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 29, 2017

In the UK just under 50% of brands saw their scores drop , with even high-performing companies not improving from 2016. These findings echo the results of the 2017 Eptica Multichannel Customer Conversation Study , which was carried out in the UK and France. In 2016 the corresponding figures were 48% and 45% respectively.

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

JUNE 7, 2017

McKinsey estimates that CX leaders in the insurance market are 80% more likely to retain customers, and have been able to grow sales at double the rate of CX laggards. In all 68% of queries did not receive a satisfactory reply - a large rise compared to 47% in 2016. New research from Eptica backs this up. The result?

Multichannel 49

Multichannel Marketing Personalization Surveys 49

Eptica

JULY 27, 2016

Date: Wednesday, July 27, 2016 Is customer service investment actually delivering? Published on: July 27, 2016. Given the cost of recruiting new customers, it is vital that businesses retain their existing ones, particularly at a time of increased competition in every market. Share this page on: Tweet.

Multichannel 50

Multichannel Customer Service Airlines Contact Center 50

Eptica

OCTOBER 28, 2016

Date: Friday, October 28, 2016 Turning service into sales with chat. Published on: October 28, 2016. It deployed Eptica’s software to provide multilingual, multichannel customer service, including across the chat channel. You can read more about L’Occitane’s use of chat in this case study.

Sales 79

Sales Multichannel Abandon rate Upselling 79

Eptica

APRIL 5, 2016

Date: Wednesday, April 6, 2016 Where are the UK’s Chief Customer Officers? Published on: April 06, 2016. At a time when more and more markets are becoming global, this means that the UK’s biggest businesses risk lagging behind their counterparts in other countries. Share this page on: Tweet.

Chief Customer Officer 49

Chief Customer Officer Multichannel Contact Center Marketing 49

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. Share this page on: Tweet.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

Eptica

APRIL 18, 2016

Date: Monday, April 18, 2016 Hanging on for telecoms customer service. Published on: April 18, 2016. Therefore, it is worth comparing the Ofcom figures with the evaluation of telecoms companies carried out as part of the 2016 Eptica UK Multichannel Customer Experience Study. 70% answered on two channels.

Multichannel 49

Multichannel Customer Service Upselling Customer Experience 49

Eptica

OCTOBER 12, 2016

Date: Wednesday, October 12, 2016 Is it really time for your company to embrace chatbots? Published on: October 12, 2016. Due to a lack of content and an inability to understand many questions this early attempt at artificial intelligence (AI) failed to become mass-market. Share this page on: Tweet.

Chatbots 78

Chatbots Multichannel Self service Contact Center 78

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Published on: April 27, 2016. These findings come from the Eptica Multichannel Customer Experience Study , which has tracked the changing face of customer service in the UK, France and latterly the United States , over the last five years.

Multichannel 49

Multichannel Customer Experience Transportation Self service 49

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. This means understanding how their customers want to use their mobile devices to contact them and putting in place the right, multichannel resources to support them. Share this page on: Tweet.

Customer Service 56

Customer Service Multichannel Airlines Self service 56

Eptica

APRIL 13, 2016

Date: Wednesday, April 13, 2016 The move to meaningful conversations in customer experience. Published on: April 13, 2016. This requires customer experience to move from being solely the responsibility of the contact center, to use the skills and knowledge of the whole organization , and has to be multichannel, scalable and flexible.

Multichannel 51

Multichannel Customer Experience Contact Center Customer Service 51

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

Eptica

DECEMBER 2, 2016

Date: Friday, December 2, 2016 Which retailers will thrive this Christmas and beyond? Published on: December 02, 2016. It also emphasizes the need to pursue an “app +” strategy on mobile which embraces moment marketing. Share this page on: Tweet.

Multichannel 72

Multichannel Personalization Accountability Customer Experience 72

Eptica

MARCH 31, 2016

Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. Published on: March 31, 2016. 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

MAY 25, 2016

Date: Wednesday, May 25, 2016 Mapping digital transformation in customer experience. Published on: May 25, 2016. The Global State of Customer Experience 2016 , a new research report from the CX Network, provides some interesting insight into what is happening across the world. over the course of the year.

Customer Experience 54

Customer Experience Multichannel CRM Contact Center 54

Talkdesk

JULY 26, 2016

From marketing to customer service to sales strategy, omnichannel is the latest, greatest buzzword. Let’s see what we found: What’s the Difference Between Omnichannel and Multichannel Customer Support? Multichannel support” is sometimes used interchangeably with “omnichannel support”. — SAP (@SAP) July 15, 2016.

Multichannel 40

Multichannel Analytics Customer Support Customer Service 40

CSR Inc.

JANUARY 8, 2017

The Millennial generation is changing the way we do business, and call center managers are learning that not only are we changing how we market and sell to them, but also how we train and integrate them into the workplace.As The difference between multichannel and omnichannel? In one word: integration.

Call Center 48

Call Center Multichannel call center workforce Gamification 48

Eptica

SEPTEMBER 30, 2016

Date: Friday, September 30, 2016 4 ways of raising the profile of customer service in your organization. Published on: September 30, 2016. As the importance of customer service grew, and competition has increased in all markets, this focus has changed. Share this page on: Tweet.

