e-commerce site that continuously over-delivers on user experience, so make it easy for your customers to find your e-commerce site, navigate, buy, and come back for more! Here are 8 ways to creatively tailor an e-commerce site to best serve digital customers: Provide Great User Experience.

Enterprise 204

Enterprise Feedback Personalization Sales 204

SharpenCX

SEPTEMBER 2, 2020

Download Now: Use the data that lives in your contact center to inform your customer experience strategies. From your tickets to the photos you take at the park, Disney aggregates all your information across channels, so you have instant access to what you need. Once you’re a customer, their app is just as seamless.

Customer Experience 67

Customer Experience Best practices Contact Center Technology 67

Expivia

APRIL 29, 2021

Everything seems to be more digital nowadays. Customers aren’t as comfortable with picking up the phone as they are with sending an email. Contact centers should embrace digital customer service, and use best practices to take care of customers over the internet. What Is Digital Customer Service?

Call Center 90

Call Center Customer Service Best practices Contact Center 90

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. The UK Government has recognized these challenges , and also how digital technology can be used to overcome them.

Customer Experience 55

Customer Experience Government Self service Best practices 55

CSM Magazine

APRIL 26, 2022

Qualtrics, the leader and creator of the experience management (XM) category, today announced Qualtrics Social Connect, a new digital customer service and social listening solution. Listen, analyze and improve service delivery on all social and digital channels. million followers.

Contact Center 52

Contact Center Customer Service Call Center Customer Care 52

Eptica

JUNE 21, 2017

Date: Wednesday, June 21, 2017 Demonstrating the financial ROI of better customer experience. Author: Vincent Giraud All organizations understand the importance of customer experience to the bottom line. Otherwise they will simply stick with older channels, or leave, making your investment a failure.

Customer Experience 63

Customer Experience Self service Best practices Metrics 63

iCiDIGITAL

AUGUST 28, 2018

Adobe introduced Sensei over two years ago as a framework and set of AI services to help improve the design and delivery of digital experiences. Sensei is now integrated in a variety of Adobe products including their experience, creative, and document clouds. . Photo Tagging. Why You Should Be Making Use of It.

Customer Experience 40

Customer Experience Marketing Personalization Technology 40

Eptica

NOVEMBER 29, 2017

Date: Wednesday, November 29, 2017 The changing face of European Customer Experience. Author: Olivier Njamfa How good are European companies at delivering the customer experience that consumers demand? In France 43% of brands failed to answer on any channel , up from 14% in 2016. Published on: November 29, 2017.

Customer Experience 49

Customer Experience Multichannel Surveys Marketing 49

Eptica

DECEMBER 5, 2018

Date: Wednesday, December 5, 2018 Author: Olivier Njamfa - CEO & Co-Founder The importance of trust to customer experience in 2019. Author: Olivier Njamfa - CEO & Co-Founder The balance of power between brands and consumers is shifting, with customers now wielding greater influence and control. Share this page on: Tweet.

Customer Experience 77

Customer Experience Best practices Advertising Chatbots 77

Eptica

JUNE 28, 2017

Date: Wednesday, June 28, 2017 Transforming customer experience to survive. Author: Neil Titcomb To find out more on how to transform CX, please come and meet us on 6th July at the Customer Engagement Transformation Conference When it comes to the service they receive, consumer expectations continue to rise dramatically.

Customer Experience 50

Customer Experience Multichannel Best practices Marketing 50

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

ShepHyken

MARCH 10, 2017

That uncertainty is understandable and means the customer is likely to continue looking elsewhere or slowly lose interest in making a purchase. Alternatively, they might try to contact the company through other channels, from social media to phone lines, and waste time on both sides. Conclusion.

Customer Service 220

Customer Service Technical Support Benchmark Best practices 220

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.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49

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 14, 2015

Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. This changing banking landscape, combined with continued low interest rates, means that the customer experience is now central to being successful in the market. Published on: August 14, 2015. Focus on speed of response.

Banking 85

Banking Multichannel Customer Experience Finance 85

Talkdesk

JULY 1, 2020

Many customers prefer and expect different digital communication channel options depending on the context. It may be most convenient to text while in the doctor’s waiting room or to email customer service when there’s a more complex issue. add voice to chat) as needed to solve customers’ issues.

Contact Center 118

Contact Center contact center solutions Chatbots voip 118

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

Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? Whether it is a flight or a break, people want a relaxing, stress-free experience, from researching destinations, booking their trip to going on the holiday itself. Published on: April 18, 2018. Share this page on: Tweet.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49

Eptica

JANUARY 10, 2018

Date: Wednesday, January 10, 2018 Delivering an AI-powered customer experience at Birmingham City Council. Author: Neil Cox Local authorities across the UK are under constant pressure to increase efficiency and productivity, while delivering a high quality experience to the public. Published on: January 10, 2018.

Customer Experience 49

Customer Experience Average Handle Time Best practices Education 49