Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog. Published on: January 06, 2016.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Earlier, businesses used to see contact centers as cost centers.

Contact Center 44

Contact Center Customer Engagement Engagement Customer Service 44

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.

Self Service 48

Self Service Customer Experience Ecommerce Social Media 48

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. 1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. 2) Make the case : Winning brands win the hearts of their customers.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Eptica

MARCH 4, 2016

Date: Friday, March 4, 2016 How good is the experience offered by UK brands? 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. Published on: March 04, 2016.

Self Service 48

Self Service Brands Social Media Contact Center 48

TechSee

APRIL 10, 2019

Oftentimes, the best business cases are those that both increase customer satisfaction and cut costs by reducing contact center enquiries or technician dispatches. Through Digital CX, customers – via social media, chat, email, text, or over the phone – will receive personalized experiences based on their previous interactions.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

Kustomer

AUGUST 3, 2021

Study Further Finds That Centralizing CX Operations And Use of Automation and Intelligence Provides Measurable Value To Brands. Additionally, the study uncovered unquantified benefits including: Improved effectiveness of social media channels. We would need 20% more agents to handle the same workload we do on Kustomer.”.

Study 98

Study ROI Net Promoter Score CRM 98

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. Customers today want to feel like the brands they support through their purchases are actually invested in them, too. Forget just having a great product. Put Data to Work.

Retail 111

Retail Customer Experience Social Media Poor Customer Service 111

Comm100

JANUARY 14, 2016

Nevertheless, if your aim is to ultimately increase brand loyalty, customer satisfaction, and sales revenues, then it is crucial for you to first improve the quality and efficiency of your company’s customer service and sales support. According to Forrester Research , 42% of the global population will own a smartphone by the end of 2015.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. The 2015 Eptica Multichannel Customer Experience Study evaluated midsize retailers on their ability to answer routine enquiries via email, the web, chat, Twitter and Facebook.

Customer Service 48

Customer Service Social Media CRM Contact Center 48

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. He also offers guidance on the “customer experience pyramid,” which helps brands define the experiences that matter more and identify more powerful and innovative experiences. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Eptica

JANUARY 27, 2016

Date: Wednesday, January 27, 2016 Social customer service – why it is a continuous journey. Author: Michael Cheung All brands should now understand the importance of social media to customer service. However, many companies are still failing to deliver even the most basic levels of customer service via social media.

Social Media 48

Social Media Customer Service Contact Center Retail 48

Eptica

APRIL 29, 2016

Part of a larger, multi-sector study of 100 major UK brands, it repeats research that has been carried out over the past five years. Overall, insurers are successfully answering more questions across every channel , but there are substantial variations between channels and brands. In 2015 just half gave accurate answers.

Insurance 48

Insurance Connections Customer Service Self Service 48

Eptica

JULY 6, 2016

Author: Steve Nattress Customers are increasingly demanding about the levels of service that they receive from brands. Given this pressure, along with the need to operate as efficiently as possible, how are contact centers evolving to meet changing needs?

Trends 49

Trends Customer Service Social Media Contact Center 49

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Published on: September 30, 2015. Author: Derek Lewis In previous decades an organization’s brand was something it controlled, with how it was perceived in the market driven by expensive advertising and marketing campaigns. These are: 1.

Omni-Channel 48

Omni-Channel Customer Experience Social Media Knowledge Base 48

Eptica

JUNE 3, 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. So, what can brands do to ensure that they are delivering the mobile customer service that their customers expect? There are three areas to focus on: 1. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. He also offers guidance on the “customer experience pyramid,” which helps brands define the experiences that matter more and identify more powerful and innovative experiences. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Eptica

SEPTEMBER 9, 2015

Date: Wednesday, September 9, 2015 Making a success of Twitter customer service. Published on: September 09, 2015. According to Nielsen, nearly half of US consumers use social media to ask questions and Twitter’s own analysis shows that tweets to major brands have increased 2.5 times over the past two years.

Customer Service 48

Customer Service Social Media Contact Center B2C 48

Kayako

JANUARY 5, 2017

In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Yet, relatively few contact centers have focused on providing a consistent customer experience. businesses still can’t be contacted by social media, only 12.9%

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

Eptica

AUGUST 28, 2015

Date: Friday, August 28, 2015 What is a customer hub? Published on: August 28, 2015. As the number of channels used by customers began to expand, the web , email and social media may have been added to this remit. You can find out more about the Eptica Customer Day 2015 and book your place here.

Social Media 48

Social Media Contact Center CRM Hotels 48

Eptica

OCTOBER 9, 2015

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Published on: October 09, 2015. After all, it is very easy for people to equate customer service solely with complaints, whereas a growing number of interactions are from consumers sharing their thanks or praising a company, particularly on social media.

Net Promoter Score 48

Net Promoter Score Customer Service Social Media Contact Center 48

Eptica

FEBRUARY 5, 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. While they are at home online and on social media, they pick the channel that best meets their current needs. Published on: February 05, 2016.

