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

John Paul

OCTOBER 22, 2018

For 10 years, John Paul has been supporting large brands in the automotive sector with different tailor-made loyalty solutions and continues to develop its expertise in this area. Drivers today expect instantaneousness; these new technologies have naturally become part of John Paul’s services and Concierges, with their “human” expertise.

Self Service 40

Self Service Automotive Transportation Travel 40

Tricia Morris

MAY 31, 2016

Denis Pombriant of Beagle Research presented this eye-opening statistic in his session on the new drivers of customer loyalty. Pombriant believes that loyalty is built on meeting customers in their moments of truth. Engaging customers does, and involving them in the best way to engage is even better.”.

CRM 40

CRM Customer Experience Self Service Conference 40

Verint

DECEMBER 13, 2016

Earlier this month, we wrapped up Verint’s global Engage customer events for the year at the amazing Savoy Hotel in London.

Engagement 39

Engagement Customer Engagement Hotels Customers 39

Think Customers

JULY 26, 2016

As customers continue to increase their use of digital channels and self-service tools for customer service, it's only natural that the volume of calls hitting contact centers has been shrinking.

Contact Center 40

Contact Center Self Service Report Customer Service 40

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. Inspiring Real Loyalty, No Cards in Sight. Time and time again they top the list of airlines to which customers feel loyal.

Tourism 56

Tourism Travel Customer Service e-support 56

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

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

Currency Alliance

DECEMBER 20, 2022

Until a few years ago, brands would have reacted to an uncertain economy by cutting services that deliver customer value. Some brands will do this in 2023, but actually, the loyalty & marketing industries have learned from recent experience that this costs you money in the long run.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52

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

CSM Magazine

DECEMBER 11, 2023

In today’s digital landscape, chatbots have become an invaluable customer engagement and support tool for many businesses. dollars in 2025, a 657% increase from 2016 levels. This rapid growth underscores the potential of conversational AI to transform customer experiences. billion U.S.

Chatbots 52

Chatbots Self Service Software Wait Times 52

Pointillist

NOVEMBER 11, 2019

To resolve this late fee, the customers reach out to the bank. A retail bank uses Pointillist to track contact resolution across service channels. The customer experience team knows that increasingly customers are using self-service channels to resolve their problems as they are faster and more convenient.

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

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

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

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

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. RV: It is important to understand the logic behind customer journeys. Here the role of the human being is much more important. Share this page on: Tweet.

Technology 48

Technology Multi-Channel Self Service Consumers 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

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

SurveySparrow

OCTOBER 25, 2019

Keep a track of your regular customers and then notify them when you are going to start discounted sales or invite them to try a new addition to your product line. This is an excellent strategy to increase customer loyalty and turn them into your brand ambassadors. Customer Experience Strategy #12. Reduce Churn rate.

Omni-Channel 77

Omni-Channel Strategy Customer Experience Customer Journeys 77

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 short, M.N.U.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Tricia Morris

AUGUST 21, 2015

The top challenges organizations say they face in delivering a superior customer experience are: (1) consistency across channels, (2) ensuring that all inquiries are responded to and documented, and (3) utilizing customer data to identify trends. Hire a happiness hero, customer champion or happiness engineer. (2) Ray” Wang.

CRM 40

CRM Customer Focused Self Service Conference 40

Clarabridge

JANUARY 26, 2017

It’s just that you need to be careful about how you structure surveys and how you interpret the results, otherwise results may not accurately represent your customer base. It’s also important to recognize that surveys are not the only technique for measuring loyalty, whether it’s voting for a candidate or recommending a product or service.

Survey 40

Survey Social Media Self Service Loyalty 40

Clarabridge

JANUARY 26, 2017

It’s just that you need to be careful about how you structure surveys and how you interpret the results, otherwise results may not accurately represent your customer base. It’s also important to recognize that surveys are not the only technique for measuring loyalty, whether it’s voting for a candidate or recommending a product or service.

Survey 40

Survey Social Media Self Service Loyalty 40

Clarabridge

JANUARY 26, 2017

It’s just that you need to be careful about how you structure surveys and how you interpret the results, otherwise results may not accurately represent your customer base. It’s also important to recognize that surveys are not the only technique for measuring loyalty, whether it’s voting for a candidate or recommending a product or service.

Survey 40

Survey Social Media Self Service Loyalty 40