Netomi

SEPTEMBER 3, 2022

Due to a last-minute cancellation, a traveler from Vancouver, BC was forced to book a flight that cost four times the amount of her original ticket ($960 CAD instead of the original $250 CAD). Such stories are all too common today, as staffing shortages, coupled with soaring demand for travel, have taken their toll on the industry.

Airlines 98

Airlines Transportation Multichannel Government 98

Eptica

MAY 14, 2021

Date: Friday, May 14, 2021 Author: Pauline Ashenden - Demand Generation Manager Successfully embracing AI for customer service. Author: Pauline Ashenden - Demand Generation Manager How can artificial intelligence help deliver a better customer experience and how far down the path to AI has the industry travelled?

Customer Service 72

Customer Service Chatbots Marketing Customer Experience 72

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). These insights demonstrate that brands need a consistent information strategy, with one centralised knowledge base shared between all customer channels.

Customer Experience 111

Customer Experience Brand ambassadors Banking Airlines 111

Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? All of this has fundamentally reshaped the industry and put pressure on delivering a more efficient and superior, personalized experience to customers. Published on: April 18, 2018.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49

Eptica

DECEMBER 19, 2018

Date: Wednesday, December 19, 2018 Author: Anne-Claire Bellec - Marketing Director How good is Santa at Customer Experience? Given how close we are until Christmas Day, we thought it would be a good opportunity to measure how good the man in red’s customer experience actually is. Can your customers trust you?

Customer Experience 65

Customer Experience Best practices Feedback Analytics 65

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

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 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

aircall

AUGUST 22, 2022

Whether you’re working in sales or support, delivering a memorable and meaningful customer experience is everything. After all, o rganizations that prioritize a great customer experience outperform those that don’t. When on calls, they can take notes and add tags, and everything instantly syncs up with Salesforce.

Call Center 62

Call Center Analytics Interactive Voice Response CRM 62

Customer Service Life

FEBRUARY 4, 2021

In my role as the Customer Experience Manager for FruitStand, it is my job to understand the impact of the experiences. Staying on top of trends with Tags. Tags might be one of my love languages. At FruitStand, we tag every inquiry that comes through on every channel.

Advertising 92

Advertising Metrics Feedback Customer Service 92

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

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

MAY 9, 2018

Date: Wednesday, May 9, 2018 Author: Pauline Ashenden When times are tough, retailers must prioritize customer experience. More demanding consumers In such a competitive market, the customer experience delivered by retailers is key to helping them differentiate themselves, preserve margins and increase loyalty.

Customer Experience 50

Customer Experience Chatbots Self service Best practices 50

Eptica

SEPTEMBER 28, 2016

Date: Wednesday, September 28, 2016 Why making it memorable is key to customer experience success. Author: Steve Nattress Consumers are constantly undergoing new experiences, but very few leave a lasting impression, with only those that are truly memorable remaining in our brains. Published on: September 28, 2016.

Customer Experience 60

Customer Experience Multichannel Surveys Customer Service 60

Fonolo

SEPTEMBER 6, 2018

Technological advancements geared for customer support can help front-line humans deliver better customer experiences. This lessens travel expenses (both temporal and financial), and videos can be conveniently created and uploaded from the agents’ smart phones. 24x7x365 availability and customer support is the new normal.

Customer Support 139

Customer Support Contact Center Benchmark contact center solutions 139

Eptica

OCTOBER 16, 2019

Date: Wednesday, October 16, 2019 Author: Pauline Ashenden - Marketing Manager Travel – dealing with a crisis. Over 140,000 customers have had to be brought home from their destinations at a cost of £100 million , in the UK’s largest peacetime repatriation. Travel companies languished at the bottom of the table.

Airlines 56

Airlines Benchmark Self service Marketing 56

Eptica

SEPTEMBER 20, 2017

Date: Wednesday, September 20, 2017 How AI can deliver a personalized and predictive customer experience. Author: Vincent Giraud Customers are ever-more demanding, and want fast, high quality and above all personalized service from the organizations that they deal with. How text analytics delivers customer experience value.

Personalization 49

Personalization Customer Experience Analytics Government 49

TechSee

JULY 31, 2019

As Deep Learning algorithms evolve, they are largely replacing the manual tagging process through an approach known as the crowdsourcing of expertise – the automatic real-time collection and tagging of data generated by professionals as they go about their everyday work. Customer Experience – the Killer App.

Automotive 149

Automotive Healthcare Self service Transportation 149

Eptica

JANUARY 15, 2016

Date: Friday, January 15, 2016 Insurance, the Internet of Things and customer experience. This has dramatically changed how insurers operate , and increased the focus on the customer experience as companies look to engage with consumers and retain their business. Published on: January 15, 2016.

Customer Experience 52

Customer Experience Multichannel CRM Analytics 52

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

aircall

JUNE 25, 2018

But as 110 inches of snow blanketed the city throughout the 2014-2015 season, one nearby travel agency was struggling to take advantage of local wanderlust. Working in the international tourism industry naturally requires frequent travel as well. This simple convenience has a significant impact on customers.

