Eptica

AUGUST 19, 2015

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. Date: Wednesday, August 19, 2015 Robots – the future of customer service? Published on: August 19, 2015. Share this page on: Tweet.

Customer Service 85

Customer Service Self service Wireless Customer emotions 85

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

JANUARY 8, 2020

Four reasons why email is on the rise Despite the growth of new channels, research from Forrester demonstrates that email is still central to how consumers communicate with brands. In this post, Steve Nattress explains how you can build an effective knowledge strategy to underpin CX success.

Customer centricity 65

Customer centricity Self service Marketing Customer Experience 65

Eptica

OCTOBER 16, 2015

Providing an excellent customer experience is a journey, and new research from Forrester has found that many European companies are just getting started on customer experience improvement. Engage with customers Forrester points to the importance of emotion to building long term customer relationships. Share this page on: Tweet.

Customer Experience 75

Customer Experience Multichannel Banking Customer centricity 75

Eptica

DECEMBER 2, 2016

Against this backdrop, and with fierce competition from online marketplaces such as Amazon and eBay, Forrester Research believes that retailers must now deliver rich, personalized customer experiences to win and retain customers both now and moving into 2017. Share this page on: Tweet.

Multichannel 72

Multichannel Personalization Accountability Customer Experience 72

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. Forrester’s report sets out three principles for creating future employee experiences that incorporate AI.

Customer Service 58

Customer Service Chatbots Best practices Analytics 58

Eptica

NOVEMBER 20, 2019

Analysis from Forrester bears this out – it found that revenues from CX leaders grew 14% faster on average when compared to CX laggards. 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.

Customer centricity 69

Customer centricity Best practices Consulting Consulting 69

Eptica

NOVEMBER 9, 2016

Applying this model across five APAC countries (Metropolitan India, Metropolitan China, South Korea, Australia and Japan) Forrester’s research found that the majority of consumers are looking for innovation from the brands they deal with. Share this page on: Tweet. Share this page on: Tweet.

Multichannel 72

Multichannel Self service Personalization Customer Experience 72

Return Customer

MAY 24, 2022

Agents can tag their peers, so they are informed about the issue and the customer. According to Forrester , 66% of customers say that valuing their time is the most important thing a company can do to provide good service. Categorize queries and automatically route them to the relevant agent or department. Slow response times.

Chatbots 67

Chatbots Interactive Voice Response Best practices Customer retention 67

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. Share this page on: Tweet. Share this page on: Tweet.

Multichannel 50

Multichannel Wireless Self service Contact Center 50

Eptica

NOVEMBER 16, 2016

Forrester Research analyst Harley Manning has tested out multiple ways to find this proof. In a recent Forrester podcast about this latest European study, Manning touches again on the conditions that need to exist if CX is going to have an effect on revenue growth: 1. Share this page on: Tweet.

Sales 54

Sales Customer Experience Multichannel Airlines 54

Eptica

FEBRUARY 27, 2019

Outside In: The Power of Putting Customers at the Center of Your Business By Harley Manning and Kerry Bodine Based on fourteen years of research by customer experience analysts at Forrester Research, Outside In delivers a complete roadmap to attaining the experience advantage, and driving greater loyalty and revenues.

Journey mapping 93

Journey mapping Best practices B2B Sales 93

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. To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback.

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

Eptica

JULY 26, 2017

72% of companies surveyed by Forrester said improving customer experience was their top business priority, while in Gartner research, CEOs listed customers as their second biggest focus , ahead of workforce, and just behind growth. Share this page on: Tweet.

Chief Customer Officer 78

Chief Customer Officer Customer Experience Airlines Best practices 78

Eptica

AUGUST 11, 2015

This is backed up by new research by Forrester. In Forrester’s report Understanding the Impact of Emotion on Customer Experience , analyst Megan Burns describes four important insights about emotional engagement that brands will have to pay attention to if they want to drive loyalty: 1. Share this page on: Tweet.

Contact Center 88

Contact Center Customer Service Metrics Customer Experience 88

Eptica

SEPTEMBER 30, 2016

For example, recent research from Forrester found that companies across five sectors with higher CX scores outperformed their rivals in revenue growth. Efficiency is still vital, but needs to be balanced with delivering an excellent customer experience that helps differentiate businesses from their rivals. Share this page on: Tweet.

Customer Service 60

Customer Service Multichannel Contact Center Best practices 60

Eptica

OCTOBER 28, 2016

Consumers increasingly see it as a vital part of the sales process - Forrester Research found that "44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a web site can offer. Share this page on: Tweet. Share this page on: Tweet.

Sales 79

Sales Multichannel Abandon rate Upselling 79

Eptica

DECEMBER 16, 2016

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. Yet, Forrester’s analysis, based on its CX Index scores, reveals that even the best companies are failing to achieve this. Share this page on: Tweet. Share this page on: Tweet.

Multichannel 49

Multichannel Metrics Benchmark Contact Center 49

Eptica

JANUARY 20, 2016

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. Looking further ahead, Forrester sees products themselves containing self-service capabilities to automatically provide information to users.

