Eptica

JUNE 15, 2022

Date: Wednesday, June 15, 2022 Author: Pauline Ashenden - Demand Generation Manager What’s driving customer facing technology investment in local councils? Author: Pauline Ashenden - Demand Generation Manager What’s driving customer facing technology investment in local councils? Published on: June 15, 2022.

Technology 126

Technology Government Banking Marketing 126

Eptica

JANUARY 24, 2022

Date: Monday, January 24, 2022 Author: Pauline Ashenden - Demand Generation Manager Four key considerations for customer self-service success. Author: Pauline Ashenden - Demand Generation Manager The average customer today is more digital-savvy than ever and is happy to find answers to routine customer service questions themselves.

Self service 125

Self service Best practices Analytics Customer Service 125

CSM Magazine

MARCH 24, 2023

Be that as it may, not everything is peaches and cream when selling goods and services online. Take customer service, for instance. The lack of face-to-face interaction makes it more challenging to create an authentic experience. Though challenging, cultivating a positive customer experience is possible.

Customer Experience 52

Customer Experience Chatbots Accountability Feedback 52

Eptica

APRIL 11, 2022

Date: Monday, April 11, 2022 Author: Pauline Ashenden - Demand Generation Manager How are banks meeting changing customer service needs? Author: Pauline Ashenden - Demand Generation Manager Delivering the right customer experience in financial services has never been more vital – or more difficult.

Banking 120

Banking Customer Service Marketing Customer Experience 120

CSM Magazine

MARCH 24, 2023

Be that as it may, not everything is peaches and cream when selling goods and services online. Take customer service, for instance. The lack of face-to-face interaction makes it more challenging to create an authentic experience. Though challenging, cultivating a positive customer experience is possible.

Customer Experience 52

Customer Experience Chatbots Accountability Feedback 52

Playvox

FEBRUARY 1, 2024

Your customers are talking, and they have a lot to say. But do you know how your customers really feel about your brand, products, services, and support? If you’re not analyzing customer sentiment, you’re only getting part of the story. What Is Customer Sentiment Analysis?

Contact Center 93

Contact Center Best practices Surveys Feedback 93

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. 10 Key CX Technology Trends for 2019.

Customer Experience 88

Customer Experience Engineering Coaching Education 88

Eptica

JUNE 10, 2022

Date: Friday, June 10, 2022 Author: Pauline Ashenden - Demand Generation Manager 3 key CX gaps between companies and their customers. Author: Pauline Ashenden - Demand Generation Manager Understanding the customer is the start point of delivering excellence in customer service. Published on: June 10, 2022.

Banking 120

Banking Self service Marketing Technology 120

Eptica

MARCH 11, 2022

Date: Friday, March 11, 2022 Author: Pauline Ashenden - Demand Generation Manager Overcoming the challenges to customer service quality. You might also be interested in these posts: Getting customer service right on Mother’s Day. How a unified agent desktop empowers your advisors and better engages customers.

Customer Service 126

Customer Service Best practices Management Customer Experience 126

CCNG

DECEMBER 20, 2023

The promise of AI and RPA to solve service issues and reduce labor costs is gradually becoming a reality. Similarly, RPA has proved valuable in automating routine tasks, improving service delivery, and increasing efficiency. They can be used to answer customer questions, provide support, and even sell products.

Call Center 195

Call Center Chatbots CCNG Technology 195

Eptica

JULY 8, 2020

Date: Wednesday, July 8, 2020 Author: Pauline Ashenden - Demand Generation Manager Why a consistent customer experience is so important (and how to deliver it). This delivers reassurance to customers, which is always been important but is now vital given the fast-changing nature of the current crisis.

Customer Experience 111

Customer Experience Brand ambassadors Banking Airlines 111

The Petrova Experience

JANUARY 11, 2023

The collapse of the Southwest passenger experience this holiday season is an unlikely jumping off point for a conversation on how to own customer experience transformation. Now, Wall Street analysts will be much more open to talk about investing in passenger experience. Do not count Southwest out.

Airlines 59

Airlines Customer Experience Technology Finance 59

Eptica

JANUARY 31, 2022

Author: Pauline Ashenden - Demand Generation Manager Empowering your customer service agents delivers a range of benefits from increased contact centre productivity and happier agents to an overall better customer experience. Four key considerations for customer self-service success.

Agent Empowerment 111

Agent Empowerment Best practices Self service Marketing 111

CSM Magazine

JANUARY 4, 2023

So you’ve worked out the kinks in your services and product offerings, but what about your customer service? Good customer service is an absolute must for any business hoping to do well in today’s hyper-competitive market. Benefits of QR codes. Affordable to generate.

Customer Experience 52

Customer Experience Analytics Upselling Banking 52

Eptica

AUGUST 19, 2022

Author: Pauline Ashenden - Demand Generation Manager Customers want their queries answered accurately without having to make contact more than once. That makes achieving high First Contact Resolution (FCR) rates vital to the overall customer experience. 6 ways of delivering excellent B2B customer service.

