Eptica

APRIL 29, 2016

Date: Friday, April 29, 2016 Insurers struggling to connect with customer service. Published on: April 29, 2016. Greater competition and the rise of price comparison sites are impacting revenues and margins, while customer loyalty is a thing of the past. In 2015 just half gave accurate answers.

Insurance 48

Insurance Connections Customer Service Self Service 48

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 Contact Center CRM 48

Eptica

APRIL 18, 2016

Date: Monday, April 18, 2016 Hanging on for telecoms customer service. Published on: April 18, 2016. Author: Pauline Ashenden In the past telecoms has gained a reputation for poor customer service. Its latest data found that the total volume of telecoms and pay TV complaints decreased between Q3 and Q4 2015.

Customer Service 48

Customer Service Social Media Poor Customer Service Consumers 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

Eptica

JUNE 1, 2016

Date: Wednesday, June 1, 2016 What is holding back chat in customer service? Published on: June 01, 2016. Author: Neil Cox Amongst consumers, chat is fast becoming a mainstream channel for customer service. For example in the 2014, 13% of companies claimed to offer it, and in 2015 this doubled to 26%.

Customer Service 48

Customer Service Knowledge Base Contact Center Consumers 48

Tricia Morris

FEBRUARY 19, 2016

Here is a collection of 16 statistics shaping customer service for today and tomorrow: 1. 76% of consumers say they view customer service as the true test of how much a company values them. 2015 Aspect Consumer Experience Survey ). 2015 Global State of Multichannel Customer Service Report).

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

Eptica

MARCH 11, 2016

Date: Friday, March 11, 2016 How good are UK brands at email customer service? Published on: March 11, 2016. However, UK brands are struggling to cope with the emails they receive , with performance overall worsening according to the latest Eptica Multichannel Customer Experience Study. There are over 4.35

Brands 48

Brands Customer Service Insurance Retail 48

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

Verint

MARCH 22, 2018

I love to see new stats and research about the future of customer engagement. These provocative trends are what drive a lot of our thinking here at Verint, as we’re eager to learn if the future trends in these studies align with our experience, and that of our customers, too.

Customer Engagement 38

Customer Engagement Self Service Engagement Infographics 38

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. We brought the industry’s first customer engagement hub to market.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. There are three areas to focus on: 1.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Eptica

JULY 27, 2016

Date: Wednesday, July 27, 2016 Is customer service investment actually delivering? Published on: July 27, 2016. Making conversations count Despite what many consumers may believe, poor service is not normally deliberate. A good example of the benefits of overhauling customer service is budget airline Ryanair.

Customer Service 48

Customer Service Poor Customer Service Contact Center Airlines 48

Michelli Experience

FEBRUARY 14, 2017

Great customer experience brands are not only “visual storytellers” but they are supporting their customers as those brand loyalists visually communicate about their brand journey. Thanks to livestream.com we know: 81% of internet and mobile users watched more video in 2016 than 2015.

Video 235

Video Retail Communication Course 235

Tricia Morris

OCTOBER 19, 2015

CRMUG Summit 2015 landed record-setting attendance numbers recently with Microsoft Dynamics CRM users across sales, marketing and service converging to share use cases, tips and successes in their areas of expertise. Service is a Growing CRM Investment. Customer Service Maturity Yields Measurable Gains.

Self Service 40

Self Service Wireless Customer Service CRM 40

Eptica

DECEMBER 23, 2015

Date: Wednesday, December 23, 2015 How customer service techniques can ensure a stress-free Christmas. Published on: December 23, 2015. Author: Pauline Ashenden With the holidays now nearly upon us, spare a thought for customer service teams who have to keep working right up to, and through, Christmas itself.

Customer Service 48

Customer Service Contact Center Knowledge Base Retail 48

Provide Support

JUNE 2, 2016

In today’s digital, fast-paced world customer expectations and the rules of customer engagement are rapidly changing. What used to be acceptable and satisfactory in customer service a while ago is no longer enough. And, not surprisingly, they will no longer tolerate poor customer service. Read more.

Consumers 40

Consumers Infographics Customer Service Poor Customer Service 40

Eptica

FEBRUARY 12, 2016

Date: Friday, February 12, 2016 Has UK customer service turned a corner? Published on: February 12, 2016. This means that delivering the right levels of customer satisfaction is a journey not a destination. Author: Derek Lewis In today’s fast changing world consumer expectations are continually rising.

Customer Service 48

Customer Service Knowledge Base Contact Center Banking 48

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement. Keep an eye out for new posts in the new year! Thanks again for reading!

Customer Experience 48

Customer Experience Banking Metrics Customer Experience Management 48

Eptica

JANUARY 27, 2016

Date: Wednesday, January 27, 2016 Social customer service – why it is a continuous journey. Published on: January 27, 2016. Author: Michael Cheung All brands should now understand the importance of social media to customer service. Over 1 million people view tweets about customer service every week.

Social Media 48

Social Media Customer Service Contact Center Retail 48

Think Customers

JANUARY 3, 2016

As we embark on a new year, we can't forget the dominant trends of 2015. From virtual reality to the rise of the digital world, the past year saw emerging technologies that will likely help to elevate the customer experience throughout 2016. 1to1 Media covered numerous trends that influenced the customer experience.

