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. As research shows it costs 6-7 times as much to win a new customer than to keep an old one.

Customer Experience 63

Customer Experience Self service Best practices Metrics 63

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Author: Chris Eideh Businesses understand that improving the customer experience has a direct impact on revenue generation. Happier customers are more loyal, will spend more and recommend your company to their friends. Published on: June 24, 2016.

Customer Experience 50

Customer Experience Multichannel Airlines Self service 50

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

Eptica

NOVEMBER 27, 2015

Date: Friday, November 27, 2015 Mobile – at the heart of the customer experience. This means that the smartphone is increasingly becoming the device of choice when making contact with companies , meaning that the mobile customer experience is vital for brands looking to differentiate themselves and engage with consumers.

Customer Experience 51

Customer Experience Multichannel Advertising Banking 51

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

MARCH 16, 2016

Date: Wednesday, March 16, 2016 The importance of emotion to successful customer experiences. Think of the most basic transactions – the ones you remember most are those where you either had an extremely positive or negative emotional experience. Published on: March 16, 2016. Share this page on: Tweet.

Customer Experience 49

Customer Experience Multichannel Metrics Contact Center 49

SharpenCX

JANUARY 6, 2021

Saddled with technical debt and bureaucratic processes that slow down decision-making, Forrester predicts many top-tier companies will sell off pieces of their business or merge with others to stay viable. In a study of more than 1 million customer service calls, companies reported 34% increases in hold times and 68% rises in escalations.

Call Center 67

Call Center Coaching Abandon rate Contact Center 67

Eptica

JANUARY 15, 2020

Research from Forrester echoes this , with email having a 96% penetration rate, amongst all age groups. The boom in email is increasing the volumes of incoming interactions, putting a strain on customer service teams – so how can they deliver superior email service that differentiates them from their peers?

Customer Service 99

Customer Service Multichannel Best practices Analytics 99

Eptica

JANUARY 8, 2020

Author: Pauline Ashenden - Marketing Manager Having rung in not just another new year but also a new decade now is the perfect time to review how customer experience and Voice of the Customer evolved in 2019, what the key topics were, and how they are likely to develop in 2020. Share this page on: Tweet.

Customer centricity 65

Customer centricity Self service Marketing Customer Experience 65

Eptica

AUGUST 19, 2015

Date: Wednesday, August 19, 2015 Robots – the future of customer service? Author: Derek Lewis Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience. Published on: August 19, 2015.

Customer Service 85

Customer Service Self service Wireless Customer emotions 85

Eptica

DECEMBER 2, 2016

At the same time, the increasing penetration of mobile devices means people now wield greater power in the retailer/customer relationship - whether they are buying online or in-store they know that if they’re unhappy with what’s on offer from one retailer, they are just a click away from a competitor. Share this page on: Tweet.

Multichannel 72

Multichannel Personalization Accountability Customer Experience 72

Eptica

NOVEMBER 20, 2019

Author: Arnaud Dufournet - Chief Marketing Officer Focusing on customer experience delivers clear benefits in terms of increased engagement, higher brand reputation and most of all increased revenues. Published on: November 20, 2019. most of which share similar stages. Share this page on: Tweet. Avoid these 5 CX Leadership Traps!

Customer centricity 69

Customer centricity Best practices Consulting Consulting 69

Eptica

JANUARY 23, 2019

Email is used by all, especially the young According to Forrester more consumers aged 12-17 use email than Facebook or Snapchat. Forrester sees smartphones as driving increases in email usage, and highlights room for further growth given a current penetration rate of only 61%. 82% of this group are on email, up from 69% in 2014.

SaaS 62

SaaS Analytics Surveys Marketing 62

Eptica

FEBRUARY 27, 2019

Date: Wednesday, February 27, 2019 Author: Pauline Ashenden - Marketing Manager 5 books to help you build trust across the customer journey. Author: Pauline Ashenden - Marketing Manager In the fast moving world of customer experience keeping up to date with the latest thinking and ideas is vital. Published on: February 27, 2019.