Customer Service 49

Customer Service Self service CRM Analytics 49

Eptica

JUNE 24, 2016

Drilling down to the part the CX plays requires deep analysis, and this is something that Harley Manning of Forrester Research has been working on for several years. Business success depends on a wide variety of factors and it can be hard to isolate customer experience in dollar figures. Share this page on: Tweet.

Customer Experience 50

Customer Experience Multichannel Airlines Self service 50

Eptica

APRIL 5, 2016

Analyst reports back this up – research from Forrester found that companies with superior customer experience demonstrate improved revenue growth, while Gartner analysis predicted that by 2016 89% of companies expect to compete on the experience they offer. What can UK organizations do to fill this gap? Share this page on: Tweet.

Chief Customer Officer 49

Chief Customer Officer Multichannel Contact Center Marketing 49

Eptica

SEPTEMBER 3, 2015

Author: Anne-Merete Jensen Categorie(s): Agent Knowledge Base Contact Center Customer Engagement Customer Experience Customer Service Forrester Knowledge Management Multichannel Customer Service Social Media In competitive markets, customer service is often the most important differentiator. Share this page on: Tweet.

Contact Center 68

Contact Center Chief Customer Officer Multichannel Customer centricity 68

Eptica

JUNE 21, 2017

Analysis by Harley Manning of Forrester, comparing companies in five different industries, found that revenues grew dramatically faster in CX leaders than at laggards – on average by 14%. CX is at the heart of differentiating yourself from the competition , whatever sector you are in, and key to retaining customers.

Customer Experience 63

Customer Experience Self service Best practices Metrics 63

Eptica

MARCH 11, 2016

Author: Derek Lewis Forrester recently reported that 69% of people still want to contact companies through email. Date: Friday, March 11, 2016 How good are UK brands at email customer service? Published on: March 11, 2016. Share this page on: Tweet.

Multichannel 49

Multichannel Customer Service Banking Metrics 49

Eptica

AUGUST 24, 2016

Even the best performers can stagnate or move backwards – in the recent Forrester 2016 US Customer Experience Index ten brands that were previously ranked in the top 5% for CX saw their scores drop measurably , with four of them falling out of the top 5% completely. Share this page on: Tweet.

Customer Experience 49

Customer Experience Multichannel Banking Consulting 49

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 16, 2016

In a recent Forrester blog and podcast, analyst Maxie Schmidt-Subramanian outlines three ways that companies can introduce emotion-based metrics – and convince senior managers that emotion has an impact on the bottom line: 1. So, how can brands ensure they are taking emotion into account? Share this page on: Tweet.

Customer Experience 49

Customer Experience Multichannel Metrics Contact Center 49

Eptica

NOVEMBER 27, 2015

That’s why Forrester predicts that getting it right on these ‘mobile moments’ will be critical for companies in 2016. Forrester found that 84% of time per month is spent on five or fewer apps, a concentration it expects to continue. Share this page on: Tweet.

Customer Experience 51

Customer Experience Multichannel Advertising Banking 51

Eptica

FEBRUARY 26, 2016

All of these show the importance of making the whole customer interaction easy and tailored – something that Forrester is highlighting in its new omnichannel playbook. It also emphasizes the need to benchmark against competitors. Share this page on: Tweet.

Customer Experience 50

Customer Experience Multichannel Benchmark Banking 50

Eptica

MARCH 31, 2016

Demonstrating this trend, research from Forrester found that more people are now using self-service than are calling an organization. So it’s essential that brands continually invest in improving self-service functionality and experience they offer in order to satisfy and retain customers moving forward. Share this page on: Tweet.

Multichannel 49

Multichannel Entertainment Customer Service Banking 49

Eptica

OCTOBER 23, 2019

Forrester analyst Harley Manning found that companies with higher CX scores outperformed their rivals in the same industry when it came to revenue growth. 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

JUNE 15, 2016

73% of consumers say that valuing their time is the most important part of good customer service, according to Forrester and over half (53%) of respondents said they’d abandon an online purchase if they couldn’t find a fast answer to their query. Analyst research backs this up. Share this page on: Tweet.

Self service 51

Self service Multichannel Contact Center Feedback 51

Eptica

DECEMBER 6, 2017

No wonder that analysts such as Forrester rate emotion as the key area where brands need to improve the customer experience. They want a personalized service that understands their individual needs and reinforces key emotional motivators such as self-identity, freedom and security. Share this page on: Tweet.

Best practices 49

Best practices Customer centricity Personalization Marketing 49

Eptica

NOVEMBER 21, 2018

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. How can they ensure that they thrive, rather than going the way of businesses such as Toys R Us and Sears?

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

Comm100

JANUARY 21, 2021

A study by Forrester Research found that live chat customer service is 17-30% cheaper than phone support. Using pre-chat surveys you can also categorize leads and save contact information, and when a conversation ends, use the wrap-up feature to tag hot leads for follow-up. The reasons for this are simple. Boost customer loyalty.

Surveys 98

Surveys Marketing Customer Support Sales 98

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. Covers proactive and reactive Reactive chat, initiated by the consumer, delivers real benefits as it allows them to ask questions when they require it.

Advertising 66

Advertising Best practices Upselling Analytics 66