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. Share this page on: Tweet.

Consumers 50

Consumers Self Service Multi-Channel Financial 50

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. And 73% said if they had received better live/in-person customer service it might have had an impact on their decision to switch.

Self Service 48

Self Service Customer Service Social Media Knowledge Base 48

Eptica

SEPTEMBER 12, 2016

Date: Wednesday, September 14, 2016 Getting ready for Christmas – 5 areas for retailers to focus on. Published on: September 14, 2016. If you have web self-service in place ensure your knowledge base is up to date, and make sure that the information customers want to access is clearly displayed on your website.

Retail 48

Retail Self Service 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

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. Share this page on: Tweet.

Customer Expectations 48

Customer Expectations Meeting Self Service Social Media 48

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. This shows in their performance within the Index.

Self Service 50

Self Service Wireless Social Media Contact Center 50

Eptica

APRIL 8, 2016

Date: Friday, April 8, 2016 Technology with the human touch. Published on: April 08, 2016. For example, provide agents with access to a centralized knowledge base that is constantly updated with the latest answers, in order to give them the information they need to respond confidently to customers over the phone.

Technology 48

Technology Self Service Contact Center Knowledge Base 48

Eptica

FEBRUARY 2, 2016

Date: Wednesday, February 3, 2016 Making the change from call center to contact center. Published on: February 03, 2016. Author: Laurence Chami 20 years ago customer service existed in a world dominated by voice , hence the widespread reliance on call centers to manage customer service interactions.

Omni-Channel 48

Omni-Channel Contact Center Call Center Self Service 48

Eptica

MAY 11, 2016

Date: Wednesday, May 11, 2016 Moving off the customer service treadmill. Published on: May 11, 2016. For example, use a single, self-learning knowledge base to deliver information and answers on the web and to agents answering the phone, email, and on social media. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Multi-Channel Social Media 48

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. For example, they preferred placing an order by speaking to an agent, but wanted to track a deliver through SMS. Consumers want to interact on ‘old’ channels too. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Published on: June 17, 2016. Bring in new customers? By focusing on particular areas, and using examples of where other organizations have benefited you can build a business case that resonates and justifies your investment.

Self Service 48

Self Service Customer Experience Chief Customer Officer Knowledge Base 48

Eptica

JUNE 29, 2016

Date: Wednesday, June 29, 2016 Is a lack of consistency letting your customer service down? Published on: June 29, 2016. Author: Neil Cox Consistency is an essential part of customer service and the overall experience. Share this page on: Tweet. Share this page on: Tweet.

Self Service 50

Self Service Customer Service Knowledge Base Contact Center 50

Natalie Petouhof

DECEMBER 1, 2015

So companies can reach out and better connect with customers. Microsoft’s customer engagement solution, Dynamics CRM 2016, will be available worldwide. Unified Service – CRM 2016 delivers a single, unified solution for Customer Service across self-service, agent assisted service and field service.

Conference 40

Conference CRM Self Service Innovation 40

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. “I have learned in 2016 that our customers (aged 18-24 years old or the millennials) spend most of their time…” On their mobile devices. In a big way.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Published on: April 27, 2016. Driven by the rise of the internet and improved communications, individuals are increasingly happy to look beyond their own country when it comes to buying goods and services. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Social Media Knowledge Base 48

John Paul

OCTOBER 22, 2018

Customers of the largest car brands are now benefiting from John Paul’s services in white label. For example, the group works with DIAC (financing for the brands Renault, Dacia, Nissan and Infiniti France) with the relational programs: CLUB DIAC and CLUB Nissan Finance. John Paul joined the AccorHotels Group in November 2016.

Self Service 40

Self Service Automotive Transportation Travel 40

Pointillist

NOVEMBER 11, 2019

For example, imagine that a CRM system notes only a customer’s home number. What happens when the customer calls from a mobile or work number? The system may not track the customer’s follow-up call as a repeat call. To resolve this late fee, the customers reach out to the bank.

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

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. Share this page on: Tweet.

Customer Service 48

Customer Service Knowledge Base Self Service Social Media 48

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

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

OpinionLab

AUGUST 29, 2017

So, according to our survey, around 4 in 5 want direct person contact, 3 in 4 expect a phone number on your website and more than 6 in 10 think they get better service in-person. After all, it’s hard to be delighted about a positive self-service outcome. The difference between the 2015 and 2016 figures are clear.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

Eptica

FEBRUARY 1, 2017

Régine, you gave a fascinating speech at the Eptica 2016 Customer Day , looking at how digital transformation is impacting consumer behavior and expectations. A lack of help Brands must make the customer journey as seamless as possible, understand their intentions and offer a simple, fluid experience. Share this page on: Tweet.

Technology 48

Technology Multi-Channel Self Service Consumers 48

Bold360

APRIL 27, 2017

Travel and tourism can be difficult areas for retaining customer loyalty, with websites set up exclusively to pit brands against one another on the best deals for hotels and rock-bottom prices on flights. Time and time again they top the list of airlines to which customers feel loyal. But is it really all about the dollars and sense?

Tourism 56

Tourism Travel Customer Service e-support 56

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

Avaya

NOVEMBER 8, 2017

The financial services industry ranks as one of the top markets to experience massive digital disruption in the coming years. In 2016, Ernst & Young introduced its Banking Relevance Index (BRI), designed to measure the importance of traditional banks to customers’ lives. So, how will the bank branch be impacted?

Banking 40

Banking Omni-Channel Multi-Channel Self Service 40

Toonimo

JANUARY 5, 2017

Businesses can differentiate themselves from one another by way of the customer experience. Several exciting innovations took place in 2016, as businesses realize the inherent benefits of delivering an exceptional customer experience. The customer journey becomes one that we can understand. Image: IBM Website.

Innovation 40

Innovation Technology Customer Experience e-support 40

Currency Alliance

DECEMBER 20, 2022

This article shares the lowest hanging fruit for keeping customers engaged and delivering more profit to the bottom line. During 2023, brands will make it easier for more customers to realize value from loyalty program participation. For those who have not considered this, let me share an example. More on this below.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52

SurveySparrow

OCTOBER 25, 2019

Having a vision and clarity in what you want to accomplish is pivotal as your customer is the most important stakeholder in your business. For example, Amazon, one of the world’s leading retail and tech giant and Jeff Bezos, its CEO, are known to be insanely obsessed with customers. Customer Experience Strategy #11.

Omni-Channel 77

Omni-Channel Strategy Customer Experience Customer Journeys 77