Customer Journeys 40

Customer Journeys Customer Experience Engagement Trends 40

Eptica

JULY 6, 2016

Date: Wednesday, July 6, 2016 Understanding 6 key trends in UK customer service. Published on: July 06, 2016. Author: Steve Nattress Customers are increasingly demanding about the levels of service that they receive from brands. This gives a faster, more comprehensive and efficient service.

Trends 49

Trends Customer Service Social Media Contact Center 49

Eptica

OCTOBER 14, 2016

Date: Friday, October 14, 2016 What customers want this Christmas when it comes to service. Published on: October 14, 2016. over the course of 2016 holiday shopping season in the US, hitting $655.8 Author: Neil Cox New figures from the National Retail Federation point to sales increasing by 3.6%

Ecommerce 48

Ecommerce Social Media Retail Consumers 48

Eptica

NOVEMBER 16, 2016

Date: Wednesday, November 16, 2016 How does customer experience affect sales growth? Published on: November 16, 2016. 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?

Sales 48

Sales Customer Experience Insurance Airlines 48

Eptica

MARCH 4, 2016

Date: Friday, March 4, 2016 How good is the experience offered by UK brands? Published on: March 04, 2016. Author: Pauline Ashenden Over the past five years Eptica has regularly evaluated the multichannel customer experience offered by 100 of the UK’s biggest brands , across ten sectors.

Self Service 48

Self Service Brands Social Media Contact Center 48

Martin Hill-Wilson

JUNE 4, 2015

The average consumer rating for engaged staff was 6.8 , on a 10-point scale. 69% of customers who had a memorably positive customer service experience with an employee go on to recommend that organisation to their friends. The state of engagement is pretty clear from these snippets of research as are its consequences.

Customer Engagement 40

Customer Engagement Engagement Employee Engagement Roadmap 40

Michelli Experience

MARCH 15, 2017

today announced that bottled water surpassed carbonated soft-drinks in 2016 to become the largest beverage category by volume, capping what it described as a “remarkable, decades-long streak of vigorous growth.”…Total billion gallons in 2015 to 12.8 The article went on to note: “Industry tracker Beverage Marketing Corp.

Trends 230

Trends Brands Sales Course 230

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

Natalie Petouhof

DECEMBER 1, 2015

So companies can reach out and better connect with customers. Microsoft’s customer engagement solution, Dynamics CRM 2016, will be available worldwide. Unified Service – CRM 2016 delivers a single, unified solution for Customer Service across self-service, agent assisted service and field service.

Conference 40

Conference CRM Self Service Innovation 40

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. “I have learned in 2016 that our customers (aged 18-24 years old or the millennials) spend most of their time…” On their mobile devices. Sasha Tenodi.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. Author: Chris Eideh Businesses understand that improving the customer experience has a direct impact on revenue generation. Happier customers are more loyal, will spend more and recommend your company to their friends.

ROI 50

ROI Self Service Customer Experience Airlines 50

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. Author: Neil Cox In 2015 the US Census Bureau reported that Millennials outnumbered Baby Boomers for the first time , meaning they now make up a quarter of the population. Share this page on: Tweet.

Customer Expectations 48

Customer Expectations Meeting Self Service Social Media 48

Eptica

OCTOBER 16, 2015

Date: Friday, October 16, 2015 The opportunity for European customer experience. Published on: October 16, 2015. 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.

Customer Experience 48

Customer Experience Banking Contact Center Customer Centricity 48

CSM Magazine

MARCH 13, 2022

Dixa is used by consumer-facing and digital-first brands to serve customers across multiple channels, touchpoints and experiences from a single screen including social media, chat, voice and messaging apps, enabling an outstanding experience for both customers and agents. . About Dixa.

Self Service 52

Self Service Chatbots Knowledge Base Analytics 52

Eptica

JUNE 8, 2016

Date: Wednesday, June 8, 2016 Unhappy holidays? The state of UK travel customer experience. Published on: June 08, 2016. 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.

Travel 48

Travel Airlines Customer Experience Social Media 48

CSM Magazine

DECEMBER 2, 2015

billion on Black Friday, British consumers are much less satisfied with retail customer service compared to Christmas 2014. This is according to new research from multichannel customer engagement software provider Eptica. Despite record UK sales of £1.1 37% of Britons are unhappy with the experience in store, with 27%.

Customer Experience 40

Customer Experience Retail Mobile Customer Service Online Experience 40

ProProfs Chat

FEBRUARY 13, 2020

Customer Loyalty Through Customer Satisfaction. Customer Loyalty Program Improving Sales. Mobile Customer Loyalty. Customer Loyalty Brands. Customer Service Loyalty. Retail Customer Loyalty. Customer Loyalty & Retention. Customer Loyalty & Experience. million to 3.8

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

Eptica

NOVEMBER 27, 2015

Date: Friday, November 27, 2015 Mobile – at the heart of the customer experience. Published on: November 27, 2015. Fail to deliver what customers want, and, no matter how good your desktop experience, you are likely to lose business if you fail to deliver on mobile devices. Share this page on: Tweet.

Customer Experience 48

Customer Experience Social Media Contact Center Consumers 48