VirtualPBX

APRIL 10, 2024

Contact centers play a crucial role in enhancing customer experience, building brand loyalty, and improving overall customer satisfaction levels. They are utilized by a wide range of industries including insurance, banking, retail, healthcare, and technology, among others. The post What is a Contact Center?

Contact Center 59

Contact Center Wait times CRM Healthcare 59

Beyond Philosophy

DECEMBER 12, 2016

A survey by CFI group , global leaders for providing customer feedback, conducted a holiday retail report sponsored by Radial, an Omni channel commerce technology and operations provider. These results show us what the customers say their expectations are for their online shopping experience.

Consulting 392

Consulting Consulting Sales Customer Experience 392

Fonolo

JANUARY 17, 2019

At a healthy 75 years’ old, the Scandinavian born-and-bred brand has well surpassed middle-age and earned its place among retail royalty, continuing to thrive and expand its utilitarian-while-whimsical offerings into the online world. Here’s how IKEA helps us to ‘live unboring’ IKEA: The In-Store Experience.

Customer Experience 111

Customer Experience Gamification Contact Center Technology 111

Eptica

NOVEMBER 22, 2017

Date: Wednesday, November 22, 2017 The 5 rules of Retail Christmas Customer Experience. Big retail adverts are hitting the screen, with UK companies spending an estimated £6 billion to reach shoppers as they fight to differentiate themselves from competitors. Published on: November 22, 2017.

Customer Experience 73

Customer Experience Best practices Benchmark Self service 73

Eptica

AUGUST 23, 2017

Date: Wednesday, August 23, 2017 Instant messaging and customer experience in Asia. Author: Vincent Giraud As I’ve discussed in previous blogs , consumers in Asia are leading the way when it comes to technology adoption, helping to drive rising expectations of the experience they receive from brands.

Customer Experience 100

Customer Experience Chatbots Transportation Airlines 100

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

Beyond Philosophy

FEBRUARY 22, 2018

Apple said the slowdown was intended to preserve battery life and prevent unexpected shutdowns, but critics suspected that Apple was throttling phone performance in its older models to get people to upgrade to the new iPhone x (which carries a $1000 price tag). Poor Communication Leads to Unhappy Customers. Will Apple Suffer Long-Term?

Consulting 326

Consulting Consulting Customer Experience 326

aircall

SEPTEMBER 28, 2018

Wherever the map leads, though, the brand will always depend on its customer experience to drive success. When Michael Vroom first joined UNTUCKit as Customer Service Director, the team was making do with a hodgepodge of different support tools. Women and kids. Brick-and-mortar. Know Thy Kustomer.

Customer Experience 89

Customer Experience First call resolution industry standards Benchmark 89

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

OCTOBER 30, 2015

Date: Friday, October 30, 2015 Which sectors offer the worst customer experience? Author: Pauline Ashenden While all industries need to ensure they are delivering an excellent customer experience, some seem to be intrinsically better at it than others. What makes customer experience difficult?

Customer Experience 75

Customer Experience Transportation Multichannel Wireless 75

Eptica

MAY 9, 2018

Date: Wednesday, May 9, 2018 Author: Pauline Ashenden When times are tough, retailers must prioritize customer experience. Author: Pauline Ashenden The UK retail sector is undergoing unprecedented change, with many long-established high street brands closing or having to cut back their number of stores.

Customer Experience 50

Customer Experience Chatbots Self service Best practices 50

Eptica

MAY 16, 2018

Date: Wednesday, May 16, 2018 Author: Anne-Claire Bellec How artificial intelligence can transform your customer experience. It can improve the experience across the entire journey, help brands differentiate the service they provide, increase efficiency and enable a customized approach that meets individual needs.

Customer Experience 69

Customer Experience Chatbots Self service CRM 69

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

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 11, 2015

Date: Wednesday, November 11, 2015 Comparing the retail customer experience in the United States and United Kingdom. Author: Pauline Ashenden Thanks to the internet, retail is a global industry, with companies now facing competition from peers around the world. retailers – against just 58% in the UK.

Multichannel 75

Multichannel Customer Experience Self service Advertising 75

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. You might also be interested in these posts: Why customer experience needs to be led from the top.

Customer Experience 55

Customer Experience Government Self service Best practices 55

Eptica

APRIL 12, 2017

Date: Wednesday, April 12, 2017 Shaping the future of customer experience. Author: Olivier Njamfa Given its importance to the bottom line, customer experience is high on the priority list of CEOs, CMOs and CIOs alike. Published on: April 12, 2017.

Customer Experience 55

Customer Experience Best practices Customer centricity Technology 55

TechSee

JULY 31, 2019

These include the military, industrial, healthcare, automotive, data and retail domains. Customer Experience – the Killer App. Computer Vision can be a force multiplier in retail, providing valuable insights into customer behavior and aiding both upselling and cross selling. Let’s explore a few.

