CX Journey

OCTOBER 11, 2017

It appeared on their blog on March 24, 2017. And there's a lot of talk about using surveys to listen to customers so that we know where we need to improve the experience. But have you ever considered that those very surveys are another touchpoint in the customer experience? Make sure your surveys are mobile-friendly/responsive.

Multichannel 47

Multichannel Surveys Feedback Best practices 47

Eptica

MAY 29, 2019

In comparison, banks and airlines were both voted as most trusted by 3% of those surveyed. Retailers are not enabling multichannel conversations Performance varies considerably between channels, with a definite bias towards the web. Facebook was over four times faster than in 2017, with an average response time of just 43 minutes.

Banking 56

Banking Multichannel Airlines Best practices 56

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. Being an annual survey, there is also trend data that, for instance, shows channel competence over time within a sector. This was not a one off situation. What is happening at the resourcing level?

Benchmark 55

Benchmark Multichannel Best practices Government 55

Eptica

NOVEMBER 21, 2018

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. Often this is because they are not analyzing the complete Voice of the Customer (VoC), focusing only on structured, survey data.

Multichannel 62

Multichannel Best practices Surveys Sales 62

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. 44% of consumers surveyed by Eptica wanted their Facebook query answered in 30 minutes , yet real-world testing found that the average response time from UK brands was 3 hours 25 minutes.

Customer Service 55

Customer Service Multichannel Best practices Self service 55

Verint

SEPTEMBER 13, 2017

However, in the digital, multichannel customer engagement world of today, the evolving and more astute customer base has higher expectations, as well as a strong desire to do things themselves via self-service applications. 1 Ovum, The Advancement of Self-Service Solutions in Customer Engagement , April 2017.

Self service 26

Self service Multichannel Management Enterprise 26

VocalCom

JUNE 17, 2019

According to Business Insider, 67% of customers worldwide used a chatbot for support in 2017—and the numbers continue to rise. A survey by MyClever Agency found that 64% of customers believe that chatbots’ ability to provide 24/7 service is a top benefit. They get 24/7 customer service. They love the benefit of self-service.

Chatbots 48

Chatbots Contact center software Self service Banking 48

COPC

OCTOBER 25, 2017

Chief among them are Benchmarking , Industry Consumer Research , Customer Surveys and Focus Groups. Customer surveys and focus groups, however, provide information about YOUR customers and provide an opportunity for a more detailed drill down of customer wants and expectations. Customer Surveys. Focus Groups.

Customer centricity 40

Customer centricity Benchmark Surveys Customer Experience 40

COPC

NOVEMBER 3, 2016

According to the latest edition of the CXMB Consumer Survey. and Execs in the Know have published survey results of the 2016 Customer Experience Management Benchmark (CXMB) Series Consumer Edition, which focuses on customer journey insights from the consumer’s perspective. Each year COPC Inc.

Customer Care 40

Customer Care Surveys Benchmark 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. of all retail sales.

Multichannel 52

Multichannel Best practices Engineering Analytics 52

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. Global Contact Centre Benchmarking Report, Dimension Data 2017.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

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

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”. Zappos (@zappos) January 3, 2017. Buffer (@buffer) January 3, 2017.

Omni-channel support 38

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

GetFeedback

APRIL 25, 2019

This shift isn’t lost on businesses either—in 2017, two-thirds of marketers say their companies compete mostly on the basis of customer experience (CX), according to a Gartner Customer Experience survey. Consistently survey your customers after important milestones, like a purchase or onboarding.

Customer Service 74

Customer Service Multichannel CRM Journey mapping 74

Comm100

AUGUST 23, 2018

Multichannel” and “omnichannel” have been buzzwords for years now. These companies know that customers want user-friendly mobile experiences that they can access on the go (in 2017, 67 percent of website traffic worldwide was generated from mobile devices). Organic Mobile Experiences Blur Channel Lines.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Eptica

MARCH 21, 2019

The research has two strands; first, we surveyed 1,000 consumers on their attitudes and expectations around trust; second, we conducted real-world research that tested the ability of 50 leading UK brands to provide fast, consistent and accurate answers on the key channels of the web, social media, email and chat.

Multichannel 80

Multichannel Banking Self service Surveys 80

COPC

MAY 16, 2018

And while this approach is covered in great detail in a four-part blog published in October 2017 (which can be found here ), the foundational steps of taking a customer-centric approach to channel strategy are as follows: Step 1: Ask which channels are currently offered and which channels customers are actually using.

Surveys 42

Surveys Journey mapping Customer centricity Entertainment 42

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. .

Customer Service 158

Customer Service Airlines Customer centricity Accountability 158

Eptica

JUNE 28, 2017

Date: Wednesday, June 28, 2017 Transforming customer experience to survive. Published on: June 28, 2017. To be held on 6th July 2017 in central London, it features ten topic streams, packed full of case studies that show how leading organizations have transformed CX.

Customer Experience 50

Customer Experience Multichannel Best practices Marketing 50

Pointillist

MAY 23, 2018

According to a recent Forrester survey, 88% of CX pros are doing customer journey mapping. Next, qualitative data captured in employee notes, interview transcripts, and call center logs, as well as quantitative data from surveys and other databases and systems, is added to the journey. Surveys and questionnaires, including VoC, CSAT.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90

Eptica

JANUARY 17, 2018

Plus these figures are growing – 82% of British consumers researched in 2017 say email is their most popular online activity, up 3% from the year before. What were the key CX trends in 2017? According to analysts Contact Babel, email makes up an average of 20.5% Share this page on: Tweet.

Customer Service 49

Customer Service Multichannel Best practices Surveys 49

Pointillist

APRIL 17, 2019

According to Gartner, client inquiries on CDPs doubled between the first half of 2017 and the first half of 2018. Marketers are using a variety of systems today to design, manage and measure multichannel campaigns. Customer Data Platforms (CDPs) The hype around Customer Data Platforms (CDPs) is at an all-time high.

Analytics 51

Analytics Journey mapping Multichannel Government 51

Eptica

JULY 21, 2019

But, it’s relevant to you and I didn’t want to scare you ;) * Great at a few or average at a lot In Dimension Data’s 2017 Global Customer Experience Benchmarking Report they found that, on average, organisations are offering their customers a choice of nine different channels with which to engage with them. I think so.

Best practices 86

Best practices Multichannel Benchmark Surveys 86

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? Other agent investment priorities include training (as listed by 57% of companies surveyed), quality monitoring and management (54%), dashboards (53%) and scheduling and forecasting (50%). Introduction.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40

Comm100

FEBRUARY 6, 2018

As of mid 2017, those services also include free marketing automation. Hubspot opens marketing up well beyond email, creating a multichannel marketing experience for its users. From Salesforce to Survey Monkey, Hubspot makes it easy for companies to connect to their favorite software solutions. Shopify Plus.

CRM 41

CRM Enterprise SaaS Marketing 41