Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. In descending order the top 5 blogs were: 1.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

aircall

DECEMBER 7, 2017

Spotahome’s customer experience team needs to be responsive around the clock to consistently reach that result. Spotahome initially managed bookings through individual emails and Google groups when the business launched in early 2014. This was the beginning of our Customer Experience education,” Bueno admits.

Customer Service 90

Customer Service Multichannel Education Call Center 90

Avaya

NOVEMBER 8, 2017

Consider that only 14% of customers worldwide feel “extremely confident” in the banking industry , yet bank reliance remains strong. So strong, that the number of accounts at global financial institutions grew by 700 million between 2011 and 2014. Make the Branch the Core of Your Omnichannel Experience.

Banking 40

Banking Multichannel Customer advocacy Upselling 40

CX Journey

DECEMBER 16, 2014

It appeared on the site on September 15, 2014. Want to know the secret to customer retention? said they stopped doing business with a company due to poor customer experience. Know your customers. Simplify the customer journey and your processes along the journey. Appreciate the customers you have.

Customer retention 83

Customer retention Advertising Multichannel Metrics 83

Eptica

MARCH 4, 2016

Date: Friday, March 4, 2016 How good is the experience offered by UK brands? Author: Pauline Ashenden Over the past five years Eptica has regularly evaluated the multichannel customer experience offered by 100 of the UK’s biggest brands , across ten sectors. Consistency and multichannel service was also poor.

Multichannel 50

Multichannel Self service Advertising Surveys 50

Eptica

DECEMBER 11, 2015

In this previous blog we discussed the key trends in the United States. In this post we will focus on the UK results of the 2015 Eptica Retail Black Friday Customer Experience Study in which there were three main findings: 1. To read more about the US research, simply click here. Share this page on: Tweet.

Customer Service 49

Customer Service Multichannel Self service Contact Center 49

Avaya

APRIL 3, 2017

An estimated $6 trillion in global revenue is up for grabs due to dissatisfied customers constantly switching providers, seeking a better customer experience—CX. From finance to retail to hospitality, it seems virtually every industry is grappling with above-average customer churn. Contact us.

Contact Center 57

Contact Center Journey mapping Finance APIs 57