2017 Multichannel Personalization Self service 
Vonage
FEBRUARY 23, 2017
The days of winning over your customers’ hearts and minds based solely on the quality of your product or service are over. This leaves delivering a speedy, personalized and friendly customer experience as the best way to differentiate your business from its competitors. Consumers expect self-service customer support options.
Eptica
JANUARY 19, 2017
Date: Thursday, January 19, 2017 Capturing emotion for a better APAC customer experience. Published on: January 19, 2017. This is particularly true as we move into 2017. Building empathy begins with capturing emotion and then using it to have personalized, meaningful conversations with customers.
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VocalCom
MARCH 26, 2018
While customers may enjoy faster and more personalized service, their experiences are hardly stress-free. Indeed, Edelman’s 2017 global Trust Barometer revealed the biggest decline in consumer trust since the study was first introduced five years ago. Give customers reliable self-service options.
Eptica
MARCH 14, 2018
At the same time online and mobile banking is growing, while traditional players also face a raft of agile new entrants that are focusing on the experience and services they provide to customers. In 2016 just 10% of banks answered an email successfully – in 2017 that had risen to 15%. Share this page on: Tweet.
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. The COPC Inc.
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. 5 ways to get your email customer service ready for 2018. Share this page on: Tweet.
Eptica
OCTOBER 10, 2017
Date: Wednesday, October 11, 2017 Balancing the human and the digital in customer experience. Published on: October 11, 2017. Strike a balance between humans and technology Consumers want a mix of automated conversations with technology (such as self-service systems and chatbots) and the empathy and personalisation a human can provide.
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