NICE inContact

FEBRUARY 3, 2020

Now more than ever, personalised customer experiences are key to success. Personalised, multichannel service is no longer a perk; it’s what customers expect. However, you may not realise that personalisation is central to the success of your contact centre agents too.

Multichannel 62

Multichannel Customer Experience 62

Eptica

OCTOBER 4, 2017

Date: Friday, October 6, 2017 3 reasons why multichannel customer service is important to NHS BSA. You might also be interested in these posts: National Customer Service Week: The opportunity of Artificial Intelligence. Bridging the chat gap in customer experience. The changing face of UK customer experience.

Multichannel 48

Multichannel Customer Service Self service Customer Experience 48

Global Response

MARCH 18, 2022

How to improve the customer experience in your call center. When it comes to customer service, quality is the name of the game. Did you know that 70% of customers will spend more money with a company if they have a good customer experience? Here’s 6 ways to improve customer service in a call center.

Call Center 71

Call Center Customer Experience Abandon rate Average Handle Time 71

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. The rise of social media and increasingly demanding customers has changed all of this. The balance of power has changed – your brand is what your customers say it is, rather than how you define it within your organization. These are: 1.

Customer Experience 83

Customer Experience Multichannel Advertising Contact Center 83

TeamSupport

JANUARY 30, 2023

What is a Seamless Customer Experience A seamless customer experience is one where the customer interacts with a company in a smooth, effortless manner. The customer feels that their needs are understood, meaning the company is able to anticipate the customer's needs and proactively offer solutions.

Customer Experience 52

Customer Experience Chatbots CRM Multichannel 52

Eptica

OCTOBER 16, 2015

Date: Friday, October 16, 2015 The opportunity for European customer experience. Author: Olivier Njamfa From Berlin to Bermuda, and San Francisco to Singapore, consumers increasingly demand a superior customer experience from the organizations that they choose to buy from. Published on: October 16, 2015.

Customer Experience 75

Customer Experience Multichannel Banking Customer centricity 75

Fonolo

MARCH 12, 2019

TJ’s has also picked up some notable awards for customer experience, most recently ranking first among multichannel retailers in Forrester Research’s 2018 U.S. Customer Experience Index. They Don’t Ignore the Importance of Employee Experience. 6 Must-Read Customer Experience Trends in 2019.

Customer Experience 86

Customer Experience Multichannel Customer Service Personalization 86

Eptica

NOVEMBER 29, 2017

Date: Wednesday, November 29, 2017 The changing face of European Customer Experience. Author: Olivier Njamfa How good are European companies at delivering the customer experience that consumers demand? You might also be interested in these posts: UK brands struggling with digital customer experience.

Customer Experience 49

Customer Experience Multichannel Surveys Marketing 49

Eptica

NOVEMBER 16, 2016

Date: Wednesday, November 16, 2016 How does customer experience affect sales growth? Author: Neil Cox Customer experience has been front of mind for marketing and customer service professionals for a number of years, but does it really have a big impact on the bottom line? Published on: November 16, 2016.

Sales 54

Sales Customer Experience Multichannel Airlines 54

Hodusoft

FEBRUARY 29, 2024

That’s one of their most potent tools to deliver exceptional customer service. The MSP market has become extremely competitive and customer service matters a lot in providing a competitive edge. As per one recent study by Datto, MSPs, on average, serve 122 clients. If you’re reactive, you end up focusing on repairing.”

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52

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

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? So, how are UK travel companies doing in terms of online customer experience? Travel has been transformed by the internet, but many companies don’t seem to have transformed their customer experience to compete.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49

Nicereply

NOVEMBER 12, 2019

Luckily, as customer experience has grown in importance, so has the tooling that helps us provide it. Customer Experience, up until recently, wasn’t really in the limelight. As long as your customers’ questions got answered, it didn’t really matter how it happened. Customer journey mapping. Meeting notes.

Journey mapping 75

Journey mapping Customer Experience Multichannel Contact Center 75

Eptica

NOVEMBER 11, 2015

Date: Wednesday, November 11, 2015 Comparing the retail customer experience in the United States and United Kingdom. Essentially they can improve their experience by reviewing how other people operate and applying best practice. Published on: November 11, 2015. Share this page on: Tweet.

Multichannel 75

Multichannel Customer Experience Self service Advertising 75

ijgolding

AUGUST 3, 2018

Sticking with the retail industry, it gives me no pleasure to bring this to life with a case study – an example of exactly why organisations are failing to transform and ultimately survive in an increasingly disrupted world. I and my family have been ‘customers’ of FatFace for several years.

Multichannel 76

Multichannel Customer centricity Sales Management 76

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. This increases the focus on delivering an excellent customer experience to consumers, wherever they are located, if companies are going to have meaningful, engaged conversations with their audiences. Published on: April 27, 2016.

Multichannel 49

Multichannel Customer Experience Transportation Self service 49

Eptica

JUNE 8, 2016

The state of UK travel customer experience. At the same time with so many options to choose from online, customers are more discerning about where they take their business, insisting on excellent customer service at all times. Given these factors, how is the sector performing when it comes to customer experience?

Airlines 49

Airlines Multichannel Customer Experience Contact Center 49

Fonolo

MARCH 19, 2019

A study by J.D. Power found that utility companies “are among the lowest-performing industry groups when it comes to delivering distinct digital customer experiences.” These findings have not escaped the notice of customers who are not shy about vocalizing their disappointment. What’s Inside: .

