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

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services.

Virtual Agent 59

Virtual Agent Self service Banking Chatbots 59

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. LEAVE A COMMENT.

Customer Service 113

Customer Service outsourcing Contact Center Banking 113

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services.

Virtual Agent 52

Virtual Agent Self service Banking Chatbots 52

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

Revation Systems

FEBRUARY 5, 2019

Businesses and service-oriented industries, such as healthcare and banking, now face a new reality where customers (and patients) are willing to take their business elsewhere if they have even one unfavorable experience. Automate Self-service through Chatbot Technology.

Customer Experience 48

Customer Experience Chatbots Self service Banking 48

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

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? Service Journeys, we believe, are a win-win for everyone.

Banking 45

Banking Finance Chatbots Surveys 45

Serenova

MARCH 10, 2020

It’s an approach we’ve led by continually building out a unified platform, including quality management through our acquisition of TelStrat in 2017 and, more recently, with workforce management through our acquisition of Loxysoft’s ProScheduler. There’s no question AI-powered chatbots and self service are important—and they’re here to stay.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

VocalCom

JUNE 17, 2019

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. For example, many customers use them to make reservations, pay bills, and look up information such as bank account balances.

Chatbots 48

Chatbots Contact center software Self service Banking 48

Eptica

OCTOBER 25, 2017

Date: Wednesday, October 25, 2017 Turning customer experience into competitive advantage. Published on: October 25, 2017. Their standards are continually rising , and they want the same superior experience from a utility or bank as an ecommerce retailer. Every brand is judged against the best – there are no excuses.

Customer Experience 56

Customer Experience Banking Best practices Advertising 56

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. Adopt Role-Based Staffing.

Banking 39

Banking Feedback Surveys Self service 39

JustCall

NOVEMBER 24, 2022

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. Most companies only assess 3-10 QA calls per agent, and if you catch anything big, it’s probably just luck.

Call Center 52

Call Center First call resolution Quality management Contact Center 52

Contact Center Geek

NOVEMBER 6, 2018

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. Futurists also predict that a child born in 2017 will never learn to drive and that driving by humans may be relegated to private parks.

Contact Center 63

Contact Center Healthcare Banking Customer Care 63

SharpenCX

FEBRUARY 16, 2021

[Read Next] How to prepare your customer service for the next generation of consumers. Hulu made big changes to their service options in 2017 when they launched Hulu + Live TV. Ben Smith, the Head of Experience at Hulu, in a 2017 blog post. Read Next] A 5-step guide to building a fantastic customer service experience.

Feedback 67

Feedback Entertainment Call Center Customer Experience 67

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

Kayako

MAY 4, 2017

When a company grows bigger, all of that knowledge about a customer shouldn’t be concentrated in the memory bank of one person. A post shared by The Modern Grocer☕️ (@themoderngrocer) on Apr 28, 2017 at 9:05pm PDT. Franka runs the coffee shop, Bank Cafe. But when it does, those delight experiences fall away or even stop.

Banking 70

Banking Personalization Self service Customer Experience 70

Callminer

FEBRUARY 23, 2021

More Flexible Service Solutions. Consumers are looking for solutions to their problems across a range of channels, including digital and self-service, in ever-increasing numbers, thanks to pandemic pressures and storefronts closing. 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. The introduction of chatbots represents the re-birth of interactive voice response in textual self-service instead of voice prompts. Chatbots enable a customer to answer questions via text.

Chatbots 62

Chatbots Contact Center Interactive Voice Response Self service 62

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!) has helped set us apart from our competition.

Virtual Agent 40

Virtual Agent Chatbots Enterprise Banking 40

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

Aspect

AUGUST 7, 2017

Juniper Research forecasts that bot interactions in the banking sector (those completed without human assistance) will move from 12% currently to over 90% in 2022. Alas, it was a good run customer service agents, let’s pack it up and go home. Several analysts predict near total replacement of live agents with chatbots.

