TechSee

MAY 1, 2018

AI in utilities is also playing an increasingly central role in customer-facing interactions. While more than 90% of utility companies’ overall budget is dedicated to infrastructure and other operating costs, with less than 10% allocated towards customer service, the picture is very different when it comes to AI.

Self Service 132

Self Service Analytics Call Center Report 132

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. Take Starbucks as an example.

Customer Journeys 48

Customer Journeys Customer Service Contact Center Culture 48

Calabrio

FEBRUARY 24, 2016

Last month, Adobe Marketing VP, John Travis, shared insights from Adobe’s 2016 Digital Trends report, including which opportunities businesses are most excited about this year. Customer Experience. “In With this information, organizations can both ask and answer questions to help drive decisions that improve the customer experience.

Customer Experience 100

Customer Experience Contact Center Omni-Channel Analytics 100

Alida

MARCH 10, 2017

In fact, customer needs should come before the demands of shareholders. Twitter, according to Solis, demonstrates what happens when you ignore customers. Instead, in 2016, the company launched live-streaming and “Moments” —features that were low on users’ wish lists. Twitter lost its way and CX suffered,” says Solis.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

Oracle

OCTOBER 2, 2019

One thing retailers can do to stand out from the competition is to improve their online customer experience (CX) using new technologies that improve the online shopping experience. Here are 5 examples of CX technologies retailers can use to encourage customers to buy on their sites and nurture customer loyalty.

Ecommerce 87

Ecommerce Technology Social Media Chatbots 87

OpinionLab

JUNE 8, 2017

A common reason is that for many organizations, customer listening efforts are limited to certain channels and not truly representative of the customer base. The result is low response rates and feedback that may not accurately represent customer perception. The polling for the 2016 U.S.

Customer Experience 68

Customer Experience Social Media Feedback Survey 68

Alida

JULY 28, 2016

To learn more about this topic, join us at the 2016 Customer Intelligence Summit , where Lauren Meewes, senior program manager of seller at eBay, and Catherine Makk, vice president of global insights at HarperCollins, will share how to use customer feedback to give context and meaning to big data. The big drawback of big data.

Data 100

Data Social Media Analytics Entertainment 100

Beyond Philosophy

MAY 15, 2017

With malls looking at the writing on the wall, businesses are now focused at effective customer engagement strategies. There is the need to invest in the right people who can keep up with the new as well as existing media so that they can interact with customers from every demographic group.

Omni-Channel 133

Omni-Channel Social Media e-support Retail 133

Eptica

JUNE 1, 2016

Date: Wednesday, June 1, 2016 What is holding back chat in customer service? Published on: June 01, 2016. Author: Neil Cox Amongst consumers, chat is fast becoming a mainstream channel for customer service. For example in the 2014, 13% of companies claimed to offer it, and in 2015 this doubled to 26%.

Customer Service 48

Customer Service Knowledge Base Contact Center Consumers 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

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. Consumers want to interact on new channels. Consumers want to interact on ‘old’ channels too. Consumers want to interact on ‘old’ channels too.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Eptica

DECEMBER 16, 2016

Date: Friday, December 16, 2016 Why emotion is central to driving customer loyalty. Published on: December 16, 2016. Author: Steve Nattress There are multiple factors that feed into the customer experience. For example, people want answer fast answers – in the U.S.

Loyalty 48

Loyalty Insurance Effort Score Contact Center 48

Michelli Experience

NOVEMBER 14, 2017

In keeping with that message, I am excited to be blogging about one of my favorite leadership brands – Ed Mady and to use Ed as an example of the importance of creating signature moments that frame those “out of earshot” conversations. Here are just a few examples of Ed’s recent tweets. Branded Customer Experience.

Brands 113

Brands Hotels Leadership Guest Experience 113

Eptica

APRIL 8, 2016

Date: Friday, April 8, 2016 Technology with the human touch. Published on: April 08, 2016. We’ve seen the growth of email , the rise of social media and the emergence of web chat all provide new ways to interact with friends, families and organizations. Technology can help.

Technology 48

Technology Self Service Contact Center Knowledge Base 48

Eptica

NOVEMBER 23, 2016

Date: Wednesday, November 23, 2016 Why you need to take a customer-centric view of digital transformation. Published on: November 23, 2016. Customers want the ability to switch between channels during their journey. They might start online, move to email and finally order on the phone, for example.

Customer Centricity 48

Customer Centricity Touchpoint Customer Experience Management Innovation 48

Eptica

JANUARY 25, 2017

Author: Pauline Ashenden The latest Institute of Customer Service (ICS) UK Customer Satisfaction Index (UKCSI) has a positive message for everyone involved in customer service. compared to January 2016, marking the fourth straight improvement in results. to 9% of all interactions. out of 100 (up 0.5

Net Promoter Score 48

Net Promoter Score Trends Brands Customer Service 48

Eptica

NOVEMBER 9, 2016

Date: Wednesday, November 9, 2016 Connecting with your customers across APAC. Published on: November 09, 2016. Author: Vincent Giraud Traditionally brands have segmented their customer bases by demographic factors such as age, and used this information to drive specific customer experiences for each group.

Connections 72

Connections Self Service Social Media Innovation 72

Eptica

MARCH 23, 2016

Date: Wednesday, March 23, 2016 Bridging the gap between purchase and service. Published on: March 23, 2016. However, a new study by Bruce Temkin of the Temkin Group shows that this focus on service doesn’t transfer across to subsequent customer service interactions. Buying a car is the perfect example.

