NICE inContact

OCTOBER 28, 2016

Organizations in the leader quadrant have balanced these two important qualities and are described as: “ …those suppliers with a strong multichannel product and service capability that have already. amassed a large installed base of both large and small customers. Shift from reactive to proactive customer service.

Contact Center 65

Contact Center Multichannel Contact center software Cloud contact 65

Eptica

NOVEMBER 29, 2017

Date: Wednesday, November 29, 2017 The changing face of European Customer Experience. Author: Olivier Njamfa How good are European companies at delivering the customer experience that consumers demand? In the UK just under 50% of brands saw their scores drop , with even high-performing companies not improving from 2016.

Customer Experience 49

Customer Experience Multichannel Surveys Marketing 49

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

SEPTEMBER 28, 2016

Date: Wednesday, September 28, 2016 Why making it memorable is key to customer experience success. Published on: September 28, 2016. Author: Steve Nattress Consumers are constantly undergoing new experiences, but very few leave a lasting impression, with only those that are truly memorable remaining in our brains.

Customer Experience 60

Customer Experience Multichannel Surveys Customer Service 60

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

OCTOBER 16, 2015

Date: Friday, October 16, 2015 The opportunity for European customer experience. Author: Olivier Njamfa From Berlin to Bermuda, and San Francisco to Singapore, consumers increasingly demand a superior customer experience from the organizations that they choose to buy from. Published on: October 16, 2015.

Customer Experience 75

Customer Experience Multichannel Banking Customer centricity 75

Eptica

MAY 25, 2016

Date: Wednesday, May 25, 2016 Mapping digital transformation in customer experience. Published on: May 25, 2016. Author: Pauline Ashenden In the fast-moving world of customer experience there is no shortage of new trends and technologies for companies to evaluate and adopt.

Customer Experience 54

Customer Experience Multichannel CRM Contact Center 54

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. The email experience has improved, but not significantly.

Banking 49

Banking Customer Experience Multichannel Government 49

Eptica

APRIL 13, 2016

Date: Wednesday, April 13, 2016 The move to meaningful conversations in customer experience. Published on: April 13, 2016. Author: Olivier Njamfa Over the past fifteen years, the importance of customer experience has grown dramatically. The customer experience market is changing rapidly.

Multichannel 51

Multichannel Customer Experience Contact Center Customer Service 51

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 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.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. Author: Chris Eideh Businesses understand that improving the customer experience has a direct impact on revenue generation. Greater efficiency Minimizing unnecessary customer contact to queries has two impacts.

Customer Experience 50

Customer Experience Multichannel Airlines Self service 50

Anexa BPO

OCTOBER 11, 2022

In only the past five years, the number of channels that B2B buyers use has doubled, from 5 in 2016 to 10 in 2021. In order to enable seamless end-to-end omnichannel journeys, B2B players must develop personalized views of each customer, and deliver consistent messaging across all changes.

B2B 52

B2B Multichannel Business Process Outsourcing outsourcing 52

Eptica

JUNE 10, 2016

Date: Friday, June 10, 2016 Adding emotion to the customer experience. Published on: June 10, 2016. Author: Pauline Ashenden Delivering the right customer experience isn’t just about systems and processes – it is also about how the consumer feels during, and at the end of, the journey.

Customer Experience 49

Customer Experience Multichannel Contact Center Metrics 49

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Published on: April 27, 2016. This increases the focus on delivering an excellent customer experience to consumers, wherever they are located, if companies are going to have meaningful, engaged conversations with their audiences.

Multichannel 49

Multichannel Customer Experience Transportation Self service 49

Eptica

JANUARY 15, 2016

Date: Friday, January 15, 2016 Insurance, the Internet of Things and customer experience. Published on: January 15, 2016. This has dramatically changed how insurers operate , and increased the focus on the customer experience as companies look to engage with consumers and retain their business.

Customer Experience 52

Customer Experience Multichannel CRM Analytics 52

Eptica

JUNE 8, 2016

Date: Wednesday, June 8, 2016 Unhappy holidays? The state of UK travel customer experience. Published on: June 08, 2016. At the same time with so many options to choose from online, customers are more discerning about where they take their business, insisting on excellent customer service at all times.

Airlines 49

Airlines Customer Experience Multichannel Contact Center 49

COPC

MARCH 28, 2017

The 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series was recently released at the Execs In The Know Customer Response Summit held in Las Vegas in February. Only 15% of companies monitor the entire customer experience. The 86-page report developed by COPC Inc.

Surveys 40

Surveys Multichannel Customer Experience Benchmark 40

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. 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.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Published on: June 17, 2016. One of the key points raised is that while senior managers now understand the importance of customer experience , many are unsure where to start when it comes to improving what they offer to consumers.

Customer Experience 49

Customer Experience Chief Customer Officer Multichannel Self service 49

Kayako

JANUARY 14, 2016

The Customer Support State of the Profession Report 2016 surveyed 116 individuals, with respondents ranging from support agents to VPs of support and CEOs. Customer support professionals are less satisfied now than when they first started their jobs. Four new facts about the support industry in 2016.

Customer Support 46

Customer Support Multichannel Surveys Customer effort 46

Eptica

MARCH 2, 2016

Date: Wednesday, March 2, 2016 The importance of trust to the customer experience. Published on: March 02, 2016. Trust that the company will live up to its promises, provide the product or service it specified and not let the customer down. However, one factor that is common to all purchasing decisions is trust.