Chatbots 48

Chatbots Contact Center Surveys Banking 48

Aspect

AUGUST 7, 2017

Juniper Research forecasts that bot interactions in the banking sector (those completed without human assistance) will move from 12% currently to over 90% in 2022. Alas, it was a good run customer service agents, let’s pack it up and go home. Several analysts predict near total replacement of live agents with chatbots.

Chatbots 48

Chatbots Contact Center Surveys Banking 48

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. When your members can count on fast accurate service you’ll earn trust and loyalty.

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. Self-service. consumers are using web self-service more than assisted service. of companies.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Talkdesk

APRIL 21, 2017

We’re less than a week away from celebrating the New Era of Customer Heroes at Opentalk 2017 in San Francisco! Speakers: Jason Lemkin (SaaStr Fund), Iona Brode (Silicon Valley Bank), Marlene Summers (Zuora) and David Barrett (Expensify). Establishing and Securing Customer Trust.

Contact Center 40

Contact Center Customer centricity Construction Technology 40

ShepHyken

JUNE 2, 2017

To compound all this, traditional service – which waits until customers called the contact center before addressing a problem – has become much less effective. Service leaders have been forced to provide self-service channels, mitigate risk with pro-active initiatives, and consistently channel customers into more cost-effective mediums.

Wireless 189

Wireless Banking Analytics Call Center 189

JivoChat

MAY 13, 2021

from 2017 to 2022. Digital banking. The global online banking market size is predicted to reach $20.5 Additionally, the World Retail Banking Report says that 57% of consumers now prefer internet banking, compared to 49% before the pandemic. So COVID is continuing to move customers towards digital banking.

Banking 52

Banking Chatbots Self service Advertising 52

Pointillist

NOVEMBER 11, 2019

Use Case: How a Retail Bank Uses Journey Analytics to Track FCR Across Service Channels A retail bank uses a customer journey analytics platform to track contact resolution on every service channel. To resolve this late fee, the customers reach out to the bank. Source: 2017 HDI Metric of the Month.

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

HGS

SEPTEMBER 6, 2017

This change has been so seismic that many healthcare leaders are looking to other industries—such as banking and retail—to uncover best practices that can be adapted to the healthcare setting. Wed, 09/06/2017 - 12:52. The patients’ preferred modes of communication (landline, mobile phone, text, e-mail, etc.). Contact Center.

Contact Center 113

Contact Center Healthcare Benchmark Airlines 113

Eptica

AUGUST 2, 2017

Date: Wednesday, August 2, 2017 Transforming customer experience in local authorities. Published on: August 02, 2017. Secondly, citizens expect the same level of high quality service when interacting with public sector bodies, such as local authorities, as when dealing with organizations in any other sector, such as retail or banking.

Customer Experience 55

Customer Experience Government Self service Best practices 55

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. This also makes delivering customer service more inefficient, hurting the brand as well as the consumer. Share this page on: Tweet.

Multichannel 80

Multichannel Banking Self service Surveys 80

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

Mindtouch

DECEMBER 5, 2017

Out of thousands of customers, seven recipients were chosen to receive the 2017 Content Experience Award after the Customer Focus Effect in San Francisco. Unique visitors: Increase of 230% (170,296 unique users in October 2017). Bradesco is one of the largest banking and financial services companies in Brazil and LATAM, with 5.3k

Engineering 48

Engineering Education Self service Enterprise 48

Eptica

NOVEMBER 1, 2017

Date: Wednesday, November 1, 2017 UK brands struggling with digital customer experience. Published on: November 01, 2017. That’s one of the main conclusions of the 2017 Eptica Multichannel Customer Conversation Study. Use web self-service , chatbots and other AI-based technologies to automate basic interactions.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49

Help Scout

JUNE 22, 2021

Choosing the right support channels Both phone and email are the tried and true channels of customer service. Back in the 1960s , when call banks first came about, customers started getting comfortable with having a direct line to support. Customers prefer knowledge bases over all other self-service channels. Forrester).

Customer Service 129

Customer Service Personalization Self service Marketing 129