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

SEPTEMBER 21, 2016

Date: Wednesday, September 21, 2016 Digital disruption in insurance – why it is all about service. Published on: September 21, 2016. From publishing to retail to transportation, new entrants have shaken up mature markets, and unseated existing leaders through innovative business models. Share this page on: Tweet.

Insurance 48

Insurance Self Service Transportation Policies 48

Kustomer

JUNE 27, 2022

Customer service software encompasses a range of tools that gather, organize, manage, analyze, respond to, resolve, and report on, as well as unify all aspects of a brand’s customer support. These tools can be curated and customized to achieve goals specific to your industry and business needs.

Software 98

Software Tools Customer Service Self Service 98

Tricia Morris

JUNE 17, 2016

Consumers today expect to engage with brands just as easily online and on their mobile devices as they do on the phone or in person (if not more so). Microsoft’s 2016 State of Global Customer Service Report shows that globally, 55% of consumers’ customer service interactions now begin online rather than on the phone or in person.

Interaction 40

Interaction Self Service Customer Service Report 40

Eptica

FEBRUARY 9, 2016

Date: Tuesday, February 9, 2016 Using email customer service to build emotional engagement. Published on: February 09, 2016. Author: Steve Nattress Email has been a mainstay of customer service since its inception , providing a digital alternative to the telephone for consumers.

Self Service 48

Self Service Engagement Customer Service Social Media 48

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. Use self-service and automation intelligently Companies face a huge volume of queries, particularly on digital channels. Here are some tips on how this can be achieved: 1.

Self Service 48

Self Service Customer Service Social Media Knowledge Base 48

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Published on: January 08, 2016. However, not every retailer will have felt the benefit, as consumers focused on those that provided the right combination of customer service, price and stock availability.

Self Service 48

Self Service Customer Experience Ecommerce Social Media 48

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. For example, 64% of consumers want a response to their tweets within 60 minutes, yet Eptica research found that the average time to reply by leading retailers was 1 day and 7 hours. Share this page on: Tweet.

Customer Expectations 48

Customer Expectations Meeting 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

John Paul

JULY 17, 2018

July 17 th , 2018 – Hong Kong – John Paul, the number one worldwide loyalty solutions service that was acquired by AccorHotels in 2016, is fast expanding in Asia Pacific (APAC). A highly innovative digital self-service solution. John Paul joined the AccorHotels Group in November 2016. www.johnpaul.com.

Omni-Channel 40

Omni-Channel Leadership Self Service Automotive 40

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

Pointillist

NOVEMBER 11, 2019

For instance, if a customer made a call to the help center, the product for which they called, the agent to which they spoke, the steps they took on conclusion of the call and more would all be captured in the customer journey. Over a three year period, about 10 million credit card customers who missed a payment were levied a late fee.

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

John Paul

OCTOBER 22, 2018

Subsequently, the RRG group (Renault Retail Group) has trusted John Paul with the launch of their new Alpine A110. “With these new trends, we are focusing more on the individual, the driver, to ensure that our multichannel services can be integrated into daily life. John Paul joined the AccorHotels Group in November 2016.

Self Service 40

Self Service Automotive Transportation Travel 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

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

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

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. The retail bank branch is still very much needed.

Banking 40

Banking Omni-Channel Multi-Channel Self Service 40

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

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. Most customers prefer to serve themselves.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52

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. Watson understands what a customer is requesting and responds accordingly.

Innovation 40

Innovation Technology Customer Experience e-support 40

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 #20.

Omni-Channel 77

Omni-Channel Strategy Customer Experience Customer Journeys 77