Customer Experience 60

Customer Experience Multichannel Entertainment Advertising 60

Eptica

OCTOBER 7, 2016

Date: Friday, October 7, 2016 7 key issues that are holding back digital transformation in insurance. Published on: October 07, 2016. To find out how they are performing, the 2016 Eptica Insurance Multichannel Customer Experience Study evaluated 100 U.S.

Multichannel 79

Multichannel Contact Center Best practices Customer Experience 79

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Published on: January 08, 2016. Retailers don’t have much time between the end of the 2015 holiday season and beginning to prepare for 2016. Share this page on: Tweet.

Customer Experience 49

Customer Experience Multichannel Self service Contact Center 49

Eptica

AUGUST 24, 2016

Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Published on: August 24, 2016. Author: Olivier Njamfa Customer experience (CX) is moving rapidly towards the top of the CEO agenda as businesses realize its importance to the bottom line. Share this page on: Tweet.

Customer Experience 49

Customer Experience Multichannel Banking Consulting 49

Eptica

JUNE 22, 2016

Date: Wednesday, June 22, 2016 Overcoming the knowledge challenges in customer experience. Published on: June 22, 2016. However, creating a knowledge base to help the business and its customers’ is not easy, particularly when it comes to customer service. Share this page on: Tweet.

Customer Experience 55

Customer Experience Multichannel Contact Center Best practices 55

Eptica

MARCH 16, 2016

Date: Wednesday, March 16, 2016 The importance of emotion to successful customer experiences. Published on: March 16, 2016. Think of the most basic transactions – the ones you remember most are those where you either had an extremely positive or negative emotional experience. Share this page on: Tweet.

Customer Experience 49

Customer Experience Multichannel Metrics Contact Center 49

Avaya

JULY 14, 2016

2016 is shaping up to be the year of the Chatbot. From Jarvis, Mark Zuckerberg’s Iron Man-inspired assistant, to Microsoft’s rather unfortunate Tay experience, chatbots have been making the news this year—not least in how they are playing an ever bigger role in customer service. Meeting that expectation is no longer optional.

Chatbots 45

Chatbots Customer Experience Multichannel Real estate 45

Eptica

MAY 27, 2016

Date: Friday, May 27, 2016 Narrowing the gap between US and UK customer experience. Published on: May 27, 2016. Author: Derek Lewis Consumers in the US are six times more likely to receive outstanding consumer experience than their counterparts in the UK.

Chief Customer Officer 49

Chief Customer Officer Customer Experience Multichannel Finance 49

Eptica

DECEMBER 23, 2016

Date: Friday, December 23, 2016 The cost of ecommerce delivery problems to the customer experience. Published on: December 23, 2016. This last leg of the ecommerce customer experience has always been hard for retailers to control. However, given the volume of parcels, problems can occur.

Customer Experience 51

Customer Experience Multichannel Marketing Customer Service 51

COPC

JANUARY 28, 2016

As we begin a new year, there is no shortage of predictions of the trends that will affect the customer experience. Many of these predictions focus on the technology that can be used to anticipate the customer’s behaviors and needs. Non-trend 3: Customer Experience Professionals Often Have a Tough Job.

Customer Experience 40

Customer Experience Management Multichannel Analytics 40

Eptica

NOVEMBER 27, 2015

Date: Friday, November 27, 2015 Mobile – at the heart of the customer experience. This means that the smartphone is increasingly becoming the device of choice when making contact with companies , meaning that the mobile customer experience is vital for brands looking to differentiate themselves and engage with consumers.

Customer Experience 51

Customer Experience Multichannel Advertising Banking 51

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. Share this page on: Tweet.

Customer Experience 50

Customer Experience Multichannel Benchmark Banking 50

Eptica

OCTOBER 14, 2016

Date: Friday, October 14, 2016 What customers want this Christmas when it comes to service. Published on: October 14, 2016. over the course of 2016 holiday shopping season in the US, hitting $655.8 over the course of 2016 holiday shopping season in the US, hitting $655.8 Share this page on: Tweet.

Multichannel 65

Multichannel Sales Customer Service Customer Experience 65

COPC

NOVEMBER 3, 2016

and Execs in the Know have published survey results of the 2016 Customer Experience Management Benchmark (CXMB) Series Consumer Edition, which focuses on customer journey insights from the consumer’s perspective. While the preference for Traditional Care remains strong, there was a slight pullback in 2016.

Customer Care 40

Customer Care Benchmark Surveys Customer Experience 40

Eptica

OCTOBER 19, 2016

Date: Wednesday, October 19, 2016 Falling through the gaps – email and the insurance industry. Published on: October 19, 2016. Share this page on: Tweet.

Multichannel 75

Multichannel Government Best practices Technology 75

Talkdesk

APRIL 26, 2016

Each week, we will be collecting tips, tricks and insights on the customer experience with the hope that some of what we find helps our readers to further their CX goals. Customer experience is the foundation upon which customer loyalty is built! (I This week’s topic is customer experience on the global level.

Customer Experience 40

Customer Experience Multichannel Engineering Customer retention 40

Eptica

OCTOBER 26, 2016

Date: Wednesday, October 26, 2016 6 factors driving contact center change. Published on: October 26, 2016. Author: Dharmesh Ghedia With customer service being at the top of the business agenda for organizations, what are the trends that are impacting contact centers? Reading through the results, six key conclusions stand out: 1.

Contact Center 71

Contact Center Multichannel Self service Surveys 71