Eptica

OCTOBER 18, 2017

Date: Wednesday, October 18, 2017 The importance of security and GDPR to the digital customer experience. Published on: October 18, 2017. 3 reasons why multichannel customer service is important to NHS BSA. Often this is used to provide a better, more personalized service that better meets consumer needs.

Customer Experience 88

Customer Experience Multichannel Best practices Personalization 88

Eptica

NOVEMBER 29, 2017

Date: Wednesday, November 29, 2017 The changing face of European Customer Experience. Published on: November 29, 2017. The recently released Forrester 2017 European Customer Experience Indexes found that CX worsened in the UK, stayed poor in France and made slight improvements in Germany. Share this page on: Tweet.

Customer Experience 49

Customer Experience Multichannel Surveys Marketing 49

Eptica

APRIL 26, 2017

Date: Wednesday, April 26, 2017 Customer Experience in action through Artificial Intelligence. Published on: April 26, 2017. That’s one of the key themes of the forthcoming Gartner Customer Experience & Technologies Summit , which will be held in London on 10-11 May 2017. We look forward to seeing your there.

Customer Experience 70

Customer Experience Multichannel Marketing Metrics 70

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. McKinsey estimates that CX leaders in the insurance market are 80% more likely to retain customers, and have been able to grow sales at double the rate of CX laggards. The result?

Multichannel 49

Multichannel Marketing Personalization Surveys 49

Eptica

JANUARY 5, 2017

Date: Thursday, January 5, 2017 Consistency must be the customer service buzzword in insurance. Published on: January 05, 2017. For these reasons, a major focus of the Eptica Insurance Multichannel Customer Experience Study was to measure the consistency and channel choice offered by US insurers. Share this page on: Tweet.

Multichannel 48

Multichannel Customer Service Advertising Customer Experience 48

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

Eptica

MARCH 14, 2018

This has led nearly 1m people to switch their bank account during 2017, with initiatives such as the Current Account Switching Scheme making it possible for customers to move all regular outgoing and incoming payments from an old account to a new account within seven working days and without much effort at all. Share this page on: Tweet.

Banking 49

Banking Customer Experience Multichannel Government 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

Revation Systems

MAY 21, 2018

billion connected devices were reportedly in use globally last year (2017) alone — a number that’s up 30 percent from the previous year. Unified Communications: The Foundation of Multichannel Communication. Global Market Insights reports that the UC market will reach $96 billion by 2023.

Multichannel 48

Multichannel Marketing Technology Customer Service 48

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. Author: Anne-Claire Bellec - Marketing Director Retailers don’t need reminding that the peak Christmas season is now upon us, with Black Friday and Cyber Monday already in full swing.

Multichannel 62

Multichannel Best practices Surveys Sales 62

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. The 2017 retail study found that 58% of retailers provided different answers to the same question across multiple channels. This was not a one off situation. It shouldn’t be a problem yet.

Benchmark 55

Benchmark Multichannel Best practices Government 55

Eptica

APRIL 5, 2017

Date: Wednesday, April 5, 2017 Why customer experience is central to digital transformation in insurance. Published on: April 05, 2017. Innovate Insurers need to lead the market, embracing technology with new services and new ways of building relationships with consumers. Share this page on: Tweet.

Customer Experience 49

Customer Experience Multichannel Marketing Technology 49

Eptica

FEBRUARY 22, 2017

Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. Published on: February 22, 2017. The job is never complete Customer expectations are always increasing – with customers more demanding now than ever before. Share this page on: Tweet.

Multichannel 55

Multichannel Best practices Customer effort Marketing 55

Eptica

FEBRUARY 20, 2018

Research from Deloitte estimates that social interactions will rise from 4% to 9% of contact center workload between 2017 and 2019. Social media is a key marketing channel, meaning the language and tone of responses should match your brand guidelines and support how you want to be seen.

Customer Service 55

Customer Service Multichannel Best practices Self service 55

Talkdesk

NOVEMBER 14, 2017

According to Gartner, “Visionaries have strong multichannel product and service capabilities and a clear strategy for sales, marketing and business development. Visionaries align with Gartner’s view of how the market will evolve, but they have less proven capabilities to deliver against that vision.

contact center solutions 40

contact center solutions Contact Center Multichannel Analytics 40

Global Response

JUNE 20, 2023

As more businesses seek to expand operations into new markets, offer multilingual services, and scale without losing quality or proximity to their call centers, Tunisia rises up as a solution to many of these competing needs. Conclusion: Is a Tunisia-Based Call Center Right for You? Of course, it depends on the call center.

