Bold360

MARCH 9, 2017

As Forrester posited, we are in the Age of the Customer, and in this era of immediacy and availability, offering digital self-service is a requirement for any company hoping to provide high-level service for consumers. Human-like Interactions for True Connection with your Customers Where They’re Comfortable.

Omni-Channel 65

Omni-Channel Self Service Consumers Connections 65

Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Published on: June 17, 2016. One of the key points raised is that while senior managers now understand the importance of customer experience , many are unsure where to start when it comes to improving what they offer to consumers.

Self Service 48

Self Service Customer Experience Chief Customer Officer Knowledge Base 48

Team Support

JANUARY 9, 2024

There are more ways than ever for customers to get in touch with tech support. Ever wonder what customer service looked like 50 or 60 years ago? Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. One of the early pioneers in CRM software was ACT!

Technology 59

Technology Chatbots Call Center Social Media 59

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Published on: January 20, 2016. Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year? Eptica research backs up the need to make self-service easier.

Self Service 48

Self Service Customer Service CRM Contact Center 48

Eptica

MARCH 31, 2016

Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. Published on: March 31, 2016. Being able to find answers to their questions quickly is therefore a vital part of the customer experience. Average performance becomes the norm?

Self Service 48

Self Service Customer Service Entertainment Fashion 48

TechSee

MAY 1, 2018

AI is revolutionizing the way utilities operate, optimize and provide service to their customers. AI in utilities is also playing an increasingly central role in customer-facing interactions. Gartner reports that the vast majority of utilities’ investment in AI is earmarked for customer service.

Self Service 132

Self Service Analytics Call Center Report 132

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Published on: January 08, 2016. However, not every retailer will have felt the benefit, as consumers focused on those that provided the right combination of customer service, price and stock availability.

Self Service 48

Self Service Customer Experience Ecommerce Social Media 48

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Published on: April 27, 2016. Driven by the rise of the internet and improved communications, individuals are increasingly happy to look beyond their own country when it comes to buying goods and services.

Self Service 48

Self Service Customer Experience Social Media Knowledge Base 48

Eptica

NOVEMBER 9, 2016

Date: Wednesday, November 9, 2016 Connecting with your customers across APAC. Published on: November 09, 2016. Author: Vincent Giraud Traditionally brands have segmented their customer bases by demographic factors such as age, and used this information to drive specific customer experiences for each group.

Connections 72

Connections Self Service Social Media Innovation 72

Tricia Morris

MAY 31, 2016

Customer expectations are changing, and to be successful, brands’ delivery on customer experience must too. Predictive, proactive, personalized experiences are key, and companies should leverage the tools they have to work toward “mass personalization at scale,” says Wang. trillion dollars due to customer churn.

CRM 40

CRM Customer Experience Self Service Conference 40

Eptica

JULY 8, 2016

Date: Friday, July 8, 2016 Delivering what US consumers want. Published on: July 08, 2016. Author: Chris Eideh Knowing your customers is at the heart of designing and delivering the right experience to engage with them successfully. So, what does this mean for customer experience?

Consumers 50

Consumers Self Service Multi-Channel Financial 50

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. It found that you need to deliver high levels of service on all channels if you want to win and retain customers.

Self Service 48

Self Service Customer Service Social Media Knowledge Base 48

Eptica

OCTOBER 12, 2016

Date: Wednesday, October 12, 2016 Is it really time for your company to embrace chatbots? Published on: October 12, 2016. Author: Pauline Ashenden One of the most talked about current trends in customer experience is the rise of chatbots , with many companies investigating using them to interact with customers on messaging apps.

Chatbots 48

Chatbots Self Service Company Contact Center 48

Eptica

AUGUST 5, 2016

Date: Wednesday, August 17, 2016 4 lessons from the Forrester CX Index. Published on: August 17, 2016. Author: Pauline Ashenden Forrester has just published its 2016 US Customer Experience Index , providing an update on the state of CX across multiple sectors. This shows in their performance within the Index.

Self Service 50

Self Service Wireless Social Media Contact Center 50

Eptica

SEPTEMBER 21, 2016

Date: Wednesday, September 21, 2016 Digital disruption in insurance – why it is all about service. Published on: September 21, 2016. This is something that online companies such as Amazon specialize in, building strong customer loyalty by offering a seamless digital experience.

Insurance 48

Insurance Self Service Transportation Policies 48

Clicktools

MAY 24, 2017

. ~~~. Competitive pricing, a slew of innovative features and benefits, nailing customer service—the list of methods for getting ahead in today’s competitive marketplace is stacked with valid tactics like these. Easy: prioritizing customer experience (CX)—a make-it or break-it factor for many brands. Customer engagement.

Engagement 45

Engagement Customer Experience Self Service Social Media 45

Eptica

MARCH 18, 2016

Date: Friday, March 18, 2016 UK retail customer service failing to move forward. Published on: March 18, 2016. Customers are pushing retailers to innovate and deliver new services , improved experiences at lower prices. 10% fewer companies allowed non-customers to email them compared to 2015.

Retail 48

Retail Self Service Customer Service Entertainment 48

Tricia Morris

DECEMBER 18, 2015

This year’s lineup of contributors includes: • Bill Patterson: Microsoft General Manager of Service Engagement. Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder. Sumair Dutta: The Service Council Chief Customer Officer and Former Aberdeen Customer Experience Analyst.

Trends 40

Trends Chief Customer Officer Customer Service eBook 40

Tricia Morris

FEBRUARY 19, 2016

Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. 2015 Aspect Consumer Experience Survey ).

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. This means that organizations need to ensure that the customer experience meets the needs and expectations of Millennials if they want to win and retain their business. Here are five areas for focus on: 1.

