CSM Magazine

SEPTEMBER 24, 2019

Insurers are the least trusted companies in the UK and are unable to answer over half of routine questions successfully, according to research commissioned by digital customer experience technology provider, Eptica. Poor performance and focus on social media damages trust and risks future revenues.

Customer Service 45

Customer Service Automotive Banking Airlines 45

Fonolo

JUNE 27, 2019

Open enrollment is one of the busiest and most stressful times of the year for healthcare insurance providers and consumers alike. In fact, many healthcare insurers start planning for open enrollment the minute the last season has come to a close. After all, this is how customer relationships are made or broken.

Call Center 57

Call Center Healthcare Self service First call resolution 57

Eptica

JUNE 7, 2017

Date: Wednesday, June 7, 2017 How the insurance sector is failing to rise to the digital CX challenge. Competition is rife and customer loyalty is declining with consumers keen to shop around to find the best deals. The one weapon that insurance brands can wield to meet the challenge is customer experience.

Multichannel 49

Multichannel Marketing Personalization Surveys 49

Clarabridge

SEPTEMBER 21, 2017

For better or worse ‘Customer Experience’ has become one of the most talked about fads in business circles. I wouldn’t go as far as calling it fake news, but some consultancies and technology providers are seriously neglecting the holistic perspective in favour of pushing their particular slant on the CX revolution.

Average Handle Time 45

Average Handle Time Metrics Customer emotions Consulting 45

InGenius

DECEMBER 19, 2019

From the small moments to the landmark events, the thread that joined them all was our clear and unwavering focus on helping our customers do more, coupled with a commitment to innovation and transformation to lay the groundwork for future success. Contact Center Productivity: Transforming the omni-channel customer experience.

Contact Center 98

Contact Center Customer centricity Enterprise Finance 98

CSM Magazine

JUNE 12, 2020

Emergent technologies have forever changed traditional customer service support. Lampton look at the state of customer service in the digital age. Rising customer expectations and increasing brand loyalty competition are driving the need to provide greater value-driven service to both consumers and stakeholders.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52

Pointillist

JUNE 15, 2018

What’s better than acquiring one new customer? The answer isn’t acquiring two new customers. Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention?

Customer retention 110

Customer retention Analytics Airlines Personalization 110