Eptica

AUGUST 24, 2016

Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Published on: August 24, 2016. Analyze the questions asked, both on your website and other digital channels, and use this information to improve the content and service levels you provide. Share this page on: Tweet.

Customer Experience 48

Customer Experience Social Media Multi-Channel Touchpoint 48

AWS Machine Learning

JANUARY 12, 2023

Enterprises that operate globally are experiencing challenges sourcing customer support professionals with multi-lingual experience. AWS and Salesforce have been in a strategic partnership since 2016, and are working together to innovate on behalf of customers. Choose Omni-Channel to open the agent interface.

Omni-Channel 77

Omni-Channel Multi-Channel Resources Policies 77

Win the Customer

NOVEMBER 14, 2016

These days, there are multiple digital channels for customers to choose from; everything from email, live chat and of course, social media. Smart brands have embraced the concept of social customer service and know that it makes sense to engage with their customers, right there on social media. Don’t hesitate to engage.

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

ENGAGE.cx

OCTOBER 28, 2015

The leading system for figuring out what marketing tactics are influencing and driving purchases is multi-touch attribution (MTA), which is shaping up to be one of the most important digital marketing tactics of 2016. By undergoing this process, marketing spend can be derived for each group and channel combination.

Multi-Channel 40

Multi-Channel Ecommerce Groups Metrics 40

SurveySparrow

NOVEMBER 10, 2022

billion US dollars in 2016. This is essential to ensure customer satisfaction and loyalty to improve overall customer experience. Engage with different stakeholders. This is why you need multiple channels using which surveys can be sent and customers can respond. Why is it such a huge industry?

Marketing 52

Marketing Survey Multi-Channel Consumers 52

Currency Alliance

DECEMBER 20, 2022

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. So, while the major loyalty trends for 2023 will be oriented around cost control, this will be accompanied by refocusing investment where it’s most profitable.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52

Kustomer

OCTOBER 28, 2022

According to a 2016 study by Forrester, superior modern customer service drives superior revenue growth in industries where customers can easily switch to competitors that deliver a differentiated customer experience. According to Aberdeen Group , companies with extremely strong omnichannel customer engagement see a 9.5%

Customer Engagement 105

Customer Engagement Engagement Omni-Channel Customer Centricity 105

Provide Support

OCTOBER 7, 2015

State of Multi-channel Customer Service Report by Parature, showing that 62% of consumers feel that overall customer service is getting better rather than worse, sounds quite positive. Convenience: omni-channel, self-service, mobile. Customers are flexible about the means they use to engage companies.

Customer Service 40

Customer Service Omni-Channel Self Service How To 40

SurveySensum

JULY 14, 2020

Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. He successfully led and brought his companies in successful CX transformation and has won many awards in customer engagement & customer experience management areas. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Currency Alliance

MAY 9, 2022

Such ‘digital washing’ (like greenwashing in the context of environmental protection) is also taking place in loyalty, where various vendors claim to be true SaaS platforms or API-centric. To help businesses on this path, we have decided to share our experience in building an API-centric loyalty platform over the years.

Loyalty 52

Loyalty Technology Loyalty Programs Multi-Channel 52

Currency Alliance

OCTOBER 27, 2017

We have seen tremendous change across many industries during the past 40-50 years, and these changes can help predict the next evolution in the loyalty sector. Unfortunately, the customer loyalty sector has not kept pace. Most loyalty programs still retain largely the same design as 20 years ago.

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45

Comm100

JUNE 1, 2022

The global live chat software market was valued at $590 million in 2016. However, there are still many brands who haven’t yet adopted live chat, largely owing to a lack of awareness of the channel’s effectiveness, especially when compared to telephone and email support. Today’s consumers prefer live chat over any other channel.

Software 130

Software Multi-Channel Chatbots B2C 130

Kayako

JANUARY 5, 2017

Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. In the new world, that inverts.” ” – Jeff Bezos CEO of Amazon.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

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. They make them feel valued, inspire their loyalty, and earn their business. We brought the industry’s first customer engagement hub to market. The result: happy, loyal customers. Confirmit.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Kustomer

JUNE 27, 2022

The transformed landscape requires engagement like never previously seen, and customer service software is here to help. Spanning multiple channels, across both brick-and-click locations, customers want immediate answers to product questions, swift resolution to their problems, and personalized brand interactions.

