Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

Chatbots 48

Chatbots Multichannel Customer centricity Analytics 48

COPC

OCTOBER 25, 2017

Source: The 2017 Customer Experience Management Benchmark (CXMB) Series Consumer Edition — The Consumer’s Voice: Opinions, Perceptions and Expectations. Source: The 2017 Customer Experience Management Benchmark (CXMB) Series Consumer Edition — The Consumer’s Voice: Opinions, Perceptions and Expectations. Customer Surveys.

Customer centricity 40

Customer centricity Benchmark Surveys Customer Experience 40

COPC

APRIL 6, 2018

Furthermore, companies should strive to place these metrics within the wider context of the entire customer journey. Regardless of whether a brand considers the experience it provides as omnichannel or multichannel, it should measure the experience across the entire journey.

Metrics 40

Metrics Schedule adherence Multichannel Benchmark 40

RichCall

SEPTEMBER 13, 2017

ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. 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.%). personalization. personalization.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Comm100

AUGUST 23, 2018

The following best practices set contemporary leaders in innovation apart from the pack and represent what exceptional customer service looks like in 2018. Multichannel” and “omnichannel” have been buzzwords for years now. So, we think it’s safe to say that Amazon’s efforts in delivering exceptional customer service have paid off.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

ProProfs Blog

AUGUST 19, 2020

However, the reality is that modern customers are encountering horrifying service experiences in this part of the Universe. For example, who could forget the dreadful incident of the United Express Flight 3411 in 2017? Before we jump into anything else, let us first explore the definition of customer service standards.

Customer Service 158

Customer Service Airlines Customer centricity Accountability 158

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Journey Discovery Creates a Bridge Between Customer Behaviors and Business Outcomes. Journey Mapping.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90