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 ).

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Self Service Customer Service Contact Center Omni-Channel 40

Eptica

JUNE 3, 2016

Author: Steve Nattress For increasing numbers of people mobile is their preferred means of connecting to, and communicating with, the outside world. 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.

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Self Service Customer Service Social Media Ecommerce 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%.

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Customer Experience Retail Mobile Customer Service Online Experience 40

Tricia Morris

MAY 18, 2015

While the voice of the customer may be heard less often over the phone, it is clearly stating a growing preference for digital engagement. According to the same Forrester survey referenced above, online community, virtual agent, mobile customer service, social media and live chat have also increased in usage.

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Contact Center Self Service Customer Service eBook 40