Software 98

Software Tools Customer Service Self Service 98

Eptica

DECEMBER 9, 2016

Date: Friday, December 9, 2016 What’s the state of European customer service? Published on: December 09, 2016. To find out Engage Business Media recently surveyed over 3,000 consumers in six European countries (the UK, France, the Netherlands, Germany, Italy and Sweden). But how does it vary between different countries?

Customer Service 48

Customer Service Multi-Channel Consumers Knowledge Base 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. We now have a multi-device, multi-screen and multi-channel environment. I am convinced that channels are not interchangeable from the customer point of view.

Technology 48

Technology Multi-Channel Self Service Consumers 48

Pointillist

NOVEMBER 11, 2019

Measure First Call/Contact Resolution with Journey Analytics As customers increasingly interact with businesses across multiple channels, organizations are shifting to measuring First Contact Resolution instead of First Call Resolution. Customer behaviors vary across different channels.

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

Eptica

DECEMBER 21, 2016

Date: Wednesday, December 21, 2016 Reducing customer service stress at Christmas. Published on: December 21, 2016. Build empathy The vast majority of interactions between customers and brands are now digital, through channels such as email. Author: Anne-Merete Jensen Christmas is a stressful time.

Customer Service 48

Customer Service Multi-Channel Self Service Social Media 48

SurveySparrow

OCTOBER 25, 2019

Ask them to fill out engaging customer pulse surveys. It has an engaging and chat-like functionality that persuades the user to fill surveys without much ado. This is an excellent strategy to increase customer loyalty and turn them into your brand ambassadors. Omni-channel Approach. What is Omni-channel?

Omni-Channel 77

Omni-Channel Strategy Customer Experience Customer Journeys 77

ERDM

OCTOBER 23, 2017

VoC research we have conducted indicates that consumers feel that actions which demonstrate a commitment to personalization and value, build strong ties and reinforce loyalty. To connect with consumers, the following innovators are developing game changing methods of meeting consumer’s needs.

Innovation 40

Innovation Company Multi-Channel Consumers 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. However, just 50% provided a successful reply on the channel.

Insurance 48

Insurance Connections Customer Service Self Service 48

Magellan Solutions

NOVEMBER 8, 2019

We are at the height of the retail revolution, and for a successful business to rise above the fold, it needs to offer a different level of customer engagement. Most social media channels have also made it relatively easy for e-commerce stores to sell on social media via embedded links. Voice Search. Still not convinced?

Trends 40

Trends e-support Social Media Multi-Channel 40

Alida

JANUARY 13, 2017

According to a 2016 study by Deloitte and the CMO Council , only a small minority of marketing leaders have made significant progress in improving CX. Consumers have a multitude of ways to engage with a company. Brands must ensure a seamless experience across all channels. They also use multiple devices.

Omni-Channel 50

Omni-Channel Marketing Customer Experience Multi-Channel 50

Grade.us

JUNE 2, 2020

When you’ve invested in review management, on the one hand, you’re deciding to proactively generate reviews from your customers to drive loyalty, celebrate your happiest evangelists, and create valuable user generated marketing materials. How do reputation management software solutions help? 100 locations/clients included.

Software 47

Software Management Net Promoter Score Multi-Channel 47

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. Daisy Jing, 27 years old, founded and bootstrapped a now multi-million beauty product line called Banish. Salesforce recently released the 2016 edition of the State of Marketing report.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Retently

APRIL 11, 2019

However, figuring out the most effective channels to capture customer feedback can be challenging, as businesses have little insights on where and when to survey their customers. Once you get an understanding of each customer feedback channel, you’re armed at all points to develop a viable strategy aimed at meeting your business goals.

NPS 95

NPS Survey Multi-Channel Chatbots 95