Technology 106

Technology Customer Service Multichannel Healthcare 106

Eptica

JUNE 10, 2016

Date: Friday, June 10, 2016 Adding emotion to the customer experience. Author: Pauline Ashenden Delivering the right customer experience isn’t just about systems and processes – it is also about how the consumer feels during, and at the end of, the journey. Published on: June 10, 2016.

Customer Experience 49

Customer Experience Multichannel Contact Center Metrics 49

Eptica

NOVEMBER 13, 2015

Date: Friday, November 13, 2015 7 ways banks can transform customer experience. These companies are often built on innovative technology that means they can carry out transactions faster, smarter and more efficiently, than rivals, while delivering a superior customer experience. Published on: November 13, 2015.

Banking 77

Banking Customer Experience Finance Multichannel 77

Eptica

AUGUST 3, 2018

Date: Wednesday, August 8, 2018 Author: Pauline Ashenden - Marketing Manager Are telecoms operators connecting to digital customer experience? This means that creating a superior customer experience and making it as easy as possible for consumers to do business with you are vital differentiators for all telecoms service providers.

Customer Experience 49

Customer Experience Best practices Multichannel Chatbots 49

Eptica

MAY 6, 2020

” Against this backdrop, how are banks performing when it comes to putting the customer at the heart of everything they do? Just prior to the crisis, the 2020 Eptica Digital Customer Experience Study surveyed 50 brands in five vertical sectors – including ten leading UK banks.

Banking 79

Banking Customer Service Multichannel Best practices 79

Eptica

NOVEMBER 27, 2015

Date: Friday, November 27, 2015 Mobile – at the heart of the customer experience. The study, from Nottingham Trent University , also found that much of the time most users don’t even realize they are doing it, with consumers spending twice as much time on their phones as they think. Published on: November 27, 2015.

Customer Experience 51

Customer Experience Multichannel Advertising Banking 51

Serenova

JUNE 24, 2020

Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Organizations that deliver consistently positive customer experiences thrive through any crisis. But more channels does not equal an omnichannel experience.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Published on: January 06, 2016.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

Serenova

JUNE 24, 2020

Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Organizations that deliver consistently positive customer experiences thrive through any crisis. But more channels does not equal an omnichannel experience.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Author: Robin Tandon While the peak season for retailers isn’t yet over, many companies are already taking stock and looking at their performance, as well as studying the wider trends that emerged in the run up to Christmas 2015.

Customer Experience 49

Customer Experience Multichannel Self service Contact Center 49

Hodusoft

MARCH 13, 2024

By doing so, the technological tools enhance employee productivity and customer experience. BPO contact centers operate around the clock, ensuring 24/7 availability for customer queries. Multichannel Support Gone are the days when customers preferred to contact a bank or financial institution using audio calls.

Contact Center 52

Contact Center Customer Support Contact center software outsourcing 52

Eptica

MARCH 2, 2016

Date: Wednesday, March 2, 2016 The importance of trust to the customer experience. Trust that the company will live up to its promises, provide the product or service it specified and not let the customer down. Published on: March 02, 2016. Share this page on: Tweet.

Customer Experience 60

Customer Experience Multichannel Entertainment Advertising 60

Eptica

MARCH 16, 2016

Date: Wednesday, March 16, 2016 The importance of emotion to successful customer experiences. Think of the most basic transactions – the ones you remember most are those where you either had an extremely positive or negative emotional experience. Published on: March 16, 2016. Share this page on: Tweet.

Customer Experience 49

Customer Experience Multichannel Metrics Contact Center 49

Eptica

SEPTEMBER 10, 2015

As technology gets more complex, and consumers look to connect it all together, the importance of the customer experience becomes ever more vital. Looking online, how are consumer electronics companies faring when it comes to the digital customer experience? and How do I get a replacement manual for my product?

Multichannel 76

Multichannel Customer Service Banking Self service 76

Beyond Philosophy

JUNE 11, 2015

Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. They should want this because study after study shows the financial rewards of having loyal customers. Trader Joe’s does not have a customer loyalty program.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

Eptica

JANUARY 15, 2020

Date: Wednesday, January 15, 2020 Author: Steve Nattress 4 ways to differentiate with superior email customer service. Author: Steve Nattress In a multichannel world neglecting email for customer service risks both satisfaction and revenues. Taking stock of customer service in 2019. Published on: January 15, 2020.

Customer Service 99

Customer Service Multichannel Best practices Analytics 99

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Author: Derek Lewis Many organizations are embracing digital transformation , making investments to enhance the customer experience they deliver on these digital channels, such as email, chat, the web and social media.

Customer Service 75

Customer Service Multichannel Self service Surveys 75

Eptica

OCTOBER 19, 2016

Author: Chris Eideh Earlier this month, we published the 2016 Eptica Insurance Multichannel Customer Experience Study , which evaluated how insurers in the US, across ten sectors are meeting the challenge of new digital channels for customer service. Published on: October 19, 2016. Share this page on: Tweet.

Multichannel 75

Multichannel Government Best practices Technology 75

ForeSee

NOVEMBER 19, 2014

In late October we started surveying Americans shopping online, via mobile apps, and in retail chain stores as part of our research for the Answers™ Experience Index (AXI): 2014 U.S. Retail Report , a multichannel, customer experience study that will be published in mid-December.

Multichannel 86

Multichannel Surveys Customer Experience 86