Call Center 62

Call Center outsourcing Bilingual agents Education 62

Livepro

JULY 17, 2018

Samantha Middlebrook | Head of Product and Go to Market at Customer Driven. Samantha Middlebrook is Customer Driven’s Head of Product and Go to Market. Topic: ‘Demystifying multichannel customer experience’ Lyn Trewenack is the national consulting director for BBB Advisory. Lyn Trewenack – Director at BBB Advisory.

Transportation 40

Transportation Government Multichannel Consulting 40

Eptica

OCTOBER 10, 2017

Date: Wednesday, October 11, 2017 Balancing the human and the digital in customer experience. Published on: October 11, 2017. 3 reasons why multichannel customer service is important to NHS BSA. Share this page on: Tweet. Bridging the chat gap in customer experience.

Customer Experience 49

Customer Experience Chatbots Multichannel Self service 49

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. of all retail sales.

Multichannel 52

Multichannel Best practices Engineering Analytics 52

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

COPC

OCTOBER 25, 2017

As an example, if popular, mass market brands like Amazon and Walmart offer online chat, it’s reasonable to think customers of all brands might expect such an option depending, of course, on demographics and some other factors. Figure 1: Preferred contact method among U.S. Figure 2: Preferred contact method via mobile device among U.S.

Customer centricity 40

Customer centricity Benchmark Surveys Customer Experience 40

Talkdesk

OCTOBER 19, 2017

With the release of the Gartner 2017 Contact Center as a Service (CCaaS) Magic Quadrant, Talkdesk has achieved a new first in the industry. It took Talkdesk less than five years to evolve from its founding to a position on the Magic Quadrant – the youngest company to ever make it into this market.

Contact Center 12

Contact Center Multichannel Enterprise Marketing 12

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. and in-store spending declined by 7% year on year. Make the big bigger.

Multichannel 40

Multichannel Feedback Sales Customer Experience 40

aircall

DECEMBER 13, 2018

Aircall conducted this online survey with the assistance of a third-party market research firm. How did your total annual customer support budget change from 2017 to 2018? Which of your customer support budget categories will receive more funding in 2018 than they did in 2017? Table of Contents. About This Survey.

Surveys 54

Surveys Customer Support B2C CRM 54

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.%). Contact Center and CX Research and Reports.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Sykes

MARCH 18, 2019

as chief strategy and marketing officer. 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. 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

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? We’ll be looking at the following trends in customer service for 2017: Omni-channel will gain more traction as a customer support strategy and replace its predecessor, multi-channel. Source: Multichannel Merchant.

Customer Service 34

Customer Service Benchmark Multichannel CRM 34

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

Multichannel” and “omnichannel” have been buzzwords for years now. But this, according to Murph Krajewski, VP of Marketing at Sharpen, is missing the point. In marketing realms, it means putting a message anywhere a customer might be looking, listening, etc. Organic Mobile Experiences Blur Channel Lines. Source: IKEA Place.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Kayako

JANUARY 5, 2017

According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. ” Marketing Interactive. Zappos (@zappos) January 3, 2017.

Omni-channel support 38

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

Eptica

FEBRUARY 1, 2017

Date: Wednesday, February 1, 2017 Why technology needs to support the human element of CX. Published on: February 01, 2017. For the benefit of blog readers, can you give us some more detail on what you are seeing happening in the market? Eptica: How do digital technologies change consumer behavior? Share this page on: Tweet.

Technology 58

Technology Multichannel Employee engagement Chatbots 58

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

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. At the same time competition is increasing, with digital transformation breaking down barriers in every industry , enabling new entrants to disrupt even the most traditional markets.

Multichannel 52

Multichannel Metrics Customer Experience Customer Service 52

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

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

MARCH 21, 2019

69% of questions across all channels now receive a satisfactory response, up from 59% in 2017. Brands are not delivering multichannel experiences Forget the nirvana of providing seamless, omnichannel experiences. The study shows that brands are still struggling with delivering a multichannel experience.

Multichannel 80

Multichannel Banking Self service Surveys 80