Beyond Philosophy

JUNE 11, 2015

Walmart, has been considering development of its own ‘house’ bank, which would provide even more customer data. In place of a loyalty program, Asda believes it provides customers with what they want most, a “great multichannel retail experience”. Personal Note: Geographically, Acme is the closest supermarket to my home.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

Eptica

FEBRUARY 12, 2016

The six monthly study, which is based on the views of 10,000 customers, has improved by 1 point since January 2015 but is still well below the January 2013 peak of 78.2. The utility industry has the fastest improving scores when it comes to customer satisfaction, while banks and building societies dropped by 0.4

Multichannel 49

Multichannel Customer Service Banking Contact Center 49

RichCall

SEPTEMBER 13, 2017

ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. personalization. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. It’s good because companies will have much more data to personalize our experiences. of companies. omnichannel.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64