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.

Customer Journeys 48

Customer Journeys Customer Service Contact Center Culture 48

Eptica

MAY 25, 2016

Date: Wednesday, May 25, 2016 Mapping digital transformation in customer experience. Published on: May 25, 2016. Author: Pauline Ashenden In the fast-moving world of customer experience there is no shortage of new trends and technologies for companies to evaluate and adopt. over the course of the year.

Customer Experience 54

Customer Experience ROI Contact Center CRM 54

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. Share this page on: Tweet.

Self Service 50

Self Service Wireless Social Media Contact Center 50

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

Verint

FEBRUARY 10, 2016

Everyone is looking for a competitive advantage in 2016. While a good bit of the discussion focuses on the customer experience—and it should—providing tools for success to the people who speak daily with your customers should be front and center as well.

Employee Engagement 20

Employee Engagement Engagement Gamification Customer Engagement 20

Eptica

APRIL 5, 2016

Date: Wednesday, April 6, 2016 Where are the UK’s Chief Customer Officers? Published on: April 06, 2016. Author: Pauline Ashenden The combination of growing competition and more demanding consumers means that customer experience is now recognized by businesses everywhere as crucial for success. Share this page on: Tweet.

Chief Customer Officer 48

Chief Customer Officer Contact Center Analysis Customers 48

Eptica

AUGUST 26, 2016

Date: Friday, August 26, 2016 What do consumers want from brands today? Published on: August 26, 2016. Author: Derek Lewis Companies understand that meeting customer needs is central to business success. Share this page on: Tweet.

Consumers 48

Consumers Brands Social Media Contact Center 48

Eptica

OCTOBER 28, 2016

Date: Friday, October 28, 2016 Turning service into sales with chat. Published on: October 28, 2016. Author: Angus Prentice Good customer service leads to happier, more loyal customers who stay with you longer, spend more and are more likely to recommend your business to family and friends. Share this page on: Tweet.

Sales 48

Sales e-support Contact Center Abandon Rate 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. Author: Pauline Ashenden Retail is one of the most competitive sectors in the economy.

Retail 48

Retail Self Service Customer Service Entertainment 48

Eptica

JUNE 10, 2016

Date: Friday, June 10, 2016 Adding emotion to the customer experience. Published on: June 10, 2016. Author: Pauline Ashenden Delivering the right customer experience isn’t just about systems and processes – it is also about how the consumer feels during, and at the end of, the journey.

Customer Experience 48

Customer Experience Contact Center Social Media Consumers 48

Eptica

SEPTEMBER 21, 2016

Date: Wednesday, September 21, 2016 Digital disruption in insurance – why it is all about service. Published on: September 21, 2016. This is something that online companies such as Amazon specialize in, building strong customer loyalty by offering a seamless digital experience. How can they compete?

Insurance 48

Insurance Self Service Transportation Policies 48

Tricia Morris

MAY 31, 2016

Brands must approach everything they do, but especially service and engagement, with a customer experience mentality. Notes Dennis Snow, a 20-year Disney veteran and author of Lessons from the Mouse , “If you operate a contact center, the technology has to be great, but it still is about the experience.

CRM 40

CRM Customer Experience Self Service Conference 40

Eptica

AUGUST 24, 2016

Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Published on: August 24, 2016. Author: Olivier Njamfa Customer experience (CX) is moving rapidly towards the top of the CEO agenda as businesses realize its importance to the bottom line. Share this page on: Tweet.

Customer Experience 48

Customer Experience Social Media Multi-Channel Touchpoint 48

Eptica

JULY 29, 2016

Date: Friday, July 29, 2016 The importance of the Knowledge Manager to customer service success. Published on: July 29, 2016. Ensuring that knowledge powers your customer service isn’t just about technology – and certainly doesn’t stop when your knowledge base goes live. Share this page on: Tweet.

Customer Service 48

Customer Service Management Knowledge Base Contact Center 48

Eptica

AUGUST 5, 2016

Date: Wednesday, August 10, 2016 Bringing light to digital customer service. Published on: August 10, 2016. The consequences of this are serious – agents fail to respond helpfully to the customer’s question, annoying them and potentially causing them to take their business elsewhere. Share this page on: Tweet.

Customer Service 48

Customer Service Social Media Knowledge Base Contact Center 48

Eptica

JULY 8, 2016

Date: Friday, July 8, 2016 Delivering what US consumers want. Published on: July 08, 2016. Author: Chris Eideh Knowing your customers is at the heart of designing and delivering the right experience to engage with them successfully. Share this page on: Tweet.

Consumers 50

Consumers Self Service Multi-Channel Financial 50

Avaya

DECEMBER 1, 2016

According to the Wall Street Journal, 2016 Thanksgiving and Black Friday sales have already accounted for more than $3 Billion in “desktop spending”—aka, e-commerce. While many of these purchases are simply one click and a check off of gift lists, the customer probably made several decisions well before the submit-order button was activated.

Customer Experience 40

Customer Experience Contact Center Self Service CRM 40

Eptica

OCTOBER 16, 2015

Technology such as linguistics can sift through the thousands of digital messages that companies receive, and help understand, prioritize and suggest responses that deepen engagement and foster longer term loyalty. Resting on your laurels is simply not an option – today’s leader can quickly become tomorrow’s also-ran.

