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The widening UK customer experience gap

Eptica

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Published on: September 30, 2015. Given this importance of customer experience, the recent KPMG Nunwood 2015 UK Customer Experience Excellence Centre report , paints a worrying picture for British organizations.

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7 ways banks can transform customer experience

Eptica

Date: Friday, November 13, 2015 7 ways banks can transform customer experience. Published on: November 13, 2015. Author: Dharmesh Ghedia Banks and other financial service providers are facing unprecedented challenges. Share this page on: Tweet.

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Make or Break: The Customer Experience Imperative for Midsize Businesses

Avaya

Integrate Multichannel Customer Contact into Your Strategy. An overwhelming majority of customers expect organizations to offer different channels to meet their needs, and make it easy to do so (Marcus Hickman, The Autonomous Customer 2015). Make Faster Connections: Link Your Customer Engagement Platform to Your CRM System.

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A Complete Guide to Omnichannel Customer Service

Comm100

Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized. This access to information doesn’t just help the agent to respond faster – it also empowers the agent to deliver more helpful and personalized support.

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How APAC brands can improve the customer experience

Eptica

Date: Monday, December 7, 2015 How APAC brands can improve the customer experience. Published on: December 07, 2015. However, given the complexity of today’s multichannel world, knowing where to begin with customer experience can appear daunting. Share this page on: Tweet.

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The Evolution of the Contact Center and Process Evaluation with Rod Jones

Vistio

He now focuses on advising senior leaders on strategic, operational, and technology issues of contact centers, customer experience management tools (including CRM, CxM, and CEM), and BPS&O (Business Process Services and Outsourcing) drawing from his extensive personal experience to provide relevant and logical solutions.

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How to Pick the Best Customer Journey Analytics Platform for Your Needs

Pointillist

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Personalize engagement using information about the customer and where they are in their journey.