Best practices 106

Best practices B2B Metrics Management 106

Playvox

OCTOBER 4, 2022

While tagging customer interactions might seem like a small part of your operations, it’s actually a vital component of running a productive contact center. Consistently tagging your customer support interactions in Zendesk — or any chat software — should be a top priority. Creating a Zendesk Tagging Strategy.

Feedback 87

Feedback Contact Center Metrics Surveys 87

Eptica

MARCH 18, 2022

Date: Friday, March 18, 2022 Author: Pauline Ashenden - Demand Generation Manager Getting customer service right on Mother’s Day. To help customer service teams ahead of Mother’s Day 2022 on 27 March our latest blog shares key best practice advice. Published on: March 18, 2022. Share this page on: Tweet.

Customer Service 122

Customer Service Best practices Management Customer Experience 122

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. For example, does “it works fine” and “customer support was ok” mean customers are happy, upset, or indifferent? What is Customer Sentiment Analysis?

Contact Center 82

Contact Center Coaching Feedback Surveys 82

Eptica

FEBRUARY 25, 2022

Date: Friday, February 25, 2022 Author: Pauline Ashenden - Demand Generation Manager How a unified agent desktop empowers your advisors and better engages customers. This has a negative impact on the customer, the agent, and the business in terms of productivity and satisfaction. Published on: February 25, 2022.

Best practices 125

Best practices Self service Technology Management 125

Beyond Philosophy

AUGUST 7, 2021

It all started with Apple’s Air Tags. Halo Effects affect people’s impression of you and your experiences, and, in some cases, you don’t have as much control over these halos as you might like. This episode explains what Halo Effects are, how they influence customers, and what you should do about it moving forward.

Consulting 150

Consulting Consulting Surveys Customer Experience 150

Fonolo

APRIL 25, 2023

Using call-backs to eliminate hold time for your customers is an easy win! 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.

Contact Center 95

Contact Center Average Handle Time Self service Technology 95

Eptica

FEBRUARY 7, 2022

Read the full article and watch the video here: Tags: contact centres, Microsoft Teams Categories: Trends & Markets. You might also be interested in these posts: 5 factors that are driving the need for better digital customer experience. Highlights from our customer service blog in 2021.

Marketing 121

Marketing Management Customer Experience Customer Service 121

TechSee

MARCH 16, 2023

As the leader in computer vision solutions for the service industry, we at TechSee work with large organizations to help them utilize AI to automate service for their products. VI Studio uses a sampling of images labeled and tagged by humans to train computer vision AI models.

APIs 109

APIs CRM Technology Sales 109

ClearAction

APRIL 29, 2020

VP Customer Experience Role for Growth Lynn Hunsaker. The VP Customer Experience role is evolving as companies shift to embrace the “purpose of business” proclaimed by Business Roundtable. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g.

Customer Experience 71

Customer Experience Chief Customer Officer Customer centricity Enterprise 71

CSM Magazine

NOVEMBER 28, 2022

Indoor navigation and indoor positioning are useful tools for optimizing business processes and improving the customer experience. With their help, you can improve customer service, increase customer loyalty to your company, and develop an effective and lucrative marketing campaign.

Customer Experience 52

Customer Experience Transportation Analytics Entertainment 52

Fonolo

JANUARY 17, 2019

IKEA’s long-running epic success is the result of its allegiance to a specific set of principles that guide its every move: To nurture loyalty, a company must dare to be a fixture at every stage of customers’ lives. It must meet their needs with products, online and in-store experiences, and customer service offerings.

Customer Experience 111

Customer Experience Gamification Contact Center Technology 111

Playvox

SEPTEMBER 14, 2022

That’s especially true in your contact center, where millions of customer interactions across dozens of platforms can leave you overwhelmed by information and unable to act on what you hear from your customers. To take control, you’ve got to understand customer sentiment — how customers feel about your product or service.

Feedback 79

Feedback Surveys Contact Center Engineering 79

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. National Customer Service Week: The opportunity of Artificial Intelligence.

Customer Experience 88

Customer Experience Multichannel Best practices Personalization 88

Eptica

MAY 16, 2018

Date: Wednesday, May 16, 2018 Author: Anne-Claire Bellec How artificial intelligence can transform your customer experience. They want a personalized service – and their expectations are continually growing. Artificial intelligence is key to delivering the experience that today’s customers are demanding.

Customer Experience 69

Customer Experience Chatbots Self service CRM 69

SharpenCX

APRIL 22, 2020

And since then, I’ve been paying attention to all the ways CVS makes my experience so easy. 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. The company used to lag in customer satisfaction.

Customer Experience 76

Customer Experience Scripts Contact Center Contact center software 76

TeamSupport

MAY 2, 2022

What makes customer support software great? These solutions require more than just dedicated customer support teams – without the necessary features, a ticketing software solution is hampering your efforts. Ticketing software goes far beyond just addressing customer issues, it forms the backbone of customer support operations.

Chatbots 98

Chatbots Customer Support Service level Management 98

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

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

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

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

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.

Customer Experience 77

Customer Experience Best practices Advertising Chatbots 77

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.

Customer Experience 54

Customer Experience Multichannel Self service CRM 54