Revation Systems

JANUARY 15, 2020

As technology continues to impact the banking industry today, a shift is beginning to occur in consumer behavior. This statistic is indicative of the sheer strength that digital banking has today – especially for the younger generations of consumers like Millennials and Gen Z. Digital Banking as One Piece of the Puzzle.

Banking 62

Banking Healthcare Multichannel Surveys 62

Avaya

NOVEMBER 8, 2017

So, how will the bank branch be impacted? We have an idea of where bank branch digital transformation is headed…. In 2016, Ernst & Young introduced its Banking Relevance Index (BRI), designed to measure the importance of traditional banks to customers’ lives. But this hasn’t stopped demand for traditional banking.

Banking 40

Banking Multichannel Customer advocacy Upselling 40

Eptica

SEPTEMBER 10, 2015

To find out, the Eptica Multichannel Customer Experience Study evaluated their performance at answering routine questions over email , Twitter , chat, and on their websites. As well as electronics manufacturers, nine other sectors were surveyed in the overall study, including banking , telecommunications and retail.

Multichannel 76

Multichannel Customer Service Banking Self service 76

Eptica

JUNE 3, 2016

Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. All smartphones have geolocation built in, enabling you to offer them specific content, such as directions to your bank branch, based on where they are in the world.

Customer Service 56

Customer Service Multichannel Airlines Self service 56

Eptica

NOVEMBER 1, 2017

That’s one of the main conclusions of the 2017 Eptica Multichannel Customer Conversation Study. Chat is now a mainstream channel 65% of consumers are happier using chat now than five years ago , a fact mirrored by nearly half (49%) of companies advertising chat facility on their website (up from just 13% in 2014).

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49

Eptica

JANUARY 27, 2016

Back in 2014, Comcast found this when a customer looking to cancel published an audio recording of one of its agents refusing to let him do so. However there is a fine line between delivering this and overstepping the mark and being too informal , particularly in industries such as banking or government. Share this page on: Tweet.

Customer Service 50

Customer Service Multichannel Contact Center Government 50

CSM Magazine

MARCH 7, 2016

The Eptica Multichannel Customer Experience Study, released today, evaluated 100 leading UK companies on their ability to provide answers to 10 routine questions via the web as well as their speed and accuracy when responding to email, Twitter, Facebook and chat, repeating research carried out since 2011. very same query on email.

Multichannel 40

Multichannel Entertainment Customer Service Banking 40