Customer Service 60

Customer Service Multichannel Contact Center Best practices 60

Eptica

DECEMBER 7, 2016

Date: Wednesday, December 7, 2016 The art of dating your customer in Asia Pacific. Published on: December 07, 2016. Author: Vincent Giraud Often when describing the customer relationship, companies talk about beating competitors to win and retain consumers. Share this page on: Tweet.

Multichannel 74

Multichannel Customer Service Marketing Customer Experience 74

Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Published on: June 17, 2016. Some will have a Chief Customer Officer with wide-ranging powers , while in other companies it may fall under the marketing department’s remit. Share this page on: Tweet.

Customer Experience 49

Customer Experience Chief Customer Officer Multichannel Self service 49

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. The figures have now been updated and released for 2016 , analyzing data that goes back to 2010. Author: Chris Eideh Businesses understand that improving the customer experience has a direct impact on revenue generation.

Customer Experience 50

Customer Experience Multichannel Airlines Self service 50

Eptica

MARCH 2, 2016

Date: Wednesday, March 2, 2016 The importance of trust to the customer experience. Published on: March 02, 2016. That’s proven by the results of the 2016 Harris Reputation Quotient , which asked 23,000 consumers to rate the reputations of 100 top companies. Share this page on: Tweet.

Customer Experience 60

Customer Experience Multichannel Entertainment Advertising 60

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. What is seen as market leading today, will be average in six months’ time, meaning that organizations have to constantly evolve, improve and update the experience they provide. Here are five areas for focus on: 1.

Multichannel 51

Multichannel Self service Contact Center Feedback 51

Eptica

JULY 8, 2016

Date: Friday, July 8, 2016 Delivering what US consumers want. Published on: July 08, 2016. Customers want to be treated as individuals A broad brush approach to the market is no longer enough to reach the right customers. Subsets within key demographic groups want different things, and demand a different approach.

Multichannel 50

Multichannel Self service Surveys Contact Center 50

Eptica

MARCH 23, 2016

Date: Wednesday, March 23, 2016 Bridging the gap between purchase and service. Published on: March 23, 2016. Author: Chris Eideh For the majority of us, buying something that we really want gives us an emotional buzz. Share this page on: Tweet.

Multichannel 50

Multichannel Sales CRM Customer Service 50

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

DECEMBER 23, 2016

Date: Friday, December 23, 2016 The cost of ecommerce delivery problems to the customer experience. Published on: December 23, 2016. Otherwise you risk damaging the customer relationship and your brand reputation in the market. Share this page on: Tweet.

Customer Experience 51

Customer Experience Multichannel Marketing Customer Service 51

NICE inContact

FEBRUARY 29, 2016

With the most complete, easiest and most reliable way to help companies achieve their customer experience goals, inContact has a unique position in the cloud market. You can hear me talk more about this topic during the Contact Center Market Update and Executive Forum on Monday, March 7 from 9:00-10:45 am. Enabling global innovation.

APIs 49

APIs Healthcare Contact Center Enterprise 49

Eptica

NOVEMBER 27, 2015

And smartphone penetration continues to grow – figures from Zenith Optimedia show that nearly two thirds (66.5%) of consumers in key digital markets such as the United States, Western Europe and Asia Pacific , will own smartphones by 2018. Share this page on: Tweet.

Customer Experience 51

Customer Experience Multichannel Advertising Banking 51

Avaya

NOVEMBER 8, 2017

The financial services industry ranks as one of the top markets to experience massive digital disruption in the coming years. In 2016, Ernst & Young introduced its Banking Relevance Index (BRI), designed to measure the importance of traditional banks to customers’ lives. But what exactly constitutes “multichannel?”

Banking 40

Banking Multichannel Customer advocacy Upselling 40

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

Lumoa

JUNE 23, 2021

Moreover, the sector has been forecast to surpass a gross addressable market of $50 billion by 2025. Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

Talkdesk

APRIL 26, 2016

This encompasses all touch points, from marketing to sales, success to support. This can pose a problem to companies expanding into global markets where consumers do not speak their language. 50 Leading Customer Experience Conferences and Events to Attend in 2016. I guess you could say it’s kind of a big deal.).

Customer Experience 40

Customer Experience Multichannel Engineering Customer retention 40

Livepro

JULY 17, 2018

Samantha Middlebrook | Head of Product and Go to Market at Customer Driven. Samantha Middlebrook is Customer Driven’s Head of Product and Go to Market. Topic: ‘Demystifying multichannel customer experience’ Lyn Trewenack is the national consulting director for BBB Advisory. Lyn Trewenack – Director at BBB Advisory.

Transportation 40

Transportation Government Multichannel Consulting 40

Eptica

NOVEMBER 16, 2017

The 2016 version of the research did a deep dive on this and discovered that just 23% of those 100 brands provided consistent answers over two channels. Author: Guest author: Martin Hill-Wilson Categorie(s): Trends and markets;Best Practice One of the masterclasses I run is on omnichannel engagement. Share this page on: Tweet.

Benchmark 55

Benchmark Multichannel Best practices Government 55