Automotive 149

Automotive Healthcare Self service Transportation 149

SharpenCX

SEPTEMBER 2, 2020

Download Now: Use the data that lives in your contact center to inform your customer experience strategies. Apply what you can to your business model, and use the rest as inspiration to think up new ways to streamline your customer experience. Read More] Learn how Warby Parker mastered omnichannel retailing.

Customer Experience 67

Customer Experience Best practices Contact Center Technology 67

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

OCTOBER 31, 2018

Date: Wednesday, October 31, 2018 Author: Pauline Ashenden - Marketing Manager Delivering public sector customer experience at a time of change. Citizens expect the same level of innovation, high-quality experience and range of channels when engaging with a local council as interacting with an e-commerce retailer.

Customer Experience 66

Customer Experience Chatbots Self service Best practices 66

Eptica

MARCH 14, 2018

Date: Wednesday, March 14, 2018 How do UK banks rate on customer experience? Government legislation is committed to making it easier than ever for customers to change banks and interest rates remain low, meaning that service is a primary differentiator between companies. Published on: March 14, 2018.

Banking 49

Banking Customer Experience Multichannel Government 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

NOVEMBER 1, 2017

Date: Wednesday, November 1, 2017 UK brands struggling with digital customer experience. But many companies – and even whole industry sectors - are struggling to cope with the sheer volume of customer contacts and queries. That’s one of the main conclusions of the 2017 Eptica Multichannel Customer Conversation Study.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49

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. After all, if they are dissatisfied with the service from one retailer, another is only a click away.

Customer Experience 50

Customer Experience Multichannel Benchmark Banking 50

Win the Customer

AUGUST 8, 2023

Artificial Intelligence (AI) can be a transformative tool for businesses to collect, analyze, and act upon customer feedback in real-time, leading to continuous improvement in customer experience. In today’s hyper-competitive business landscape, understanding and meeting customer expectations is paramount for success.

Feedback 52

Feedback Chatbots Analytics Personalization 52

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. Share this page on: Tweet.

Customer Experience 62

Customer Experience Automotive Self service Marketing 62

CSM Magazine

JUNE 25, 2021

David Grimes, CEO and Founder of Sorted offers some key tips to retailers on how to reduce high WISMO and WISMR contact rates while at the same improving the customer experience. Online retail is booming like never before. The cost of WISMOs. Top 3 tips to reduce WISMOs. Call deflection. Self-service and automation.

Average Handle Time 76

Average Handle Time Self service Chatbots Customer Experience 76

Eptica

MARCH 31, 2017

Date: Friday, March 31, 2017 5 key findings on the state of UK retail customer experience. Author: Pauline Ashenden Digital transformation has radically disrupted the retail sector. Barriers to entry have dropped, competition has increased, and customer expectations continue to rise. Published on: March 31, 2017.

Customer Experience 49

Customer Experience Surveys Self service Service level 49

Beyond Philosophy

FEBRUARY 17, 2016

Studies have shown that people sound out syllables when they read a price tag. Our customer experience evaluations tell us that in general, over 50 percent of a customer’s experience is based on emotion, but that number can vary greatly depending on your business, your customers and your products.

Consulting 275

Consulting Consulting Customer Experience Personalization 275

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

DECEMBER 23, 2016

Date: Friday, December 23, 2016 The cost of ecommerce delivery problems to the customer experience. This last leg of the ecommerce customer experience has always been hard for retailers to control. Published on: December 23, 2016. However, given the volume of parcels, problems can occur.

Customer Experience 51

Customer Experience Multichannel Marketing Customer Service 51

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

Ann Michaels and Associates

OCTOBER 13, 2021

What is a Retail Audit? “Fundamentally, a retail audit evaluates the condition of your retail location using hard data. ” Keep in mind that with all of this comes the opportunity to evaluate the customer experience. Industry Today explains it as follows.

Government 45

Government Sales Analytics Feedback 45

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Author: Robin Tandon While the peak season for retailers isn’t yet over, many companies are already taking stock and looking at their performance, as well as studying the wider trends that emerged in the run up to Christmas 2015.

Customer Experience 49

Customer Experience Multichannel Self service Contact Center 49

Eptica

NOVEMBER 16, 2016

Date: Wednesday, November 16, 2016 How does customer experience affect sales growth? Author: Neil Cox Customer experience has been front of mind for marketing and customer service professionals for a number of years, but does it really have a big impact on the bottom line? Published on: November 16, 2016.

Sales 54

Sales Customer Experience Multichannel Airlines 54

Eptica

NOVEMBER 13, 2015

Date: Friday, November 13, 2015 7 ways banks can transform customer experience. These companies are often built on innovative technology that means they can carry out transactions faster, smarter and more efficiently, than rivals, while delivering a superior customer experience. Published on: November 13, 2015.

Banking 77

Banking Customer Experience Finance Multichannel 77