Comm100

JANUARY 14, 2016

If there is one thing that’s certain, it’s that modern consumers are much more tech-savvy than those from past generations. As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. billion PC users.) What does this mean for your company?

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

ShepHyken

SEPTEMBER 26, 2016

Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. Telecompetitor) Contact center satisfaction has worsened over the last two years despite investments in new customer engagement channels, according to new market research released by BoldChat. Follow on Twitter: @Hyken .

Customer Journeys 48

Customer Journeys Customer Service Contact Center Culture 48

Eptica

JUNE 8, 2016

Date: Wednesday, June 8, 2016 Unhappy holidays? Published on: June 08, 2016. The latest Eptica Multichannel Customer Experience Study suggests that both airlines and package operators are struggling to cope with the move to digital. The state of UK travel customer experience.

Travel 48

Travel Airlines Customer Experience Social Media 48

Eptica

JULY 27, 2016

Date: Wednesday, July 27, 2016 Is customer service investment actually delivering? Published on: July 27, 2016. This is backed up by damning new consumer research commissioned by fixed-fee UK estate agent YOPA. Making conversations count Despite what many consumers may believe, poor service is not normally deliberate.

Customer Service 48

Customer Service Poor Customer Service Contact Center Airlines 48

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. In 2015 he published a report looking at the difference in revenue growth between pairs of similar businesses in five sectors (cable communications, airlines, investments, retail and health insurance). Share this page on: Tweet.

ROI 50

ROI Self Service Customer Experience Airlines 50

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. Research from Ovum/Tyntec with US and German consumers show that it is driving changes in behavior in four key ways : Consumers expect faster answers on mobile channels. Consumers want to interact on new channels.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

COPC

APRIL 14, 2016

Featured Event: April 26, 2016, Phoenix, AZ. IARE 2016 SYMPOSIUM at Hyatt Place Phoenix . She will be discussing insights about the customer experience from both consumer and corporate perspectives. To meet Judi at the IARE Symposium, contact her at jbrenstein@copc.com. will return to exhibit at Call Center Week.

Customer Journeys 40

Customer Journeys Contact Center Conference Call Center 40