Customer Expectations 48

Customer Expectations Meeting Self Service Social Media 48

Eptica

SEPTEMBER 18, 2015

Date: Wednesday, September 23, 2015 Why customer service is still vital in the supermarket price war. Published on: September 23, 2015. Demonstrating this, the highest ranked grocery chain in the UKCSI continues to be upmarket group Waitrose , which comes sixth overall in customer satisfaction amongst major UK brands.

Self Service 48

Self Service Customer Service Social Media Knowledge Base 48

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Published on: September 11, 2015. Designed to mirror consumer behavior, ten leading electronics brands were asked questions including If my product is out of guarantee, how do I get it repaired?

Self Service 48

Self Service Customer Service Social Media Retail 48

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. On the other hand, satisfying customer service has scary-good results, increasing customer acquisition, retention, brand loyalty and advocacy.

Self Service 40

Self Service Customer Service Poor Customer Service Contact Center 40

Eptica

OCTOBER 4, 2017

Recent research by analyst ContactBabel points to a drop in the number of inbound queries between 2015 and 2016. Combined with the growth of AI this has led to much talk about whether we are going to see the end of the traditional contact center, with agents replaced by machines. Share this page on: Tweet.

Self Service 68

Self Service Customer Service Contact Center Social Media 68

Eptica

AUGUST 14, 2015

Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. Published on: August 14, 2015. The internet also underpins social media, which provides aggrieved customers with a platform to broadcast their complaints to the wider world. Three factors have dramatically changed this.

Banking 48

Banking Self Service Social Media Customer Experience 48

Eptica

SEPTEMBER 10, 2015

Date: Wednesday, September 16, 2015 Why aren’t organizations embracing digital customer service? Published on: September 16, 2015. Author: Steve Nattress The spread of digital customer service channels, from email and chat to social media , can provide organizations with significant benefits. Share this page on: Tweet.

Customer Service 48

Customer Service Self Service Social Media Contact Center 48

Eptica

NOVEMBER 27, 2015

Date: Friday, November 27, 2015 Mobile – at the heart of the customer experience. Published on: November 27, 2015. Time on mobiles is dominated by big brands There may be tens of thousands of apps available but consumers aren’t using the vast majority of them regularly.

Customer Experience 48

Customer Experience Social Media Contact Center Consumers 48

Eptica

DECEMBER 16, 2015

Date: Wednesday, December 16, 2015 Customer service in a multigenerational world. Published on: December 16, 2015. At the same time answers will need to be consistent, across every demographic, so make sure you have a centralized knowledge base in place to share information across your contact center agents and channels.

Customer Service 48

Customer Service Social Media Contact Center Transportation 48

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. What will brands’ biggest concerns be in 2018? What will brands’ biggest concerns be in 2018? How brands should respond. How brands should respond.

Self Service 40

Self Service Trends Customer Service Contact Center 40

Stella Connect

MARCH 5, 2018

Jet launched in 2015 with a mission to make online shopping more transparent and efficient. Drive Brand Awareness. Use Stella Connect’s social features to drive social mentions that help to increase brand awareness and customer acquisition. Motivate Front-Line Staffers.

Connections 40

Connections Social Media Contact Center Feedback 40

Eptica

AUGUST 5, 2016

Overall CX is improving Since the last report in Q3 2015 18% of the 319 brands surveyed had improved their scores significantly. Ten brands that were previously ranked in the top 5% for CX saw their scores drop measurably, with four of them falling out of the top 5% completely. Share this page on: Tweet.

Self Service 50

Self Service Wireless Social Media Contact Center 50

Stella Connect

MARCH 5, 2018

Jet launched in 2015 with a mission to make online shopping more transparent and efficient. Drive Brand Awareness. Use Stella Connect’s social features to drive social mentions that help to increase brand awareness and customer acquisition. Motivate Front-Line Staffers. Get a Demo of Stella Connect.

Connections 40

Connections Social Media Contact Center Feedback 40

Eptica

NOVEMBER 25, 2015

Date: Wednesday, November 25, 2015 Consistency – the missing ingredient in retail customer service? Published on: November 25, 2015. Even worse, if they work for a financial services company and are not providing approved answers, the business could be in breach of regulations, leading to potential fines and damage to brand reputation.

Retail 48

Retail Customer Service Social Media Self Service 48

Eptica

JUNE 8, 2016

The research assessed ten brands in the travel sector (a mix of airlines and travel agents/operators) on their ability to provide answers to 10 typical customer service questions. Turning to social media things were not much better. They want the peace of mind of knowing they have the right answer, however they make contact.

Travel 48

Travel Airlines Customer Experience Social Media 48

Eptica

OCTOBER 14, 2015

Date: Wednesday, October 14, 2015 The rise of the customer hub. Published on: October 14, 2015. Insurance company Ageas spoke about how it is integrating best practice across different sites and brands in order to maximize efficiency and improve the overall experience. Share this page on: Tweet.

Knowledge Base 48

Knowledge Base Contact Center Social Media Customer Journeys 48