Eptica

APRIL 26, 2017

Date: Wednesday, April 26, 2017 Customer Experience in action through Artificial Intelligence. Published on: April 26, 2017. Author: Olivier Njamfa Winning and retaining customer loyalty is vital for every business. We look forward to seeing your there.

Customer Experience 70

Customer Experience Multichannel Marketing Metrics 70

Eptica

NOVEMBER 29, 2017

Date: Wednesday, November 29, 2017 The changing face of European Customer Experience. Published on: November 29, 2017. Author: Olivier Njamfa How good are European companies at delivering the customer experience that consumers demand? The importance of security and GDPR to the digital customer experience.

Customer Experience 49

Customer Experience Multichannel Surveys Marketing 49

Eptica

JANUARY 19, 2017

Date: Thursday, January 19, 2017 Capturing emotion for a better APAC customer experience. Published on: January 19, 2017. However, in today’s competitive markets this is no longer enough to win and retain customer loyalty. This is particularly true as we move into 2017. Share this page on: Tweet.

Customer Experience 58

Customer Experience Multichannel Self service Scripts 58

Calabrio

JANUARY 19, 2017

At Calabrio, we know that to achieve those goals, successful companies are constantly analyzing what is and is not resonating with customers and driving those insights back into the business. More and more companies are realizing that the key to happy customers is happy employees. 2017 is all about #customersatisfaction.

Employee engagement 59

Employee engagement Analytics Multichannel Contact Center 59

Eptica

JANUARY 5, 2017

Date: Thursday, January 5, 2017 Consistency must be the customer service buzzword in insurance. Published on: January 05, 2017. Author: Chris Eideh Providing consistent accurate information when responding to queries is one of the key elements of good customer service. Share this page on: Tweet.

Multichannel 48

Multichannel Customer Service Advertising Customer Experience 48

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. Published on: March 14, 2018.

Banking 49

Banking Customer Experience Multichannel Government 49

Eptica

JANUARY 25, 2017

Date: Wednesday, January 25, 2017 The 5 trends brands need to address for improved customer service. Published on: January 25, 2017. Author: Pauline Ashenden The latest Institute of Customer Service (ICS) UK Customer Satisfaction Index (UKCSI) has a positive message for everyone involved in customer service.

Multichannel 51

Multichannel Customer Service Automotive Telecommunications 51

Eptica

FEBRUARY 20, 2018

Date: Wednesday, February 21, 2018 5 tips to transform your social customer service. That makes social customer service a major, growing part of every brand’s customer experience. That makes social customer service a major, growing part of every brand’s customer experience.

Customer Service 55

Customer Service Multichannel Best practices Self service 55

Eptica

OCTOBER 10, 2017

Date: Wednesday, October 11, 2017 Balancing the human and the digital in customer experience. Published on: October 11, 2017. She recently contributed the foreword to Eptica’s new whitepaper, Putting the human at the heart of digital customer experience. Bridging the chat gap in customer experience.

Customer Experience 49

Customer Experience Chatbots Multichannel Self service 49

Eptica

APRIL 5, 2017

Date: Wednesday, April 5, 2017 Why customer experience is central to digital transformation in insurance. Published on: April 05, 2017. This means that consumers want to spend the minimum effort to get a good deal, and the customer experience they receive is at the heart of that. Share this page on: Tweet.

Customer Experience 49

Customer Experience Multichannel Marketing Technology 49

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

VocalCom

AUGUST 6, 2018

When you think of how artificial intelligence is being used in customer service these days, chatbots may come to mind. Indeed, chatbots have redefined the way in which customers interact with brands, helping consumers find answers more quickly and make purchases more seamlessly.

Customer Experience 48

Customer Experience Chatbots Big data Contact center software 48

Eptica

JUNE 7, 2017

Date: Wednesday, June 7, 2017 How the insurance sector is failing to rise to the digital CX challenge. Published on: June 07, 2017. The one weapon that insurance brands can wield to meet the challenge is customer experience. New research from Eptica backs this up. The result?

Multichannel 49

Multichannel Marketing Personalization Surveys 49

COPC

OCTOBER 10, 2017

Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice: Opinions, Perceptions and Expectations , was recently released during the Execs In The Know Customer Response Summit, Chicago, on September 19-21. and Execs In The Know.

Multichannel 40

Multichannel Surveys Benchmark Customer Care 40

Eptica

MAY 29, 2019

Date: Wednesday, May 29, 2019 Author: Pauline Ashenden - Marketing Manager 5 key findings around customer trust in retail. Author: Pauline Ashenden - Marketing Manager Across every sector, trust is increasingly central to the customer experience and hence business success. Published on: May 29, 2019.

Banking 56

Banking Multichannel Airlines Best practices 56

Eptica

DECEMBER 2, 2016

Against this backdrop, and with fierce competition from online marketplaces such as Amazon and eBay, Forrester Research believes that retailers must now deliver rich, personalized customer experiences to win and retain customers both now and moving into 2017. Share this page on: Tweet.

Multichannel 72

Multichannel Personalization Accountability Customer Experience 72

Eptica

NOVEMBER 16, 2017

Date: Thursday, November 16, 2017 We Are In Denial About Omnichannel Engagement Being A Done Deal. Published on: November 16, 2017. In other words, the mix of voice, text and occasional video communications, resourced within contact centres, which serve both online and offline customers. This was not a one off situation.

Benchmark 55

Benchmark Multichannel Best practices Government 55

Livepro

JULY 17, 2018

livepro’s third annual Customer Experience Knowledge Management Forums are back in 2018 bigger and better than ever before. Topic: ‘Using Analytics to improve Customer Experience’. Topic: ‘Customer Experience Measurement’. Samantha Middlebrook | Head of Product and Go to Market at Customer Driven.

