Eptica

MARCH 31, 2017

Date: Friday, March 31, 2017 5 key findings on the state of UK retail customer experience. Barriers to entry have dropped, competition has increased, and customer expectations continue to rise. The experience that retailers offer across digital channels is now crucial to winning and retaining customers.

Customer Experience 49

Customer Experience Surveys Self service Service level 49

Eptica

JANUARY 15, 2020

For example, 87% of brands surveyed by Eptica in 2011 offered email, this had fallen to just 64% in 2019. While this may save money in the short term, it is a false economy as dissatisfied customers either go elsewhere or switch to more costly channels such as telephony.

Customer Service 99

Customer Service Multichannel Best practices Analytics 99

Fonolo

AUGUST 15, 2019

This is the oft untold story of how Ryanair cleaned up its notorious customer service reputation by putting the customer first. The bombastic Ryanair boss Michael O’Leary declared in 2011, “there hasn’t been a war in Europe for 50 years, because they’re all too busy flying on Ryanair. Optimize Your Self-Service Channels.

Airlines 73

Airlines Customer Service Healthcare Morale 73

Avaya

NOVEMBER 8, 2017

In 2016, Ernst & Young introduced its Banking Relevance Index (BRI), designed to measure the importance of traditional banks to customers’ lives. After surveying financial service institutions across 32 markets worldwide, the firm reported an average global bank relevance score of 75%.

Banking 40

Banking Multichannel Customer advocacy Upselling 40

Enghouse Interactive

NOVEMBER 23, 2018

Some organisations will continue to use human service as a key part of their value proposition and differentiation, but most are bringing in a growing element of AI and automation as they move to a more self-service-based approach. Failing to use AI as an operational hub within your business.

Chatbots 40

Chatbots Self service Enterprise Coaching 40

CSM Magazine

MARCH 7, 2016

Twitter (48% success rate) and Facebook (44%) are both more accurate and faster at delivering responses, although a lack of consistency between channels is undermining the overall customer experience. This year saw a major growth in those advertising chat (up from 26% to 44%), though just 16% had it available when surveyed.

Multichannel 40

Multichannel Entertainment Customer Service Banking 40

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. self-service. connected customer journeys with 9 channels in most contact centers.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Comm100

NOVEMBER 13, 2022

This term is often used synonymously with omnichannel customer service, but it can also refer to a greater focus on engaging with customers at all stages of the buyer journey, rather than just providing customer support post-purchase. Now that we’ve answered the question “what is omnichannel customer service?”

Customer Service 85

Customer Service Multichannel Chatbots Healthcare 85