Creative Virtual

FEBRUARY 7, 2023

This year, one of the customer experience (CX) predictions for 2023 falling into that category is that ‘Personalization will get More Personal’. For nearly a decade now, we’ve talked about our virtual agents and chatbots delivering a personalized self-service experience – with no marketing spin required!

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

Talkdesk

JANUARY 22, 2015

Especially your resolutions related to customer-centricity. Because 2015 is the year of the customer. In fact, in 2015, your company’s success will literally be dependent on how well you can meet your customers’ needs. In 2015, consumers are busy, well informed and tech-savvy. Self-service IVR.

Customer centricity 50

Customer centricity Interactive Voice Response Self service call center software 50

Eptica

AUGUST 14, 2015

Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. Published on: August 14, 2015. This changing banking landscape, combined with continued low interest rates, means that the customer experience is now central to being successful in the market. Make it mobile-first.

Banking 85

Banking Multichannel Customer Experience Finance 85

Fonolo

OCTOBER 18, 2017

The reports on today’s list are focused on more specific topics within the realm of the call center such as agent management, journey mapping and self-service. Methodology: CCW Digital surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals in February and March 2017.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

Eptica

NOVEMBER 11, 2015

Date: Wednesday, November 11, 2015 Comparing the retail customer experience in the United States and United Kingdom. Published on: November 11, 2015. Author: Pauline Ashenden Thanks to the internet, retail is a global industry, with companies now facing competition from peers around the world. Share this page on: Tweet.

Multichannel 75

Multichannel Customer Experience Self service Advertising 75

Win the Customer

DECEMBER 15, 2015

According to research by Gartner, 89 percent of executives are betting on customer experience as their primary mode of competition before the end of 2016. The ability for customers to file a help desk ticket, call in or go to customer chat and still have a seamless experience became paramount during 2015.

Omni-channel support 72

Omni-channel support virtual call center Customer Experience Virtual Agent 72

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Author: Chris Eideh Businesses understand that improving the customer experience has a direct impact on revenue generation. Happier customers are more loyal, will spend more and recommend your company to their friends. Published on: June 24, 2016.

Customer Experience 50

Customer Experience Multichannel Airlines Self service 50

Interactions

SEPTEMBER 19, 2023

Leaders in Conversational AI for the past decade, Lindsy and Ed discussed their roles and how they see CX in the utilities space, their relationship with Interactions and best practices for improving CX and increasing self-service. Our team oversees all self-service components of our business.

Interactive Voice Response 48

Interactive Voice Response Self service Best practices Contact Center 48

Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk.

Customer Support 35

Customer Support Self service Multi-channel support SaaS 35

Eptica

MARCH 14, 2018

Date: Wednesday, March 14, 2018 How do UK banks rate on customer experience? Government legislation is committed to making it easier than ever for customers to change banks and interest rates remain low, meaning that service is a primary differentiator between companies. Published on: March 14, 2018.

Banking 49

Banking Customer Experience Multichannel Government 49

TechSee

JANUARY 29, 2019

Visual engagement is the key to an optimal customer experience, and computer vision is well positioned to take visual engagement to the next level using the power of automation. Computer vision is relevant across the entire customer journey, including sales and commerce, marketing and customer service.

CRM 164

CRM Personalization Self service Sales 164

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Published on: October 06, 2015. Author: Michael Cheung Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. Here are six areas to focus on: 1.

Customer Service 75

Customer Service Multichannel Self service Contact Center 75

Fonolo

JANUARY 29, 2019

With the “era of the customer” in full swing; the increase in customer expectation for omnichannel communication; and the never-ending developments in communication methods through AI-powered self-service; it is easy to overlook the importance that the call center plays in the customer experience.

Call Center 85

Call Center Airlines Contact Center Self service 85

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Published on: September 11, 2015. As technology gets more complex, and consumers look to connect it all together, the importance of the customer experience becomes ever more vital.

Multichannel 76

Multichannel Customer Service Banking Self service 76

Eptica

AUGUST 19, 2015

Date: Wednesday, August 19, 2015 Robots – the future of customer service? Published on: August 19, 2015. Author: Derek Lewis Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience.

Customer Service 85

Customer Service Self service Wireless Customer emotions 85

Avaya

DECEMBER 1, 2016

While many of these purchases are simply one click and a check off of gift lists, the customer probably made several decisions well before the submit-order button was activated. Whereas item and price have been the primary drivers of purchasing decisions, the customer experience is increasingly the new battleground.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

Eptica

MARCH 31, 2016

Being able to find answers to their questions quickly is therefore a vital part of the customer experience. According to the latest Eptica Multichannel Customer Experience Study , the good news is that most companies understand this, with the web remaining the strongest channel for providing accurate answers to consumer queries.

Multichannel 49

Multichannel Entertainment Customer Service Banking 49

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Driven by the rise of the internet and improved communications, individuals are increasingly happy to look beyond their own country when it comes to buying goods and services. So, how does the customer experience compare between countries?

Multichannel 49

Multichannel Customer Experience Transportation Self service 49

Solvvy

DECEMBER 17, 2019

AI brings real, tangible benefits to businesses and customers alike and has been identified by Gartner as one of the top 10 strategic trends every year since 2015. But how is AI being utilized in customer experience today, and how will it be utilized moving forward? CX AI – A Great Wave to Ride. The Future is Here.