Journey mapping 93

Journey mapping Best practices B2B Sales 93

Eptica

NOVEMBER 9, 2016

Author: Vincent Giraud Traditionally brands have segmented their customer bases by demographic factors such as age, and used this information to drive specific customer experiences for each group. However, this only goes so far, as age isn’t always a good guide to customer needs. Published on: November 09, 2016.

Multichannel 72

Multichannel Self service Personalization Customer Experience 72

Eptica

AUGUST 5, 2016

Date: Wednesday, August 17, 2016 4 lessons from the Forrester CX Index. Author: Pauline Ashenden Forrester has just published its 2016 US Customer Experience Index , providing an update on the state of CX across multiple sectors. Published on: August 17, 2016.

Multichannel 50

Multichannel Wireless Self service Contact Center 50

Eptica

JANUARY 12, 2017

Four lessons from the Forrester CX Index Forrester’s 2016 US Customer Experience Index provided an in-depth update on the state of CX across multiple sectors. Based on analysis of the research we see four key trends for CX and customer service professionals to focus on moving into 2017.

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

Return Customer

MAY 24, 2022

In this case, deploying a help desk ticketing software can help in the following ways: Notify your customers automatically as soon as their query is received through its ticketing feature. Agents can tag their peers, so they are informed about the issue and the customer. Slow response times.

Chatbots 67

Chatbots Interactive Voice Response Best practices Customer retention 67

Eptica

AUGUST 11, 2015

Customer service is no different. We’ve all had good and bad customer experiences where emotional engagement (or disengagement) has radically changed the interaction. Take the example of a customer service interaction where the agent wasn’t able to resolve your issue. Share this page on: Tweet.

Contact Center 88

Contact Center Customer Service Metrics Customer Experience 88

Eptica

JULY 21, 2019

This is echoed by recent research from Forrester, which calls for businesses to start designing the human-machine workplaces of the future now. The report suggests that the goal for every company should be to create employee experiences which ensure that humans can thrive when they work alongside robots and AI.

Customer Service 58

Customer Service Chatbots Best practices Analytics 58

Eptica

SEPTEMBER 30, 2016

As the importance of customer service grew, and competition has increased in all markets, this focus has changed. Efficiency is still vital, but needs to be balanced with delivering an excellent customer experience that helps differentiate businesses from their rivals. This is proven to boost the bottom line.

Customer Service 60

Customer Service Multichannel Contact Center Best practices 60

Eptica

OCTOBER 28, 2016

However, it can be difficult to measure the exact impact of individual customer service interactions on these metrics, leading to the contact center being seen as a cost, rather than a department that boosts the bottom line. Introducing chat changes this, with the channel driving proven additional sales and revenues.

Sales 79

Sales Multichannel Abandon rate Upselling 79

Eptica

DECEMBER 16, 2016

Date: Friday, December 16, 2016 Why emotion is central to driving customer loyalty. Author: Steve Nattress There are multiple factors that feed into the customer experience. However, to drive loyalty you need to go beyond that, as Forrester Research, points out in its paper The Whole-Brained Design Of Signature Moments.

Multichannel 49

Multichannel Metrics Benchmark Contact Center 49

Eptica

JANUARY 20, 2016

Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year? As always, leading analysts have provided their own thoughts, and in this blog I’d like to look at trends highlighted by Forrester and Gartner. Published on: January 20, 2016.

Customer Service 49

Customer Service Self service CRM Analytics 49

Eptica

APRIL 5, 2016

Author: Pauline Ashenden The combination of growing competition and more demanding consumers means that customer experience is now recognized by businesses everywhere as crucial for success. Therefore more and more global organizations are turning to Chief Customer Officers (CCO) to lead this part of their business.

Chief Customer Officer 49

Chief Customer Officer Multichannel Contact Center Marketing 49

Eptica

SEPTEMBER 3, 2015

A spell on the frontline helps people get a much better feel for the negatives and positives of the customer experience. What makes customers unhappy about the product or service, what do they struggle with and what areas need fixing? Share this page on: Tweet.

