Eptica

AUGUST 19, 2022

You might also be interested in these posts: Creating a framework for digital transformation. Tags: FCR, First Contact Resolution, contact centre, Call Centre Categories: Best Practice. Read the full article on our parent company Enghouse Interactive’s site here. Share this page on: Tweet.

Net Promoter Score 106

Net Promoter Score B2B Metrics Interaction 106

Eptica

JULY 29, 2022

Author: Pauline Ashenden - Demand Generation Manager Driven by the rise of agile new entrants and the emergence of new digital channels, financial services companies are looking to new technology to digitise and automate customer service. Tags: Financial services, digital channels, digital CX Categories: Market Trends.

Financial 77

Financial B2B Trends Technology 77

Beyond Philosophy

NOVEMBER 27, 2020

An organization’s digital experience is vital to their success. We have been getting a lot of clients asking for a review of their digital experience. Many recognize that their digital transformation hasn’t resulted in the experience that they hoped it would be. These Value Drivers are essential to success.

Net Promoter Score 150

Net Promoter Score NPS Insurance Effort Score 150

Eptica

JULY 8, 2022

Creating a framework for digital transformation. Tags: knowledge management, Knowledge base Categories: Best Practice. Read the full article on our parent company Enghouse Interactive’s site here. Share this page on: Tweet. 6 ways of delivering excellent B2B customer service.

Management 71

Management Knowledge Base B2B Interaction 71

Eptica

JULY 1, 2022

Creating a framework for digital transformation. Tags: B2B Custsomer Service Categories: Market Trends, Best Practice. Visit our parent company Enghouse Interactive’s website to read the blog in full. Share this page on: Tweet. Automating and digitising CX in financial services.

B2B 71

B2B B2C Customer Service Trends 71

SurveySensum

DECEMBER 19, 2023

Studies have found a staggering 71% of consumers agree that digital signage captures their attention far more than online advertisements. Brands diving into this modern approach are reaping rewards, with 64% noting a surge in customer engagement linked directly to their digitally promoted signage. What is a Digital Signage Survey?

Customer Engagement 52

Customer Engagement Survey Engagement Feedback 52

AWS Machine Learning

JUNE 24, 2022

In a previous post , we talked about analyzing and tagging assets stored in Veeva Vault PromoMats using Amazon AI services and the Veeva Vault Platform’s APIs. The post discusses the overall architecture, the steps to deploy a solution and dashboard, and a use case of asset metadata tagging.

Policies 73

Policies Healthcare Effort Score Self Service 73

Pink Guava

JUNE 29, 2021

The emails, smartphones, social media, CRM systems pretty much led consumers to have access to multiple channel and landed to where we are today, highly digital, personalized and omni-channel experience. Consider technology and digital transformation as means to attain stellar customer experience and not a goal.

Omni-Channel 88

Omni-Channel e-support Return on Investment Policies 88

Lithium

MAY 4, 2021

The event for digital leaders is back! This September, you'll hear from leading global brands about creating winning digital-first strategies to deliver amazing customer experiences. Does your brand use Khoros technology to deliver world-class digital customer experiences? Hello, to all of our Atlas members! Apple iOS 14.5

Conference 52

Conference Analytics Social Media Roadmap 52

AWS Machine Learning

DECEMBER 12, 2023

Foundation models are pre-trained on a large and broad set of general data and are meant to serve as the foundation for further optimizations in a wide range of use cases, from generating digital art to multilingual text classification. On the Set description tag page, choose Create access key. Choose Done.

Interaction 100

Interaction Chatbots Training How To 100

Eptica

DECEMBER 22, 2022

Date: Thursday, Décembre 22, 2022 Author: Laurianne Merour - Digital Marketing Manager Identifier les bonnes performances des agents grâce à la technologie. Auteur: Laurianne Merour - Digital Marketing Manager L'IA automatise les tâches complexes et permet de reconnaître les agents qui ont fourni un excellent service.

Self Service 104

Self Service Interaction Chatbots Marketing 104

Eptica

MAY 6, 2020

Author: Pauline Ashenden - Demand Generation Manager The coronavirus pandemic is actually accelerating digital transformation in many verticals, and banking is a prime example. 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 Social Media Self Service 79

Eptica

JANUARY 24, 2020

. #1 Being asked for feedback ALL THE TIME While nothing beats the awkwardness of promising a cashier that you will absolutely take their survey and leave a glowing review as soon as you get home, digital customer experience can also lead to making consumers feel like part-time unpaid survey machines. as well as feedback surveys.

