Mindtouch

APRIL 5, 2017

MindTouch has been named one of the Hot 100 best privately held software companies by JMP Securities , a full-service investment bank. The Hot 100 list is compiled each year based on the evaluation of multiple criteria, including financial growth, products and services, quality of leadership, customers, and market potential.

Banking 48

Banking Engineering Self service Marketing 48

Eptica

OCTOBER 25, 2017

Date: Wednesday, October 25, 2017 Turning customer experience into competitive advantage. Published on: October 25, 2017. Author: Vincent Giraud Customer experience is becoming the primary differentiator for brands , whatever industry they are operating in. There are four areas that they need to work on: 1.

Customer Experience 56

Customer Experience Banking Best practices Advertising 56

CSM Magazine

FEBRUARY 28, 2020

Spitch AG, the leading developer of enterprise speech solutions have announced a partnership with Creative Virtual, a world leader in customer and employee engagement solutions. .

Virtual Agent 59

Virtual Agent Self service Banking Chatbots 59

CSM Magazine

FEBRUARY 28, 2020

Spitch AG, the leading developer of enterprise speech solutions, with headquarters in Switzerland and offices in London, Madrid and Milan, today announced a partnership with Creative Virtual, a world leader in customer and employee engagement solutions. .

Virtual Agent 52

Virtual Agent Self service Banking Chatbots 52

HGS

SEPTEMBER 12, 2017

4 Customer Service Lessons from the Equifax Cyberattack. 7, 2017, Equifax reported that a cyberattack had allowed hackers to access sensitive information for 143 million Americans, including Social Security and driver’s license numbers, birth dates, and addresses. Tue, 09/12/2017 - 23:48. Contact Center.

Customer Service 113

Customer Service outsourcing Contact Center Banking 113

TechSee

MAY 15, 2018

All eyes were on the smart home market in 2017. In fact, according to PwC’s 2017 consumer study of the IoT and the connected home, while 81% of consumers are aware of smart technology, only 26% actually own a smart device. This perception is in conflict with modern consumers’ aspirations to be able to self-manage their technology.

Marketing 111

Marketing Wireless Entertainment Self service 111

Serenova

MARCH 10, 2020

It creates the first-ever platform focused on delivering unified, cloud-ready, omnichannel experiences for highly connected workplace collaboration and deeper customer engagement. For contact centers, this means a next generation of high-definition customer experiences that will differentiate the most successful global brands.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

Fonolo

JANUARY 31, 2018

Their “Inner Circle Guide to Self-Service” was included in our last report round-up post.) There is still a large untapped market for cloud solutions though, with 56% of contact center respondents in our 2017 survey stating that they did not use any form of cloud-based functionality at all.”. Who wrote it: Interactions.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

VocalCom

JUNE 17, 2019

As artificial intelligence continues to modernize customer experiences, chatbots are at the heart of this technological revolution. According to Business Insider, 67% of customers worldwide used a chatbot for support in 2017—and the numbers continue to rise. They love the benefit of self-service.

Chatbots 48

Chatbots Contact center software Self service Banking 48

COPC

AUGUST 21, 2019

recently completed three years of research into the experience of banking customers which revealed that the service journey customers are experiencing could be improved to achieve higher levels of customer satisfaction and loyalty. What is a Service Journey? Another Banking Issue .

Banking 45

Banking Finance Chatbots Surveys 45

SharpenCX

FEBRUARY 16, 2021

To stay fresh and keep up with the competition, Hulu doubled down to improve the customer experience based on customer feedback. Just recently, Hulu made major design and structural changes to their platform to give customers what they want. Hulu listens to their customers. Hulu listens to their customers.

Feedback 67

Feedback Entertainment Call Center Customer Experience 67

JustCall

NOVEMBER 24, 2022

But is it only about creating a good customer experience? So, let’s take a consistent approach to the fundamentals of call center quality assurance: 62 % of US customers have stopped doing business with a brand because of poor customer service. Self-service channel. Customer retention .

Call Center 52

Call Center First call resolution Quality management Contact Center 52

Verint

SEPTEMBER 12, 2017

Bank branches have gradually evolved over the last decade. In lieu of the traditional brick-and-mortar design with designated teller lines, sales and lobby areas, many banks are transitioning their branches into newer formats to modernize and meet market demand. Collect and Act on Branch Experience Customer Feedback.

Banking 39

Banking Feedback Surveys Self service 39

Eptica

JULY 19, 2017

Date: Wednesday, July 19, 2017 Customer service expectations – comparing Asia and the West. Published on: July 19, 2017. Author: Vincent Giraud Across the world consumer expectations are continually rising when it comes to the service they receive from organizations.

Customer Service 54

Customer Service Self service Banking Customer centricity 54

Contact Center Geek

NOVEMBER 6, 2018

Consumer to business text messaging is simple to deploy, and easy for customers to understand. Every time I speak about this subject people are eager to remind me that texting can’t be done in some industries - inevitably, banking and healthcare (both of which I have worked in) are mentioned. Yes, as in phone calls from actual people.