Social Media 48

Social Media Poor Customer Service Ecommerce Retail 48

Eptica

AUGUST 5, 2016

Date: Wednesday, August 10, 2016 Bringing light to digital customer service. Published on: August 10, 2016. Whether interacting on email, social media or chat your agents have none of the physical clues that face to face or telephone conversations provide. Sound far-fetched? They truly are operating in the dark.

Customer Service 48

Customer Service Social Media Knowledge Base Contact Center 48

Eptica

OCTOBER 12, 2016

Date: Wednesday, October 12, 2016 Is it really time for your company to embrace chatbots? Published on: October 12, 2016. Author: Pauline Ashenden One of the most talked about current trends in customer experience is the rise of chatbots , with many companies investigating using them to interact with customers on messaging apps.

Chatbots 48

Chatbots Self Service Company Contact Center 48

Eptica

JULY 6, 2016

Date: Wednesday, July 6, 2016 Understanding 6 key trends in UK customer service. Published on: July 06, 2016. Author: Steve Nattress Customers are increasingly demanding about the levels of service that they receive from brands. to as much as £4.10

Trends 49

Trends Customer Service Social Media Contact Center 49

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

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

Eptica

MARCH 16, 2016

Date: Wednesday, March 16, 2016 The importance of emotion to successful customer experiences. Published on: March 16, 2016. This has a major impact on every interaction we have with the people around us. However, they don’t include the emotional impact of an interaction. Share this page on: Tweet.

Customer Experience 48

Customer Experience Contact Center Social Media Metrics 48

Eptica

FEBRUARY 26, 2016

Date: Friday, February 26, 2016 How are retailers working to improve customer experience? Published on: February 26, 2016. Author: Robin Tandon Customer experience is important to every industry, but particularly vital for retail. Perhaps the best example is the atmosphere that Apple has created in its Apple Stores.

Retail 48

Retail Customer Experience Apparel Ecommerce 48

Comm100

JULY 11, 2019

The modern chatbot era began in 2010 with Apple’s Siri, and today they are more or less mainstream, with an Oracle report from 2016 stating that 80% of C-suite leaders and senior marketers have already implemented chatbots or plan to do so by 2020. Wire them up with AI, and now you’re into a whole new level of customer engagement.

Contact Center 124

Contact Center Chatbots Analytics Effort Score 124

Avaya

APRIL 3, 2017

Whether it is checking email during a TV commercial or when a player goes offside at a hockey game, we’re obsessed with interactions, many of which impact our relationships with companies. The challenge for customers is they often must interact with a business’s numerous touch points before they finally can speak to a live agent.

Customer Journeys 58

Customer Journeys Contact Center Conference Chatbots 58

Eptica

NOVEMBER 30, 2016

Date: Wednesday, November 30, 2016 The push for mobile customer service. Published on: November 30, 2016. Author: Gokcen Onur The rise of the smartphone has transformed how people interact with each other, brands and the world around them. Share this page on: Tweet.

Mobile Customer Service 48

Mobile Customer Service Customer Service Social Media Consumers 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 2, 2016

Date: Wednesday, March 2, 2016 The importance of trust to the customer experience. Published on: March 02, 2016. Trust that the company will live up to its promises, provide the product or service it specified and not let the customer down. However, one factor that is common to all purchasing decisions is trust.

Customer Experience 48

Customer Experience Consumers Entertainment Customers 48

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. Millennial attitudes also impact other groups, for example encouraging Generation Xers and Baby Boomers to also complain more if they don’t get what they require.

Customer Expectations 48

Customer Expectations Meeting Self Service Social Media 48

Storyminers

MAY 16, 2016

[Originally published on APADMI Apr 20, 2016 – Advice & Guides, Blog as:]. In recent years, other technologies, click and collect for example, have become increasingly popular as a convenience tool. Digital checklists can ensure that stores have a standard set of criteria to be “ready for customers”.

Retail 113

Retail Omni-Channel Ecommerce Multi-Channel 113

Eptica

AUGUST 4, 2016

Date: Friday, August 5, 2016 7 ways to harness chat for improved customer service. Published on: August 05, 2016. Author: Gokcen Onur Chat is amongst the fastest growing channels for customer service. This could be time spent on a particular page, repeated visits or failure to enter credit card details, for example.

Customer Service 48

Customer Service Knowledge Base Software Consumers 48

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. The study found that retail customers who engage with companies through a mix of channels generated three times the volume of sales and more than twice the margin of store-only customers.

Self Service 48

Self Service Customer Service Social Media Knowledge Base 48

Clicktools

MAY 24, 2017

Let’s take a deep dive into why community engagement is gaining momentum as a driving force behind great CX (and what it looks like for today’s organizations). Customer Experience versus Customer Engagement versus Community Engagement. Customer engagement. Community engagement.

Engagement 45

Engagement Customer Experience Self Service Social Media 45

Think Customers

NOVEMBER 5, 2019

According to Martech Today , 58 percent of customers are texting businesses that aren’t even set up to respond. Home Depot itself has been deploying Apple Business Chat to meet customers on iMessage. For example, associates who are not used to the rapid-fire response time of chat or its informal tone. Where are you in messaging?

Tips 40

Tips Banking Insurance Chatbots 40

ClearAction

OCTOBER 16, 2019

Even if customer lifetime value is expressed by quick-and-dirty revenue estimates, this tells managers how much of their future is at stake (or in opportunity). An example of this is CustomerGauge’s Monetized Net Promoter Score ® which clarifies and compels strategic management of customer experience.

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59