Morale 59

Morale CRM Call Center Personalization 59

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

CSM Magazine

MARCH 31, 2020

The first is that customer service leaders feel pressured by their C-level teams to acquire this burgeoning technology, which they assume is a kind of “off-the-shelf” “plug-and-play” solution. For many businesses, a chatbot can be a way to add the same intelligence to their customer service offering. It’s not.). Which it needn’t be.).

Chatbots 72

Chatbots Contact Center Banking Accountability 72

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. This increases the focus on delivering an excellent customer experience to consumers, wherever they are located, if companies are going to have meaningful, engaged conversations with their audiences. Published on: April 27, 2016.

Multichannel 49

Multichannel Customer Experience Transportation Self service 49

CSM Magazine

JULY 13, 2022

The second a customer begins looking for services and products, there is an opportunity for them to interact with your brand. Your customer journey is composed of a set of touchpoints. Your customers travel through such touchpoints that result in them buying. Customers always love engaging with your brand organically.

Advertising 69

Advertising Journey mapping Engineering Self service 69

aircall

FEBRUARY 16, 2018

Add context to a live call via comments and tags. Say hello at an upcoming event as the Salesforce World Tour travels to Boston and New York. The post Aircall Takes (Another) Top Prize At Salesforce Demo Jam appeared first on Customer Experience & Cloud Call Center | Aircall Blog. …All in a matter of 3 minutes.

Call Logging 48

Call Logging Call Center Metrics Personalization 48

Horizon CX

JULY 6, 2014

As a Customer Experience Professional, customer experience is. always in mind and I naturally react to any and all personal experiences. sticks out as a highlight in terms of customer experience during this vacation, you ask? Our baggage claim tags were attached to our. It was the first.

Customer Experience 40

Customer Experience Coaching Personalization Customer Service 40

BlueOcean

JUNE 13, 2019

Equally important is a grasp of common pop culture references, favorite sports teams, or the latest blockbuster hits – it’s these small details that turn everyday interactions into exceptional customer experiences. Though the quality of the customer experience trumps most arguments about price, ROI is still important to your business.

Contact Center 75

Contact Center outsourcing Education Personalization 75

Horizon CX

JULY 6, 2014

As a Customer Experience Professional, customer experience is always in mind and I naturally react to any and all personal experiences throughout my daily existence. What sticks out as a highlight in terms of customer experience during this vacation, you ask? Please allow me to elaborate.

Customer Experience 40

Customer Experience Coaching Personalization Customer Service 40

Eptica

MARCH 21, 2019

In this study, we focused on fashion, food and drink, travel, insurance and banking brands. Three travel brands answered 100% of queries on the web, but two others managed just 40%. Otherwise, they face being swept aside by the new breed of agile digital disruptor brands who are heavily focused on customer experience.

Multichannel 80

Multichannel Banking Self service Surveys 80

Eptica

JUNE 16, 2020

Many consumers have gone online for the first time or are doing more on the web, leading to a rise in customer service queries across many sectors. At the same time companies in industries such as travel have been hit hard by lockdowns and increased travel restrictions. Share this page on: Tweet.

Best practices 63

Best practices Technology Management Marketing 63

Eptica

APRIL 15, 2020

When things return to normality consumers will remember positively the businesses that were helpful and supportive in their times of need - and won’t forget those companies that didn’t provide the experience they expected and required. Learn more at www. com / en /.

Surveys 95

Surveys Best practices Analytics Feedback 95

Eptica

JANUARY 29, 2016

Author: James Gladwish Since the days of coaching inns, providers of accommodation have had to focus on delivering the right customer experience to their guests. Today, the customer experience is even more vital to staying in business for the hotel sector. I think it comes down to four areas: 1. Share this page on: Tweet.

Customer Service 56

Customer Service Coaching Contact Center Feedback 56

Eptica

JULY 21, 2019

Author: Guest author: Adrian Swinscoe I believe that the customer experience (CX) space is becoming like prog rock in the 1970s…… overly technical, too elaborate and complicated, inwardly focused, a little exclusive and in danger of disappearing up it’s own a. Published on: July 24, 2019. I think so.

Best practices 86

Best practices Multichannel Benchmark Surveys 86

Eptica

OCTOBER 31, 2019

travel from January onwards , finance around the end of the tax year and the public sector around specific regulatory deadlines. Listen, understand and act Customer experience needs to be constantly improving and innovating, and that is particularly true at peak. Travel – dealing with a crisis. Share this page on: Tweet.

Customer centricity 62

Customer centricity Self service Best practices Finance 62

Eptica

NOVEMBER 27, 2019

Establish a self-service strategy that prioritizes resolution, not channel choice Ensure leadership and management time is devoted to overseeing the role played by self-service and align resources with those channels that actually resolve customers’ queries, rather than simply providing a wider channel choice. Share this page on: Tweet.

Self service 97

Self service Best practices Management Surveys 97

CSM Magazine

AUGUST 14, 2020

It’s impersonal, expected, and detached from the unique customer experience; they don’t offer much value for the customer who is suggesting feedback. For example, NetHunt CRM allows its users to tag customers, segment them by certain criteria, create dedicated lists, and send personalised messages based on that.

CRM 85

CRM Customer retention Feedback Sales 85