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. The email experience has improved, but not significantly.

Banking 49

Banking Customer Experience Multichannel Government 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.

Customer Experience 58

Customer Experience Multichannel Self service Scripts 58

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.

Marketing 75

Marketing Technical Support Enterprise Transportation 75

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.

Customer Experience 49

Customer Experience Multichannel Marketing Technology 49

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? Published on: January 12, 2017. Author: Pauline Ashenden As we move into 2017, now is a good time to review last year and use the insight to plan for the future. Is a lack of consistency letting your customer service down?

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

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

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

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. Five key takeaways from the study are: 1. The result?

Multichannel 49

Multichannel Marketing Personalization Surveys 49

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 21, 2018

Date: Wednesday, November 21, 2018 Author: Anne-Claire Bellec - Marketing Director Why listening to your customers is vital to success this Christmas. The key is delivering a customer experience that engages consumers and builds loyalty, particularly online. The importance of trust to customer experience in 2019.

Multichannel 62

Multichannel Best practices Surveys Sales 62

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

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

FEBRUARY 20, 2018

That makes social customer service a major, growing part of every brand’s customer experience. Research from Deloitte estimates that social interactions will rise from 4% to 9% of contact center workload between 2017 and 2019. For example, how formal/informal do you want to be? Share this page on: Tweet.

Customer Service 55

Customer Service Multichannel Best practices Self service 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

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. Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience, every time.

Call Center 62

Call Center outsourcing Bilingual agents Education 62

Creative Virtual

DECEMBER 13, 2018

By Mandy Reed, Marketing Manager (Global). 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. So, as per our annual tradition, let’s take a look at some of the highlights from the past 12 months.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

Maru Group

NOVEMBER 28, 2018

Early indicators suggest that Black Friday bought an estimated £7billion cash injection into the UK retail market, yet results show that footfall was down 5.4% 2017 IMRG data demonstrates the number of discounts available over the extended Black Friday period. The impact on customer experience. Sizing and dimensions.

Multichannel 40

Multichannel Feedback Sales Customer Experience 40

COPC

OCTOBER 25, 2017

Not only will this provide some perspective on individual channel offerings, it will also provide some clues on the sort of capabilities customers might expect out of certain channels. One example of such research is the Customer Experience Management Benchmark (CXMB) Series, an ongoing joint research project between COPC Inc.

Customer centricity 40

Customer centricity Benchmark Surveys Customer Experience 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

aircall

DECEMBER 13, 2018

based customer support managers, directors, VPs, and executives. Aircall conducted this online survey with the assistance of a third-party market research firm. These key themes of cost control, customer experience, and technical innovation will continue to play leading roles throughout this report. Table of Contents.

Surveys 54

Surveys Customer Support B2C CRM 54

Sykes

MARCH 18, 2019

. — as chief strategy and marketing officer. The Symphony transaction is the latest in a series of recent strategic acquisitions and partnerships that redefine SYKES as a digital customer experience company. I am proud and excited to join this team and, together, define and build the future of work.”.

Technical Support 16

Technical Support Enterprise outsourcing Business Process Outsourcing 16

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.%). Donna Peeples , Customer Experience Strategist.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Eptica

JUNE 28, 2017

Date: Wednesday, June 28, 2017 Transforming customer experience to survive. Published on: June 28, 2017. Achieving this transformation is not easy – particularly given that competition is constantly pushing the bar higher, whatever market you operate in.

Customer Experience 50

Customer Experience Multichannel Best practices Marketing 50

Eptica

SEPTEMBER 6, 2017

Date: Wednesday, September 6, 2017 The changing face of UK customer experience. Published on: September 06, 2017. We spoke to Neil to find out more about how he sees the UK customer experience market changing, and how Eptica is working with organisations to help them transform their digital customer service.

Customer Experience 54

Customer Experience Multichannel Self service CRM 54

Kayako

JANUARY 5, 2017

In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Yet, relatively few contact centers have focused on providing a consistent customer experience. Your customers want to help themselves. Take it for a test spin now.

Omni-channel support 38

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

Comm100

DECEMBER 22, 2016

But no matter where you stand at the end of the year, every team is wondering the same thing: what will 2017 bring? In this article, we’re going to give you a sneak peak at some of the customer experience trends that you can expect to see in the new year, and some tips on how you can put them into practice.

Customer Service 35

Customer Service Benchmark Multichannel CRM 35

NICE inContact

JANUARY 10, 2018

Ovum has recently completed their latest analysis of cloud contact center technology providers in its 2017-18 Ovum Decision Matrix for Selecting a Multichannel Cloud Contact Center Solution. Leaders in the Ovum Decision Matrix are chosen for strong technology capabilities, proven market share and consistently growing revenue streams.

contact center solutions 48

contact center solutions Cloud contact Contact Center Multichannel 48

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. Organic Mobile Experiences Blur Channel Lines. Multichannel” and “omnichannel” have been buzzwords for years now. Delivery in Hours – Tailored to Fit Customer Needs.

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

Avaya

SEPTEMBER 7, 2017

Consider how much has changed over the last decade in terms of technology and the customer experience (CX). market soon. This has made the concept of an omnichannel customer experience integral for success. It is the enterprise’s approach to customer service, a customer culture so to speak.

Customer Experience 67

Customer Experience Contact Center Analytics Finance 67

Eptica

FEBRUARY 1, 2017

Date: Wednesday, February 1, 2017 Why technology needs to support the human element of CX. Published on: February 01, 2017. Régine, you gave a fascinating speech at the Eptica 2016 Customer Day , looking at how digital transformation is impacting consumer behavior and expectations. Share this page on: Tweet.

Technology 58

Technology Multichannel Employee engagement Chatbots 58

GetFeedback

APRIL 25, 2019

As it becomes harder for consumers to differentiate between companies based on product alone, most are now relying on the quality of customer experiences a company can provide to make their choice. . In fact, it’s projected that poor customer experience is costing businesses more than $75 billion a year.

Customer Service 74

Customer Service Multichannel CRM Journey mapping 74

Eptica

FEBRUARY 15, 2017

Date: Wednesday, February 15, 2017 Why the future of digital CX requires the death of the ticket. Published on: February 15, 2017. To achieve this they adopted a service/help desk concept, taken from technical/B2B markets. A consumer submitted his or her query, was given a ticket number and waited until they received a response.

Multichannel 51

Multichannel B2B Technology Personalization 51

Eptica

FEBRUARY 8, 2017

Date: Wednesday, February 8, 2017 Moving to the 3Cs model for CX: Conversational, collaborative & cognitive platforms. Published on: February 08, 2017. Author: Olivier Njamfa Companies and their CEOs understand that the world is changing rapidly when it comes to winning, satisfying and retaining customers.

Multichannel 52

Multichannel Metrics Customer Experience Customer Service 52

Eptica

MARCH 21, 2019

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. The study shows that brands are still struggling with delivering a multichannel experience.

Multichannel 80

Multichannel Banking Self service Surveys 80

Pointillist

APRIL 17, 2019

By Steve Offsey Your company is now competing based on customer experience, but you’re only capturing feedback from a quarter of your customers and tracking maybe 1 out of 2500 interactions. According to Gartner, client inquiries on CDPs doubled between the first half of 2017 and the first half of 2018.

Analytics 51

Analytics Journey mapping Multichannel Government 51