Eptica
SEPTEMBER 30, 2015
It shows there has been scant change to customer service levels, with no overall improvement since 2013. The 2015 Eptica Multichannel Customer Experience Study found that over half of routine customer questions were not answered successfully on digital channels by top UK brands , with little improvement since 2014.
Callminer
FEBRUARY 21, 2018
Lauren Stafford is a Digital Publishing Specialist at Discover CRM. Call centers can forget about the importance of implementing a system that integrates well with their current CRM solution. Craig joined Software Advice in 2013 after two years as CMO and service strategist for the U.S. @discover_crm. Craig Borowski.
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CX Journey
APRIL 7, 2015
Image courtesy of dsearls Today''s post is a modified version of a post I originally wrote for Confirmit in March 2013. That is the risk we run into with multichannel and cross-channel customer experiences. customer experience data journey map multichannel experience omnichannel voice of customer' Don’t worry! You''re not alone.
NobelBiz
MAY 25, 2023
In 2013, the CDP Institute was founded to help educate marketers about the technology and its benefits. These tools usually include a customer database and automation, as well as management resources for multichannel campaigns, real-time customer interactions, and more. Since then, the CDP market has grown rapidly.
CSM Magazine
DECEMBER 1, 2021
Who can forget that iconic front cover of TIME Magazine in May 2013 that screamed ‘Me, me, me generation – lazy, entitled narcissists?’ From the moment they are recruited, support young staff with technology that blends mobile and desktop applications with CRM and critical business systems. Think about how Millennials were treated.
Eptica
SEPTEMBER 10, 2015
For example the number of people who have used Twitter for customer service has increased by almost 70% since 2013, according to Forrester. However, the complexity of multiple digital channels, increasingly demanding consumers , and the sheer volume of interactions pose a major challenge to companies. Share this page on: Tweet.
RichCall
SEPTEMBER 13, 2017
ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. Of course, it took about 20 years for CRM to become an overnight success. Contact Center and CX Research and Reports. Lutz Remmers.
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