Transportation 40

Transportation Government Multichannel Consulting 40

Sykes

MARCH 5, 2019

HFS Research recognized Sykes Enterprises, Incorporated (“SYKES” or “the Company”) (NASDAQ: SYKE), as a true industry leader, ranking SYKES #1 for vision and go-to-market strategy and #3 overall in their Front Office Customer Engagement Operations Top 10 Report, published January 31, 2019. It delivers cost?effective

Marketing 75

Marketing Technical Support Enterprise Transportation 75

Eptica

FEBRUARY 22, 2017

Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. Published on: February 22, 2017. At the same time it’s essential that your staff should find it easy to provide a good service to customers. A good example of this is warranty provider Domestic and General.

Multichannel 55

Multichannel Best practices Customer effort Marketing 55

Eptica

NOVEMBER 21, 2018

The key is delivering a customer experience that engages consumers and builds loyalty, particularly online. According to Forrester by 2020 almost half of global retail sales will be via the web – with $2 trillion spent via ecommerce in 2017 alone. The importance of trust to customer experience in 2019.

Multichannel 62

Multichannel Best practices Surveys Sales 62

COPC

APRIL 6, 2018

This is especially true as companies increasingly focus on creating an exceptional customer experience (CX) across channels. But by attempting to apply traditional call center metrics, the things being measured aren’t necessarily what matters most to customers.

Metrics 40

Metrics Schedule adherence Multichannel Benchmark 40

COPC

JUNE 20, 2019

In the quest for faster, easier and more cost-effective service journeys, we are seeing many organisations across a wide range of industries turning to online solutions or self-service, technology-assisted interactions as the future of customer interactions. This represents a 5.6 times growth year on year. Our Research.

Chatbots 40

Chatbots Multichannel Self service Benchmark 40

VocalCom

MARCH 26, 2018

While customers may enjoy faster and more personalized service, their experiences are hardly stress-free. Making purchases online comes with risks, and companies that fail to protect their customers lose trust. Customers have a right to know how their data is being used. Have a clear privacy policy.

Self service 97

Self service Contact center software Interactive Voice Response Contact Center 97

Comm100

AUGUST 23, 2018

In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself? This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Global Response

JUNE 20, 2023

Besides that, the strong focus on technology and innovation lend Tunisia’s call centers a strong infrastructure and innovative culture to develop better customer experience strategies. Consider that the Tunisian workforce offers educated, multilingual workers who are well-trained in providing quality customer service.

Call Center 62

Call Center outsourcing Bilingual agents Education 62

Verint

SEPTEMBER 13, 2017

In the customer service environment, knowledge management (KM) is the systematic management of an organization's information assets, including the efficient handling and distribution of information and data resources residing within, and often outside, an enterprise.

Self service 26

Self service Multichannel Management Enterprise 26

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 get 24/7 customer service.

Chatbots 48

Chatbots Contact center software Self service Banking 48

Creative Virtual

DECEMBER 13, 2018

We continued our five-year-long celebration of our Queen’s Awards for Enterprise: Innovation 2017 by publishing more Meet the Team interviews and pushing forward with our Innovations Roadmap. We once again celebrated Customer Service Week (1-5 October) and CX Day (2 October) with a special series of posts on the Creative Virtual blog.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

JivoChat

APRIL 19, 2021

Multichannel ecommerce can help you boost sales, make your services more visible, and drive customer loyalty. In this post, we’ll tell you how to get started with a multichannel ecommerce strategy. Multichannel selling is an investment, but when executed well, it can significantly improve profit margins.

Multichannel 52

Multichannel Best practices Engineering Analytics 52

Comm100

DECEMBER 22, 2016

We hope your customer service department saw a lot of improvements in 2016. But no matter where you stand at the end of the year, every team is wondering the same thing: what will 2017 bring? Third party messaging applications, like Facebook messenger and Kik, will become mainstream channels for customer service.

Customer Service 35

Customer Service Benchmark Multichannel CRM 35

Kayako

JANUARY 5, 2017

Customers value the quality of customer service as much as price and quality of products. According to an American Express study , “Americans will spend 9% more with companies that provide excellent service.” Recent trends in customer service show that companies can delight their customers while generating revenues.

Omni-channel support 38

Omni-channel support Customer Service Customer Experience Multi-channel support 38

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Sykes

MARCH 18, 2019

The Symphony transaction is the latest in a series of recent strategic acquisitions and partnerships that redefine SYKES as a digital customer experience company. While its suite of solutions traditionally focused on post-sales support, the portfolio now extends across the entire customer lifecycle, from marketing to sales to care.

Technical Support 16

Technical Support Enterprise outsourcing Business Process Outsourcing 16

GetFeedback

APRIL 25, 2019

Working to improve your customer service has always been important, but in today’s highly competitive business environment it’s more essential than ever. As companies begin to compete on customer experience, consumers are increasingly setting higher standards for how they expect to be treated.

Customer Service 74

Customer Service Multichannel CRM Journey mapping 74

Eptica

MAY 17, 2017

Date: Wednesday, May 17, 2017 L’Occitane – the benefits of a global approach to digital customer experience. Published on: May 17, 2017. Anne-Sophie Pouyau, Head of International & European Customer Service, presented at the recent Gartner Customer Experience & Technologies Summit.

Customer Experience 51

Customer Experience Multichannel Self service Best practices 51

ProProfs Blog

AUGUST 19, 2020

For example, who could forget the dreadful incident of the United Express Flight 3411 in 2017? Here is a quick recap: Right before an overbooked United Express flight took off on April 9, 2017, airplane staff were recorded manhandling and forcibly removing passengers to make room for airline employees. . Let us get started!

Customer Service 158

Customer Service Airlines Customer centricity Accountability 158