Self service 62

Self service Banking Chatbots Technology 62

TechSee

APRIL 2, 2019

Bombarded with buzzwords, and ever-conscious of meeting their KPIs, customer experience managers must choose between a dizzying range of automated solutions that all promise to reduce average handling time, motivate agents, improve first time resolution rates and enhance customer satisfaction. Computer Vision AI Comes of Age.

Contact Center 174

Contact Center Average Handle Time B2C Banking 174

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year? Eptica research backs up the need to make self-service easier. Published on: January 20, 2016.

Customer Service 49

Customer Service Self service CRM Analytics 49

Fonolo

JUNE 27, 2019

This, compounded by their desire to obtain the same level of customer service as they would from their favorite retail and tech brands, leads to massive spikes in call volume for most healthcare call centers. After all, this is how customer relationships are made or broken. Optimize your Self-Service Channels.

Call Center 57

Call Center Healthcare Self service First call resolution 57

Eptica

OCTOBER 21, 2015

Date: Wednesday, October 21, 2015 3 ways of reducing customer query volumes. Published on: October 21, 2015. This rising volume of customer interactions, covering everything from questions about products and post-sales queries, to complaints and positive feedback , threatens to overwhelm many organizations.

Multichannel 74

Multichannel Self service Contact Center Morale 74

Vonage

FEBRUARY 23, 2017

The days of winning over your customers’ hearts and minds based solely on the quality of your product or service are over. This leaves delivering a speedy, personalized and friendly customer experience as the best way to differentiate your business from its competitors. Customer service centers need updating.

Multichannel 87

Multichannel Self service Contact Center Advertising 87

Eptica

SEPTEMBER 18, 2015

Date: Wednesday, September 23, 2015 Why customer service is still vital in the supermarket price war. Published on: September 23, 2015. This gap between best and worst replicates Eptica’s findings in the 2015 UK Multichannel Customer Experience Study. Share this page on: Tweet.

Multichannel 76

Multichannel Customer Service Brand ambassadors Self service 76

Enghouse Interactive

JULY 16, 2018

Digital Banking Success Begins with Customer Experience. Since 2015, the number of consumers who visited a branch once per month has dropped 20%. In fact, reducing effort tops this year’s top member experience objective, according to research from Call Center Week (CCW).

Banking 40

Banking Customer Experience Contact Center Interactive Voice Response 40

ShepHyken

DECEMBER 8, 2017

Until recently, contact centers were playing a passive role in customer service by responding to basic queries, but not necessarily playing any major role in the strategy for customer experience (CX). Use Technology for Self Service. Adopt a contact center technology which empowers the customers.

Contact Center 112

Contact Center Customer Service Chatbots Virtual Agent 112

Creative Virtual

JANUARY 13, 2022

For years automated self-service tools like chatbots and virtual agents have been criticised as being a cold and impersonal way of supporting customers. As conversational AI technologies have improved and customer preferences have shifted more towards self-service options, some of these critiques have become less relevant.

Virtual Agent 52

Virtual Agent Self service Chatbots Accountability 52

Mindtouch

MARCH 29, 2018

In April 2015, Google drew a line in the sand. A paradigm shift toward mobile-friendly content, one that coincides with another milestone that happened the same 2015: mobile searches surpassed desktop searches. It’s easy to see how micromoments extend into the world of self-service. The Google Micromoments That Matter.

Customer Support 59

Customer Support Self service Engineering Customer Experience 59

Mindtouch

APRIL 5, 2017

As consumer patience for older channels wanes, self-service support channels have become the front line of customer experience from researching to renewal. Addressing how this content is presented and how consumers engage with it is a critical part of any modern customer experience initiative.

Banking 48

Banking Engineering Self service Marketing 48

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. Author: Pauline Ashenden In the past contact centers were often viewed as a cost cente r, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently.

Contact Center 81

Contact Center Multichannel Customer centricity Abandon rate 81

CCNG

OCTOBER 19, 2022

Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Eptica

MARCH 18, 2016

Essentially shoppers want a seamless, easy to use experience that values their time and is personalized to their needs. These factors increase the focus on the customer experience as the key point of differentiation for retailers. 10% fewer companies allowed non-customers to email them compared to 2015.

Multichannel 49

Multichannel Entertainment Customer Service Self service 49

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Author: Neil Cox In 2015 the US Census Bureau reported that Millennials outnumbered Baby Boomers for the first time , meaning they now make up a quarter of the population. Published on: February 05, 2016. Here are five areas for focus on: 1.

Multichannel 51

Multichannel Self service Contact Center Feedback 51

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. This shift to a mobile first world has a big impact on the customer experience and customer service. There are three areas to focus on: 1.

Customer Service 56

Customer Service Multichannel Airlines Self service 56

Eptica

OCTOBER 4, 2017

Author: Neil Titcomb We’re now part way through National Customer Service Week (NCSW), which provides the industry in the US and UK with the chance to take stock, celebrate success and share best practice. Recent research by analyst ContactBabel points to a drop in the number of inbound queries between 2015 and 2016.

Customer Service 68

Customer Service Contact Center Self service Best practices 68