Customer Experience 48

Customer Experience Banking Contact Center Customer Centricity 48

Eptica

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. That’s why Forrester predicts that getting it right on these ‘mobile moments’ will be critical for companies in 2016. Share this page on: Tweet.

Customer Experience 48

Customer Experience Social Media Contact Center Consumers 48

Avaya

JULY 14, 2016

2016 is shaping up to be the year of the Chatbot. From Jarvis, Mark Zuckerberg’s Iron Man-inspired assistant, to Microsoft’s rather unfortunate Tay experience, chatbots have been making the news this year—not least in how they are playing an ever bigger role in customer service.

Chatbots 40

Chatbots Customer Experience Contact Center How To 40

Kustomer

OCTOBER 28, 2022

With this in mind, brands now realize that customer service is directly tied to their revenue, and are modernizing applications. How Can You Provide Differentiated Customer Service? By ignoring customer service, brands are missing out on market share and revenue. 1) Take a True Omnichannel Approach to Modernize Customer Service.

Customer Engagement 105

Customer Engagement Engagement Omni-Channel Customer Centricity 105

Verint

JANUARY 22, 2018

That’s why information about customers, employees and other constituents is especially important for developing business opportunities, effectively engaging and empowering customers and employees, and earning their loyalty. In 2016, the market research industry generated approximately 44.51 billion U.S.

Analytics 29

Analytics Survey Customer Satisfaction Feedback 29

Avaya

JUNE 1, 2017

The 2016/2017 season saw an average per game attendance of 69,487 for the NFL, 30,163 for MLB, 21,692 for MLS, 17,884 for NBA, and 17,500 for NHL for American professional sporting leagues. Customer experience is also impacted by the human connection experienced when purchasing tickets and merchandise. Did you get what you wanted?

Sports 50

Sports Technology Engagement Wireless 50

Eptica

JULY 1, 2016

Date: Friday, July 1, 2016 Building a Customer Engagement Hub. Published on: July 01, 2016. Author: Pauline Ashenden Delivering a seamless, high quality customer experience is extremely complex. Orchestrating this changing landscape requires a new approach. Share this page on: Tweet.

Customer Engagement 50

Customer Engagement Engagement Contact Center Retail 50

Tricia Morris

JANUARY 11, 2016

We’ve all heard the saying “customer service is the new marketing,” but with 89% of companies expected to compete mostly on the basis of customer experience in 2016 (compared to just 36% in 2010)*, it’s not just marketing where customer service makes an impact. Employee Empowerment: Where to Start.

Trends 40

Trends Customer Service Chief Customer Officer CRM 40

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Aimee Lucas.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Aimee Lucas.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Kustomer

JUNE 27, 2022

What consumers are looking for in a digital-first world is that feeling when your morning coffee barista greets you with a hearty hello and a warm smile, or when you get that email from your food delivery service giving you a free meal for continued loyalty. Types of Customer Support Software.

Software 98

Software Tools Customer Service Self Service 98

Eptica

JUNE 22, 2016

Date: Wednesday, June 22, 2016 Overcoming the knowledge challenges in customer experience. Published on: June 22, 2016. However, creating a knowledge base to help the business and its customers’ is not easy, particularly when it comes to customer service. Share this page on: Tweet.

Customer Experience 55

Customer Experience Knowledge Base Contact Center System 55

Eptica

MAY 27, 2016

Date: Friday, May 27, 2016 Narrowing the gap between US and UK customer experience. Published on: May 27, 2016. Author: Derek Lewis Consumers in the US are six times more likely to receive outstanding consumer experience than their counterparts in the UK. Share this page on: Tweet.

Customer Experience 49

Customer Experience Chief Customer Officer Contact Center Effort Score 49

Pointillist

NOVEMBER 11, 2019

It is the only performance metric that “has an effect on almost every other meaningful statistic and measurement in the call center.” ” Today’s call centers must balance many priorities while maintaining an intense focus on customers. As McKinsey & Company explains : The contact center.

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

Experience Matters

APRIL 7, 2015

Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. The result: happy, loyal customers. 2) Make the case : Winning brands win the hearts of their customers. They make them feel valued, inspire their loyalty, and earn their business.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Eptica

JULY 13, 2016

Date: Wednesday, July 13, 2016 Overcoming the challenges of digital customer service. Published on: July 13, 2016. Author: Angus Prentice The rise of digital channels is radically changing how businesses operate and interact with customers, increasing competition and driving transformation of their operations.

Customer Service 48

Customer Service Insurance Knowledge Base Self Service 48

Eptica

SEPTEMBER 22, 2016

Date: Friday, September 23, 2016 Getting it right first time – the impact on customer service. Published on: September 23, 2016. Consequently, they value fast, consistent and helpful customer service that answers their query or sorts out their problem, first time - however they choose to make contact.

Self Service 48

Self Service Customer Service Knowledge Base Contact Center 48

Eptica

MAY 4, 2016

Date: Wednesday, May 4, 2016 Knowledge – the jewel in the customer service crown. Published on: May 04, 2016. Author: Pauline Ashenden At a time when consumers want a fast, seamless experience, knowledge is at the heart of delivering excellent customer service.

Customer Service 48

Customer Service Knowledge Base Self Service 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. Share this page on: Tweet.

Insurance 48

Insurance Connections Customer Service Self Service 48