Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. How can companies make the switch to digital and thrive in a multichannel world?

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

Eptica

SEPTEMBER 21, 2016

Date: Wednesday, September 21, 2016 Digital disruption in insurance – why it is all about service. Published on: September 21, 2016. From publishing to retail to transportation, new entrants have shaken up mature markets, and unseated existing leaders through innovative business models. How can they compete?

Multichannel 60

Multichannel Transportation Benchmark Self service 60

Eptica

NOVEMBER 16, 2016

Date: Wednesday, November 16, 2016 How does customer experience affect sales growth? Published on: November 16, 2016. Author: Neil Cox Customer experience has been front of mind for marketing and customer service professionals for a number of years, but does it really have a big impact on the bottom line?

Sales 54

Sales Customer Experience Multichannel Airlines 54

Eptica

MARCH 14, 2018

In the latest Eptica Multichannel Customer Experience study , we evaluated the real-world online experience of 100 leading companies – including ten banks – by asking typical customer questions over the web, email, Twitter, Facebook and chat. However, this was a drop from 2016’s figure (84%) and 2015’s 91%.

Banking 49

Banking Customer Experience Multichannel Government 49

Avaya

DECEMBER 1, 2016

According to the Wall Street Journal, 2016 Thanksgiving and Black Friday sales have already accounted for more than $3 Billion in “desktop spending”—aka, e-commerce. Integrate Multichannel Customer Contact into Your Strategy. Drive an Efficient Experience with Skills-Based Routing.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

Eptica

FEBRUARY 26, 2016

Date: Friday, February 26, 2016 How are retailers working to improve customer experience? Published on: February 26, 2016. It also emphasizes the need to benchmark against competitors. Author: Robin Tandon Customer experience is important to every industry, but particularly vital for retail. Share this page on: Tweet.

Customer Experience 50

Customer Experience Multichannel Benchmark Banking 50

Eptica

NOVEMBER 16, 2017

I use it all the time as one of my benchmarks of where the industry is really at as opposed to the type of research that simply asks what customers expect and what brands intend to provide which easily lull us into a false sense of progress. This dropped to 8% over three channels and bottomed out at zero consistency over four channels.

Benchmark 55

Benchmark Multichannel Best practices Government 55