Fonolo

JANUARY 17, 2019

The proof is in the pudding: Loyal consumers continue to flock to the imposing blue mecca in their town centers (and soon, urban centers ) because of IKEA’s ability to hold a customer’s familiar hand throughout their lifetime. Here’s how IKEA helps us to ‘live unboring’ IKEA: The In-Store Experience.

Customer Experience 111

Customer Experience Gamification Contact Center Technology 111

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

CCNG

DECEMBER 20, 2023

RPA is digitized with structured inputs and is rules-based. For example, attended RPA can provide screen prompts with instructions to agents as they work through a process with a customer. It is also likely that the lines between different kinds of AI will blur as machines become more capable of performing a wider range of tasks.

Call Center 195

Call Center Chatbots CCNG Technology 195

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. Data Protection and GDPR within Customer Experience.

Customer Experience 69

Customer Experience Chatbots Self service CRM 69

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!

B2B 130

B2B Accountability Marketing Sales 130

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

Comm100

SEPTEMBER 13, 2021

Digital transformation is by no means a recent trend. However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. What is Digital Transformation? Meeting customers’ digital expectations.

Customer Service 86

Customer Service Construction Technology Benchmark 86

Eptica

JULY 26, 2017

Date: Wednesday, July 26, 2017 Why customer experience needs to be led from the top. Author: Olivier Njamfa In today’s ultra-competitive world, senior managers understand the importance of customer experience to corporate success. Driving digital transformation within insurance.

Chief Customer Officer 78

Chief Customer Officer Customer Experience Airlines Best practices 78

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

MAY 25, 2016

Date: Wednesday, May 25, 2016 Mapping digital transformation in customer experience. Author: Pauline Ashenden In the fast-moving world of customer experience there is no shortage of new trends and technologies for companies to evaluate and adopt. Published on: May 25, 2016.

Customer Experience 54

Customer Experience Multichannel CRM Contact Center 54

Eptica

SEPTEMBER 4, 2019

Date: Wednesday, September 4, 2019 Author: Pauline Ashenden - Marketing Manager How Crédit Agricole Consumer Finance is uncovering the hidden “why” behind the customer experience. That’s why so many successful companies operate Voice of the Customer (VoC) programs. Published on: September 04, 2019.

Finance 62

Finance Customer Experience Best practices Customer effort 62

Eptica

APRIL 5, 2017

Date: Wednesday, April 5, 2017 Why customer experience is central to digital transformation in insurance. Customer expectations are rising, regulation is increasing and digital transformation is fundamentally changing how insurers operate , while lowering the barriers to entry for new competitors.

Customer Experience 49

Customer Experience Multichannel Marketing Technology 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

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? You might also be interested in these posts: UK brands struggling with digital customer experience.

Customer Experience 49

Customer Experience Multichannel Surveys Marketing 49

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. The importance of understanding emotion in digital channels.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49

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

NOVEMBER 13, 2015

Date: Friday, November 13, 2015 7 ways banks can transform customer experience. Not only are regulatory pressures increasing, but a new wave of financial start-ups is entering the market, using technology to transform everything from loans to payment processing. Published on: November 13, 2015.

Banking 77

Banking Customer Experience Finance Multichannel 77

delighted

MARCH 4, 2020

Welcome to a new era of marketing and service in which your brand is defined by those who experience it.” – Brian Solis, Principal Analyst and Futurist, Altimeter. So, how do you go about ensuring more positive customer interactions and fewer negative ones? What if customers don’t proactively share their thoughts? Let’s dive in!

Customer Experience 52

Customer Experience Management Journey mapping Surveys 52

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

Inova Solutions

JANUARY 3, 2020

Tags: Customer Experience CX digital transformation Call Center contact center salesforce Read more about Digital Transformation: Redefining Call Center Services.

Call Center 40

Call Center Contact Center Customer Experience 40

Inova Solutions

JANUARY 3, 2020

Tags: Customer Experience CX digital transformation Call Center contact center salesforce Read more about Digital Transformation: Redefining Call Centre Services.

Contact Center 40

Contact Center Call Center Customer Experience 40

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

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. Share this page on: Tweet.

Banking 85

Banking Multichannel Customer Experience Finance 85

Eptica

AUGUST 30, 2017

Date: Wednesday, August 30, 2017 How text analytics delivers customer experience value. Author: Pascal Gauvrit Artificial intelligence (AI) has the power to transform customer experience, enabling brands to meet rising consumer expectations through tailored, high quality, relevant service that drives increased loyalty.