Self Service 106

Self Service Knowledge Base Customer Satisfaction Social Media 106

Talkdesk

MARCH 24, 2021

Insurers need to redesign business models to build their own digital transformation success story. Digital transformation has been top of mind in the insurance industry for quite some time now, but recent events have forced insurers to develop new ways of delivering value. The opportunity to reinvent policyholder service.

Insurance 53

Insurance Tips Contact Center Multi-Channel 53

TechSee

DECEMBER 3, 2019

Leading providers are now tapping the potential of images to fundamentally transform their knowledge bases. Moving from text search to automated visual search is as significant as the switch from paper to digital. A company-wide crowdsourcing effort to tag images of interactions enables the system to get smarter faster.

Knowledge Base 136

Knowledge Base Contact Center Customer Service Representative System 136

SurveySensum

SEPTEMBER 14, 2020

Digital customer experience is the new battleground. . The companies that are winning the digitalization race are acquiring more customers and making more money! Due to the COVID outbreak, digital transformation that was forecasted to happen in the next 5 years took place in just one, says Freshworks. .

Customer Experience 59

Customer Experience Social Media Multi-Channel Chatbots 59

Eptica

DECEMBER 12, 2018

Date: Wednesday, December 12, 2018 Author: Pauline Ashenden - Marketing Manager How CX is central to Digital Transformation. In fact, a global study by Vodafone recently found that 69% of firms believe they will fail if they don't move to a digital model. Published on: December 12, 2018. Half of the 400 U.S.-based

Self Service 65

Self Service Culture Study Chatbots 65

Eptica

NOVEMBER 24, 2022

Date: Thursday, Novembre 24, 2022 Author: Laurianne Merour - Digital Marketing Manager 4 bonnes pratiques pour favoriser le changement de canal. Auteur: Laurianne Merour - Digital Marketing Manager Faites la promotion de vos nouveaux canaux Comment encourager vos clients à utiliser davantage les canaux digitaux ?

Self Service 62

Self Service Interaction Marketing Management 62

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. More recent evolutions within AI make it feasible for AI to directly interact with customers through all digital platforms – not just chat, as seen so far.

Industry 114

Industry Customer Experience Analytics Training 114

Kustomer

NOVEMBER 4, 2020

It’s no secret that AI is transforming the way businesses interact with their customers. Automating manual tasks like tagging. Many are still adapting to new strategies of providing digital customer service , as well as enhancing their CX to cater to customer expectations in a virtual space. At least, we hope it won’t.

Omni-Channel 140

Omni-Channel Customer Experience Chatbots e-support 140

SurveySensum

NOVEMBER 10, 2023

Pros Different types of survey questions Affordable Multi-channel survey distribution Easy-to-use and implement Enables automated feedback tagging by category and sentiment Easy transfer of existing survey data from previous customer feedback tool Customizable reports and dashboards Cons Limited integrations but their support is flexible.

User Experience 52

User Experience Tools Feedback Analysis 52

Eptica

JULY 7, 2022

Date: Thursday, Juillet 7, 2022 Author: Laurianne Merour - Digital Marketing Manager Êtes-vous prêt à passer au niveau supérieur de l'expérience client ? Auteur: Laurianne Merour - Digital Marketing Manager Êtes-vous prêt à passer au niveau supérieur de l'expérience client ? Publié le: 07 Juillet 2022.

Customer Centricity 62

Customer Centricity Culture Chatbots Marketing 62

Bizagi

MARCH 20, 2020

Share your Modeler drawings on Facebook , LinkedIn or Twitter , and don’t forget to tag @Bizagi and use #ModelerMasterpiece. Please share your Modeler drawings on Facebook , LinkedIn or Twitter , and tag @Bizagi and use #ModelerMasterpiece. appeared first on Bizagi Blog - Ideas for Delivering Digital Transformation.

How To 89

How To Entertainment Tips Groups 89

Eptica

JANUARY 29, 2020

The role has never been static but is now seeing a rapid transformation. This doesn’t just affect phone calls - it applies equally to digital channels such as email and chat, where agents don’t have the benefit of being able to listen to the tone of the conversation.

Self Service 79

Self Service Customer Service Omni-Channel NPS 79

Peter Lavers

JULY 24, 2020

Digital transformation – oh, no not those words again! If this has been just another silo tagged on to the periphery of your business, you’re at real risk. Who’d have thought that Tesla – unencumbered with traditional dealer channels – would be the UK’s top selling car brand in a given month?

