Eptica

FEBRUARY 26, 2016

Date: Friday, February 26, 2016 How are retailers working to improve customer experience? Published on: February 26, 2016. Author: Robin Tandon Customer experience is important to every industry, but particularly vital for retail.

Customer Experience 50

Customer Experience Multichannel Benchmark Banking 50

Eptica

MARCH 31, 2016

Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. Published on: March 31, 2016. Being able to find answers to their questions quickly is therefore a vital part of the customer experience. Average performance becomes the norm?

Multichannel 49

Multichannel Entertainment Customer Service Banking 49

Eptica

JULY 27, 2016

Date: Wednesday, July 27, 2016 Is customer service investment actually delivering? Published on: July 27, 2016. Author: Pauline Ashenden Despite the rising importance of customer service on both sides of the Atlantic, the UK is widely seen as lagging the United States when it comes to the experience that companies deliver.

Multichannel 50

Multichannel Customer Service Airlines Contact Center 50

Eptica

FEBRUARY 12, 2016

Date: Friday, February 12, 2016 Has UK customer service turned a corner? Published on: February 12, 2016. This means that delivering the right levels of customer satisfaction is a journey not a destination. Wales has the happiest customers , scoring 78.6, while those in the South West are most dissatisfied.

Multichannel 49

Multichannel Customer Service Banking Contact Center 49

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. The study found that retail customers who engage with companies through a mix of channels generated three times the volume of sales and more than twice the margin of store-only customers.

Customer Service 75

Customer Service Multichannel Self service Surveys 75

Eptica

MARCH 11, 2016

Date: Friday, March 11, 2016 How good are UK brands at email customer service? Published on: March 11, 2016. However, UK brands are struggling to cope with the emails they receive , with performance overall worsening according to the latest Eptica Multichannel Customer Experience Study. There are over 4.35

Multichannel 49

Multichannel Customer Service Banking Metrics 49

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. This shift to a mobile first world has a big impact on the customer experience and customer service. Be mobile first Ensure that your mobile customer experience is seamless and easy to access on any device.

Customer Service 56

Customer Service Multichannel Airlines Self service 56

Fonolo

JANUARY 9, 2018

Research firm Ovum released a new edition of their great report, “Selecting a Multichannel Cloud Contact Center”. Global bank ING used Twilio to replace a legacy Avaya call center. In doing so, Twilio flirts with “competing with its customers”. VPs & Directors of Customer Experience. Who is AWS-Powered? “You

Call Center 65

Call Center Multichannel APIs Contact Center 65

Livepro

JULY 17, 2018

livepro’s third annual Customer Experience Knowledge Management Forums are back in 2018 bigger and better than ever before. Topic: ‘Using Analytics to improve Customer Experience’. Topic: ‘Customer Experience Measurement’. KEYNOTE SPEAKER SYDNEY 30th AUGUST 2018. Since joining COPC Asia Pacific Inc.

Transportation 40

Transportation Government Multichannel Consulting 40

Comm100

AUGUST 23, 2018

The following best practices set contemporary leaders in innovation apart from the pack and represent what exceptional customer service looks like in 2018. Organic Mobile Experiences Blur Channel Lines. Multichannel” and “omnichannel” have been buzzwords for years now. billion U.S. Is it in-store, in-app or online?

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Eptica

NOVEMBER 1, 2017

Date: Wednesday, November 1, 2017 UK brands struggling with digital customer experience. But many companies – and even whole industry sectors - are struggling to cope with the sheer volume of customer contacts and queries. That’s one of the main conclusions of the 2017 Eptica Multichannel Customer Conversation Study.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49

Eptica

JUNE 29, 2016

Date: Wednesday, June 29, 2016 Is a lack of consistency letting your customer service down? Published on: June 29, 2016. Author: Neil Cox Consistency is an essential part of customer service and the overall experience. By contrast 30% of insurers and fashion retailers delivered consistent answers on three channels.

Multichannel 50

Multichannel Customer Service Finance Self service 50

Eptica

JANUARY 27, 2016

Date: Wednesday, January 27, 2016 Social customer service – why it is a continuous journey. Published on: January 27, 2016. Author: Michael Cheung All brands should now understand the importance of social media to customer service. Over 1 million people view tweets about customer service every week.

Customer Service 50

Customer Service Multichannel Contact Center Government 50

CSM Magazine

MARCH 7, 2016

Twitter (48% success rate) and Facebook (44%) are both more accurate and faster at delivering responses, although a lack of consistency between channels is undermining the overall customer experience. Eptica Multichannel Customer Experience Study methodology. very same query on email.

Multichannel 40

Multichannel Entertainment Customer Service Banking 40

RichCall

SEPTEMBER 13, 2017

ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. Blake Morgan , Customer Experience Futurist and the host of the Modern Customer Podcast. Teresa Cottam. Self-service.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

UJET

AUGUST 6, 2019

Website chats improved the customer experience by speeding up the process of connecting with support and providing agents with the ability to send links, save conversations, and resolve issues faster. Finance apps unchained customers from visiting banks. Mobile shopping grew 70% from 2016-2018 in the United States.

Customer Support 78

Customer Support Chatbots Interactive Voice Response Entertainment 78