Analytics 50

Analytics Customer Experience Chatbots Best practices 50

Eptica

JUNE 8, 2016

The state of UK travel customer experience. Author: James Gladwish The internet has transformed the way we buy our holidays and flights, with the majority of people now booking all or part of their travel online. Given these factors, how is the sector performing when it comes to customer experience?

Airlines 49

Airlines Multichannel Customer Experience Contact Center 49

Eptica

OCTOBER 10, 2017

Date: Wednesday, October 11, 2017 Balancing the human and the digital in customer experience. A noted expert on customer experience, R égine Vanheems has worked extensively with Eptica, providing its customers with analysis into the latest trends around consumer expectations and behaviour, particularly in the area of digital CX.

Customer Experience 49

Customer Experience Chatbots Multichannel Self service 49

Eptica

MAY 6, 2020

Author: Pauline Ashenden - Demand Generation Manager The coronavirus pandemic is actually accelerating digital transformation in many verticals, and banking is a prime example. ” Against this backdrop, how are banks performing when it comes to putting the customer at the heart of everything they do?

Banking 79

Banking Customer Service Multichannel Best practices 79

Eptica

MAY 30, 2018

Date: Wednesday, May 30, 2018 Author: Olivier Njamfa The importance of customer experience in a winner takes all world. Author: Olivier Njamfa Trends such as digitalization, the rise of the experience economy and globalization are impacting every market. How artificial intelligence can transform your customer experience.

Customer Experience 50

Customer Experience Chief Customer Officer Journey mapping Best practices 50

DMG Consulting

NOVEMBER 30, 2023

How AI Makes This Happen AI is an expanding group of technologies that, when supported by a large and appropriately sourced, targeted, tagged, and curated data repository, can discern patterns and perform some basic humanlike functions. And with 175 billion parameters, GPT-4 is a powerful language processing AI model.

Average Handle Time 48

Average Handle Time Contact Center Analytics Coaching 48

delighted

MARCH 4, 2020

. “Welcome to a new era of marketing and service in which your brand is defined by those who experience it.” While 86% of those who received a great customer experience were likely to repurchase from the same company , 32% would abandon a brand they love after even one negative interaction. The stakes are high.

Customer Experience 44

Customer Experience Management Journey mapping Surveys 44

Eptica

MAY 2, 2018

Date: Wednesday, May 2, 2018 Author: Pascal Gauvrit Data Protection and GDPR within Customer Experience. Customer experience is very much at the frontline of data protection. Customer service teams are interacting with consumers every day, and accessing and using their personal information.

Customer Experience 49

Customer Experience Best practices Personalization Customer Service 49

Eptica

DECEMBER 12, 2018

Date: Wednesday, December 12, 2018 Author: Pauline Ashenden - Marketing Manager How CX is central to Digital Transformation. In fact, a global study by Vodafone recently found that 69% of firms believe they will fail if they don't move to a digital model. Instead, start with your customers: What do they want?

Best practices 65

Best practices Marketing Chatbots Self service 65

Talkdesk

MARCH 24, 2021

Insurers need to redesign business models to build their own digital transformation success story. Digital transformation has been top of mind in the insurance industry for quite some time now, but recent events have forced insurers to develop new ways of delivering value. The opportunity to reinvent policyholder service.

Automotive 53

Automotive Contact Center contact center solutions Cloud contact 53

Eptica

NOVEMBER 23, 2016

Date: Wednesday, November 23, 2016 Why you need to take a customer-centric view of digital transformation. However, too often these digital projects can fail to improve the customer experience – and in some cases actually make it more difficult for consumers to do business with an organization.

Customer centricity 73

Customer centricity Multichannel Technology Customer Experience 73

Eptica

APRIL 3, 2019

Author: Guest author: Colin Shaw Whenever I talk about Customer Experience with audiences, I begin by explaining that customers do not buy things rationally. Customers buy things emotionally and then justify the purchase with logic. You will see by what customers do what they really want , despite what they say they want.

Surveys 74

Surveys Self service Consulting Consulting 74

Eptica

MAY 23, 2018

Established over 90 years ago, Charities Aid Foundation (CAF) helps transform lives and communities by working with charities of all sizes, assisting their fundraising and making it easy for individuals and corporate organisations to donate. When it came to customer service we had two key drivers. What are CAF's objectives?

Banking 55

Banking Customer centricity Marketing Customer Experience 55

Eptica

JANUARY 9, 2019

How AI can help transform VoC programs New Artificial Intelligence techniques are central to ensuring Voice of the Customer strategies provide business value. In this post , Taoufik Massoussi, Eptica Product Manager & Head of AI sets out five ways AI can transform your VoC performance. Share this page on: Tweet.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89