Contact Center 63

Contact Center Healthcare Banking Customer Care 63

Kayako

MAY 4, 2017

The service feels personal, consistent, and they always go the extra mile for you. Excellent customer experiences happen a lot in local, independent coffee shops. They will greet you personally, appreciate your custom, and reward you with free coffees or extra stamps on your loyalty card. Why do you love it so much?

Banking 70

Banking Personalization Self service Customer Experience 70

Callminer

FEBRUARY 23, 2021

COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers. For instance, when they go from email support to calling the customer service team. “A

Call Center 376

Call Center Technology Banking Contact Center 376

Avaya

MARCH 28, 2017

I recently attended Jeff Pulver’s 2017 MoNage conference to get the latest views on chatbot usage and expectations for serving customers. Industry analyst Jon Arnold says contact center operators need to ensure millennials have a chat experience that is fast and personal. Chatbots enable a customer to answer questions via text.

Chatbots 62

Chatbots Contact Center Interactive Voice Response Self service 62

Aspect

JUNE 4, 2018

We prefer to solve our own customer service issues. In fact, Aspect’s 2017 Customer Experience Index contact with customer service via talking to a live agent has declined 10% in the past 2 years.

Interactive Voice Response 51

Interactive Voice Response Banking Accountability Personalization 51

Creative Virtual

JANUARY 7, 2020

I’m very proud to say that our first enterprise customer, Lloyds Banking Group, who we first worked with in 2004, are still a customer today. Receiving the five-year Queens Awards for Enterprise: Innovation in 2017 (and getting to meet Her Majesty the Queen at Buckingham Palace!)

Virtual Agent 40

Virtual Agent Chatbots Enterprise Banking 40

Enghouse Interactive

JULY 10, 2018

In the hustling world we live in, the sense of community is exciting in the world of banking. Provide simple digital self-service touch points. With the rise of rise digital technologies members are looking to self-service first. Use data to optimize the FAQ experience.

Self service 40

Self service CRM Contact Center Analytics 40

RichCall

SEPTEMBER 13, 2017

Global Contact Centre Benchmarking Report, Dimension Data 2017. The The 2017 Global Benchmarking Report (pdf) suggests that the top trends are: CX as the differentiator (82.%). self-service. connected customer journeys with 9 channels in most contact centers. Donna Peeples , Customer Experience Strategist.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Eptica

AUGUST 2, 2017

Date: Wednesday, August 2, 2017 Transforming customer experience in local authorities. Published on: August 02, 2017. Author: Neil Cox The public sector faces three key challenges, particularly when it comes to customer experience. Speed is key to this.

Customer Experience 55

Customer Experience Government Self service Best practices 55

ShepHyken

JUNE 2, 2017

We can learn a lot when we look at what companies around the world are doing to adopt new service models. As customer service professionals, we have a hard time agreeing on what a “great customer experience” really is, and what’s truly possible. Shep Hyken.

Wireless 189

Wireless Banking Analytics Call Center 189

Pointillist

NOVEMBER 11, 2019

.” Today’s call centers must balance many priorities while maintaining an intense focus on customers. must now focus on achieving performance excellence across all three key priorities: customer experience, cost optimization, and revenue maximization. To resolve this late fee, the customers reach out to the bank.

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

Comm100

AUGUST 23, 2018

In 2018, industry leaders have turned to mobile as a means of establishing an effective omnichannel outreach in customer service and in marketing. These companies know that customers want user-friendly mobile experiences that they can access on the go (in 2017, 67 percent of website traffic worldwide was generated from mobile devices).

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. Published on: November 01, 2017. But many companies – and even whole industry sectors - are struggling to cope with the sheer volume of customer contacts and queries. Your customers will expect nothing less.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49

Eptica

MARCH 21, 2019

In this study, we focused on fashion, food and drink, travel, insurance and banking brands. 69% of questions across all channels now receive a satisfactory response, up from 59% in 2017. Otherwise, they face being swept aside by the new breed of agile digital disruptor brands who are heavily focused on customer experience.

Multichannel 80

Multichannel Banking Self service Surveys 80

Mindtouch

DECEMBER 5, 2017

These industry leaders are responsible for fostering an efficient knowledge management strategy that eliminates information silos, allows disparate internal teams to leverage the same content library to meet various objectives, and connects all departments around a central focus on customer experience. User Experience Improvements.

Engineering 48

Engineering Education Self service Enterprise 48

Help Scout

JUNE 22, 2021

Your customer experience is the main differentiator between you and your competitors, and all of the customer service statistics back it up. Below, we’ve collected 111 key statistics exploring the relevance and importance of good customer service — and expanding on the cost and impacts of poor customer service.

Customer Service 129

Customer Service Personalization Self service Marketing 129