Trends 52

Trends Exercises B2B Leadership 52

AWS Machine Learning

DECEMBER 21, 2022

As the foundation for all digital workflows, the ServiceNow Platform® connects people, functions, and systems across your organization. Configure optional encryption settings and tags. He is primarily focused on Cloud adoption and Digital Transformation in Financial Services Industry. Enter an optional description.

Groups 73

Groups Policies Data Examples 73

Eptica

MAY 16, 2018

Date: Wednesday, May 16, 2018 Author: Anne-Claire Bellec How artificial intelligence can transform your customer experience. It gives the ability to understand the context, meaning, tone and emotion of digital conversations, empowering agents and enabling brands to deliver personalized service at scale. Published on: May 16, 2018.

Self Service 69

Self Service Customer Experience Chatbots CRM 69

Eptica

MAY 23, 2018

Established over 90 years ago, Charities Aid Foundation (CAF) helps transform lives and communities by working with charities of all sizes, assisting their fundraising and making it easy for individuals and corporate organisations to donate. 4 ways to transform your CX maturity levels. What are CAF's objectives?

Knowledge Base 55

Knowledge Base Case Study Trends Banking 55

Eptica

JULY 5, 2017

Date: Wednesday, July 5, 2017 Driving digital transformation within insurance. Author: Pauline Ashenden As in many industries, the insurance sector is experiencing radical changes due to digital transformation. You might also be interested in these posts: Transforming customer experience to survive.

Insurance 50

Insurance Social Media Policies Case Study 50

Eptica

APRIL 3, 2019

Let’s take a look at actionable insights about people’s irrational behavior as customers and the importance of the human touch in a digital transformation. Automation is Great But Keep an Eye on the Human Touch Digital transformation and automation are excellent additions to Customer Experiences.

Hospitality 74

Hospitality Self Service Trends Training 74

Eptica

DECEMBER 11, 2019

The world is becoming increasingly digital One in four interactions is now digital, which brings a variety of benefits for consumers and for businesses. Firstly, digital communication is of course generally cheaper. Although, even the cost of digital interactions is on the rise: email has gone up from £3.37

Self Service 75

Self Service Customer Service Social Media NPS 75

Kustomer

JANUARY 27, 2022

The global pandemic has led to digital-first communications now being the default between customers and businesses. With human interactions, one can utilize body language, notice visual queues and react in ways simply not possible in the digital realm. And the uncharted waters of the global pandemic have emphasized this fact even more.

Customer Service 105

Customer Service Self Service Social Media Customer Service Representative 105

Eptica

OCTOBER 31, 2018

They need to deliver more with less, but at the same time meet the needs of a more digitally-savvy audience. For example, half of UK citizens see digital services as ‘very important’ to their daily lives , while a quarter use them wherever possible. How CX is central to Digital Transformation.

Self Service 66

Self Service Customer Experience Social Media Chatbots 66

Eptica

FEBRUARY 6, 2019

Other companies have merged or transformed what they do. For example, automotive and oil companies need to transform to deal with the rise of electric and autonomous vehicles, while banks face competition from nimble fintech upstarts. Why else do more than eight out of ten digital transformation programs fail?

Automotive 73

Automotive Social Media Contact Center ROI 73

SurveySensum

MARCH 3, 2022

An intuitive dashboard compiles all your information in one place hassle-free to provide one-click analytical reports, feedback, reviews, tags, and more in one place. . A user-friendly dashboard provides sentiment analysis reports, negative and positive tagging, and real-time insights. . Custom dashboard. Closing the loop. Lexalytics

Tools 52

Tools Multi-Channel Analysis Analytics 52

NetBase

SEPTEMBER 4, 2020

This piece of your Martech Stack is foundational and will eventually be adopted company-wide as digital transformation takes over, so we have two tools to share here. Thanks to COVID-19, brands have had to digitally transform at breakneck speed or die. And we have some top picks for each! Slack is a good example here.

Tools 98

Tools Brands Ecommerce Advertising 98

Eptica

JANUARY 9, 2019

How AI can help transform VoC programs New Artificial Intelligence techniques are central to ensuring Voice of the Customer strategies provide business value. In this post , Taoufik Massoussi, Eptica Product Manager & Head of AI sets out five ways AI can transform your VoC performance. How CX is central to Digital Transformation.

Average Handle Time 89

Average Handle Time Self Service Chatbots ROI 89