Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 2016. 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.

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Self Service Customer Experience Social Media Insurance 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.

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Self Service Customer Service Contact Center CRM 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?

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Self Service Customer Service Entertainment Fashion 48

Kayako

JANUARY 5, 2017

Customers value the quality of customer service as much as price and quality of products. According to an American Express study , “Americans will spend 9% more with companies that provide excellent service.” Recent trends in customer service show that companies can delight their customers while generating revenues.

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Omni-Channel Self Service Trends Multi-Channel 95

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.

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Trends Chief Customer Officer Customer Service eBook 40

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).

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Self Service Customer Service Contact Center Omni-Channel 40

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.

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Self Service Customer Experience Ecommerce Social Media 48

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.

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Insurance Connections Customer Service Self Service 48

Eptica

OCTOBER 4, 2017

Date: Wednesday, October 4, 2017 National Customer Service Week: The opportunity of Artificial Intelligence. Author: Neil Titcomb We’re now part way through National Customer Service Week (NCSW), which provides the industry in the US and UK with the chance to take stock, celebrate success and share best practice.

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Self Service Customer Service Contact Center Social Media 68

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. And it’s not just the customers who are benefiting.

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Self Service Wireless Customer Service CRM 40

Tricia Morris

OCTOBER 9, 2015

It’s frightening to think just how much poor customer service can impact the customer experience and the overall reputation and bottom lines of brands and organizations. Recent consumer surveys have shown that just a single poor customer service experience can lead to the sudden demise of even the longest customer relationship.

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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.

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Retail Self Service Customer Service Entertainment 48

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.

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Self Service Customer Service Social Media Ecommerce 48

ijgolding

MARCH 22, 2017

Customer Experience (CX) strategy has become the key aspect for many businesses – more important than low-cost. In fact expectations of customer service are increasing every day. This true omnichannel experience also provides a platform for great customer experiences, thereby creating loyal customers and brand advocates.

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Omni-Channel Customer Experience Multi-Channel e-support 204

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.

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Self Service Chatbots Knowledge Base Analytics 52

Comm100

JUNE 13, 2018

Customers can experience many types of pain points, or common problems, while doing business with a company. Remedy existing customer pain points before the holiday rush by considering the following: Where do your customers currently experience friction in the buying experience? Put on Your Best Holiday Deals.

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Tips Self Service e-support Social Media 136

Tricia Morris

JULY 13, 2015

In the newly-published 2015 U.S. Multichannel Customer Service Report from Microsoft Dynamics CRM and Parature, from Microsoft, 92% of consumers surveyed said they now expect brands and organizations to offer a customer self-service support portal. Think Like Your Customers.

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Self Service Tips CRM Social Media 40

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.

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Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. With market realities closing in, more and more brand leaders are having serious discussions about how to define, prioritize, and deliver service excellence in the face of unrelenting consumer demands.

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Self Service Trends Customer Service Contact Center 40

Provide Support

OCTOBER 25, 2016

While there will always be place for phone in customer service, in reality the majority of customers don’t really want to go back to the “good old days” and call you to get their questions answered. © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2016. Read more. Permalink | No comment.

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Infographics Self Service Social Media Customers 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.

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ROI Self Service Customer Experience Airlines 50

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.

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Self Service Wireless Social Media Contact Center 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.

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Customer Expectations Meeting Self Service Social Media 48

Comm100

AUGUST 23, 2018

In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself? This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples.

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Exceptional Customer Service Customer Service Chatbots Hotels 101

CX University

JANUARY 14, 2019

According to Tractica, actual sales of AI-specific solutions increased from $643 million in 2016 to $5.4 AI Customer Service: Aivo. Chatbots for text, voice, and self-service content search. In addition to Salesforce Einstein, there are a la carte customer service solutions.

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Survey Customer Experience Marketing Self Service 108

Tricia Morris

AUGUST 11, 2015

According to the American Customer Satisfaction Index (ACSI), a leading cross-industry consumer survey, citizen satisfaction with federal services overall is at an eight-year low , with satisfaction scores averaging 64.4 A big reason is because they’re not listening to and acting upon what their customers want or need.

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Government Customer Service Self Service Customer Centricity 40

CSM Magazine

MARCH 7, 2016

Despite its importance to consumers, email is falling behind social media when it comes to customer service, with UK brands answering just 38% of emailed questions, according to a new study. Social media cemented its position as the fastest channel for customer service.

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Social Media Customer Service Entertainment Self Service 40

Eptica

MARCH 14, 2018

However, this was a drop from 2016’s figure (84%) and 2015’s 91%. In 2016 just 10% of banks answered an email successfully – in 2017 that had risen to 15%. You might also be interested in these posts: Why the future of customer service isn’t just automation. Share this page on: Tweet.

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Banking Self Service Customer Experience Effort Score 49

Verint

MARCH 22, 2018

Our partner was Opinium Research LLP, titled “Defining the Human Age: A Reflection on Customer Service in 2030.”. It explores how technology, societal trends, the workplace and customer preferences will shape customer engagement in the years to come.

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Customer Engagement Self Service Engagement Infographics 38

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.

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Conference CRM Self Service Innovation 40

Provide Support

OCTOBER 7, 2015

A guide to customer service nirvana. Whether we are talking about customer service or any other aspect of life, the first step in that direction is to recognize the fact the some things are out of balance now. The recent stats from 2015 U.S. Convenience: omni-channel, self-service, mobile.

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Customer Service Omni-Channel Self Service How To 40

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.

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Self Service Customer Experience Social Media Knowledge Base 48

Win the Customer

DECEMBER 15, 2015

According to research by Gartner, 89 percent of executives are betting on customer experience as their primary mode of competition before the end of 2016. We want our personalized customer service to encompass a wide variety of platforms from social media to mobile while still being easy to use with lightning-fast responses.

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Omni-Channel Virtual Call Center Customer Experience Self Service 52

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

Tricia Morris

AUGUST 21, 2015

The top challenges organizations say they face in delivering a superior customer experience are: (1) consistency across channels, (2) ensuring that all inquiries are responded to and documented, and (3) utilizing customer data to identify trends. Customer experience is how a customer feels about a company over time.

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CRM Customer Focused Self Service Conference 40

Natalie Petouhof

FEBRUARY 24, 2016

In early 2015, as part of Infosys Renew-New strategy they established a $500million Infosys Innovation fund. Infosys received the Global Corporate Venturing Rising Stars Awards 2016. Covering Customer-facing Applications That Drive Better Business Results. Their areas of focus are: . Machine Intelligence.

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Company Self Service Innovation Government 40

Toonimo

JANUARY 5, 2017

Businesses can differentiate themselves from one another by way of the customer experience. Several exciting innovations took place in 2016, as businesses realize the inherent benefits of delivering an exceptional customer experience. The end goal is to support our customers and offer them the ultimate user experience.

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