Customer Expectations 48

Customer Expectations Meeting Self Service Social Media 48

Eptica

APRIL 8, 2016

Date: Friday, April 8, 2016 Technology with the human touch. Published on: April 08, 2016. In turn, this has revolutionized customer service , adding new channels and new expectations when individuals want to speak to brands.

Technology 48

Technology Self Service Contact Center Knowledge Base 48

Eptica

FEBRUARY 9, 2016

Date: Tuesday, February 9, 2016 Using email customer service to build emotional engagement. Published on: February 09, 2016. Author: Steve Nattress Email has been a mainstay of customer service since its inception , providing a digital alternative to the telephone for consumers.

Self Service 48

Self Service Engagement Customer Service Social Media 48

Eptica

JULY 20, 2016

Date: Wednesday, July 20, 2016 What do millennials expect from customer service? Published on: July 20, 2016. Author: Guest author: Chloe Hacquard We hear a lot about the impact of millennials on customer service, and how they are driving change in customer service. Two strikes.

Omni-Channel 48

Omni-Channel Self Service Customer Service Social Media 48

Tricia Morris

JUNE 17, 2016

Consumers today expect to engage with brands just as easily online and on their mobile devices as they do on the phone or in person (if not more so). Microsoft’s 2016 State of Global Customer Service Report shows that globally, 55% of consumers’ customer service interactions now begin online rather than on the phone or in person.

Interaction 40

Interaction Self Service Customer Service Report 40

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. This shift to a mobile first world has a big impact on the customer experience and customer service. There are three areas to focus on: 1.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

John Paul

JULY 17, 2018

July 17 th , 2018 – Hong Kong – John Paul, the number one worldwide loyalty solutions service that was acquired by AccorHotels in 2016, is fast expanding in Asia Pacific (APAC). A highly innovative digital self-service solution. Andrew Quake, CEO APAC John Paul.

Omni-Channel 40

Omni-Channel Leadership Self Service Automotive 40

CCO Council

OCTOBER 28, 2017

A recent HBR article described a 2016 study examining the forecast rate of digital disruption. My personal conversations with chief customer officers (CCOs) confirm that B2B industries are not far behind. Executives expect digital disruption to be the most severe in B2C industries, particularly in media. Where are you at?

Self Service 40

Self Service Chief Customer Officer B2C B2B 40

WorkOutLoud

JANUARY 23, 2018

Article Summary: There is a strong correlation between Customer Retention and a positive Customer Experience, and an even more direct correlation between Customer Churn and a negative experience. How strategic are your customers to your organization, do you view them as strategic at all? of SuperOffice.

Customer Experience 40

Customer Experience Self Service Social Media Multi-Channel 40

CSM Magazine

JUNE 20, 2016

The trends and challenges impacting contact centre people, processes and technology, illustrated with case studies and in-depth Interviews with customer service leaders. We have come a long way within the customer service industry since Automatic Call Distributor (ACD) technology in the 1960s.

Omni-Channel 40

Omni-Channel Exceptional Customer Service Self Service Customer Service 40

Avaya

DECEMBER 1, 2016

According to the Wall Street Journal, 2016 Thanksgiving and Black Friday sales have already accounted for more than $3 Billion in “desktop spending”—aka, e-commerce. While many of these purchases are simply one click and a check off of gift lists, the customer probably made several decisions well before the submit-order button was activated.

Customer Experience 40

Customer Experience Contact Center Self Service CRM 40

Verint

DECEMBER 13, 2016

Earlier this month, we wrapped up Verint’s global Engage customer events for the year at the amazing Savoy Hotel in London.

Engagement 39

Engagement Customer Engagement Hotels Customers 39

John Paul

OCTOBER 22, 2018

The John Paul solution allows car manufacturers to create real relationships with their customers and respond to their growing issues around mobility. Customers of the largest car brands are now benefiting from John Paul’s services in white label. JOHN PAUL, THE PERFECT TRAVEL COMPANION FOR DRIVERS.

Self Service 40

Self Service Automotive Transportation Travel 40

Tricia Morris

JANUARY 29, 2016

Of course I am referring to their expertise and engagement with the game Minecraft – a game that, once you overcome the lack of impressive graphics and a tad bit of motion sickness, will teach you all you need to know about the most disruptive and transformative shift of control in managing, maintaining, and maturing customer relationships, ever.

Customer Engagement 40

Customer Engagement Engagement CRM Self Service 40

Verint

OCTOBER 24, 2017

Your marketing organization has missed an opportunity to engage with this customer, and may now miss future opportunities. Your customer service organization lacks the insight that this is an issue customers need assistance with. Your customer journey now has a blind spot.

Self Service 30

Self Service Knowledge Base Contact Center eBook 30

Think Customers

JULY 26, 2016

As customers continue to increase their use of digital channels and self-service tools for customer service, it's only natural that the volume of calls hitting contact centers has been shrinking.

Contact Center 40

Contact Center Self Service Report Customer Service 40

Avaya

JUNE 14, 2016

My first exposure to self-service IVR application development was back in the early 1990s. In fact, a study by Marchex released earlier this year estimated that I and my fellow Americans will be on hold in 2016 for more than 900 million hours. That’s a lot of wasted time. So what do I end up doing?

Innovation 40

Innovation Self Service Knowledge Base Contact Center 40

Bold360

APRIL 27, 2017

As the winter slips away and the days start getting longer and warmer, your customers start thinking about summer. Travel and tourism can be difficult areas for retaining customer loyalty, with websites set up exclusively to pit brands against one another on the best deals for hotels and rock-bottom prices on flights. engender loyalty!

Tourism 56

Tourism Travel Customer Service e-support 56