Eptica

JANUARY 6, 2016

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. Showing the consistent appeal of evergreen content, this post from 2014 continues to attract many readers.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

Avaya

NOVEMBER 8, 2017

So strong, that the number of accounts at global financial institutions grew by 700 million between 2011 and 2014. And for not-so-complex processes, they’re advancing with highly-secure self-service solutions (like video kiosks). Multichannel is vital for interacting within a range of industries, especially banking.

Banking 40

Banking Multichannel Customer advocacy Upselling 40

Eptica

MARCH 4, 2016

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. Back in 2014 in a survey by Gartner , 89% of companies predicted that in 2016 they would be competing mostly on the customer experience they offered.

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 2014 7% said they found it impossible or extremely difficult to find information on retailers’ websites – yet in 2015 this had trebled to 21%. Yet the number of UK shoppers that complain of not being able to find information is rising dramatically.

Customer Service 49

Customer Service Multichannel Self service Contact Center 49

LiveChat

NOVEMBER 14, 2017

They want all details of the product or service to be provided online. Thomas Cook, the travel giant, started using a self-service solution. User-friendly and streamlined customer service path. These include industry forums, blog, review websites, etc. This was in 2014. Constant updates about purchases.

Customer Service 28

Customer Service Multichannel Engineering Personalization 28

Comm100

FEBRUARY 6, 2018

This blog post will cover several of the top, most sought-out customer engagement tools on the market. This CRM solution offers customer service and social media integrations, knowledge management for digital self-service, conversational bots and more. WordPress blogs. The question is a loaded one. Shopify Plus.

CRM 42

CRM Enterprise SaaS Marketing 42