Contact Center 68

Contact Center Chief Customer Officer Multichannel Customer centricity 68

Eptica

MARCH 11, 2016

Author: Derek Lewis Forrester recently reported that 69% of people still want to contact companies through email. However, UK brands are struggling to cope with the emails they receive , with performance overall worsening according to the latest Eptica Multichannel Customer Experience Study. Published on: March 11, 2016.

Multichannel 49

Multichannel Customer Service Banking Metrics 49

Eptica

OCTOBER 23, 2019

Therefore it needs to be led from the top, with the CEO demonstrating the importance of being customer - centric and encouraging the entire business to move in the same direction. The benefits are tangible – brands that transform customer experience see greater revenues, lower costs and more committed and productive employees.

Customer centricity 50

Customer centricity Best practices Benchmark Government 50

Eptica

APRIL 22, 2016

As Forrester notes , Facebook itself says that it is early days for the technology, and that it has a ten year plan for developing chatbots so that they achieve their full potential. This is shown by the misadventures of Tay, Microsoft’s chatbot – which was removed from Twitter after developing and sharing racist and sexist views.

Chatbots 49

Chatbots Customer Service Multichannel Technology 49

Eptica

MARCH 31, 2016

Being able to find answers to their questions quickly is therefore a vital part of the customer experience. According to the latest Eptica Multichannel Customer Experience Study , the good news is that most companies understand this, with the web remaining the strongest channel for providing accurate answers to consumer queries.

Multichannel 49

Multichannel Entertainment Customer Service Banking 49

Eptica

DECEMBER 6, 2017

What does this mean for customer experience and customer service? How can brands ensure that they understand the needs of connected consumers and are delivering an experience that meets their increasing demands? You might also be interested in these posts: The changing face of European Customer Experience.

Best practices 49

Best practices Customer centricity Personalization Marketing 49

Eptica

JUNE 15, 2016

This has a major impact on the customer experience – consumers increasingly choose companies that value their time and minimize the effort they need to put in when making a purchase or finding out information. Published on: June 15, 2016. Analyst research backs this up. Share this page on: Tweet.

Self service 51

Self service Multichannel Contact Center Feedback 51

Eptica

NOVEMBER 21, 2018

The key is delivering a customer experience that engages consumers and builds loyalty, particularly online. According to Forrester by 2020 almost half of global retail sales will be via the web – with $2 trillion spent via ecommerce in 2017 alone. The importance of trust to customer experience in 2019.

Multichannel 62

Multichannel Best practices Surveys Sales 62

Eptica

FEBRUARY 9, 2016

Despite the growth of other digital channels, such as social media and chat, it continues to thrive – 69% of people still want to contact companies through email , according to Forrester. In some sectors (such as retail), email makes up 30% of customer service interactions. Share this page on: Tweet.

Customer Service 52

Customer Service Multichannel Self service Contact Center 52

Eptica

AUGUST 21, 2019

According to Forrester, 44% of online consumers say having questions answered by a live person during an online purchase is one of the most important features a web site can offer. To learn how vecko can increase actionable insight from customer conversions and book a demo click here. Proactive chat goes a step further.

Advertising 66

Advertising Best practices Upselling Analytics 66

Eptica

FEBRUARY 13, 2019

Author: Taoufik Massoussi - Product Manager & Head of AI One of the biggest challenges for Voice of the Customer (VoC) programs is ensuring that they deliver tangible ROI for a business. Companies today face two key imperatives – meeting growing customer expectations and ensuring they operate efficiently and effectively.

Surveys 62

Surveys Feedback Metrics Best practices 62

SharpenCX

MAY 11, 2021

Forrester research shows that remote work is here to stay. To help you create a work from home call center that exceeds customer expectations, we turned to a team of experts. We asked customer experience leaders and consultants to weigh in on the challenges they’ve seen with work from home call centers.

Call Center 67

Call Center Consulting Consulting Contact Center 67