Eptica

APRIL 25, 2019

Date: Thursday, April 25, 2019 Author: Pauline Ashenden - Marketing Manager 5 top priorities for today’s contact centers. Published on: April 25, 2019. Demonstrating this growth, 2019 sees industry association the CCMA celebrate a quarter century of success , supporting the sector as it has grown dramatically.

Contact Center 75

Contact Center Self Service Net Promoter Score First Call Resolution 75

Kustomer

NOVEMBER 4, 2020

Here’s a closer look at how both technologies can automate business functions and boost CX: Chatbots. Businesses in various sectors have already employed chatbots to better deliver on customer needs and improve the speed at which business can help consumers. billion in 2019 to $9.4 Customer Service Goes Remote.

Omni-Channel 140

Omni-Channel Customer Experience Chatbots e-support 140

Kustomer

JULY 22, 2020

But the holiday season also brings a big lump of coal: an increase in needy customers reaching out to your team in need of immediate support. The question becomes, how do you handle the seasonal rush without breaking the bank or disappointing customers? Customer Expectations During the Holiday Season. Prepare Early.

Self Service 64

Self Service Omni-Channel e-support Chatbots 64

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. We believe these trends will occupy most brands’ efforts during 2019. As you prepare for change, simplify everything as much as possible – for the benefit of your team members and your customers.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

CSM Magazine

SEPTEMBER 24, 2019

Insurers are the least trusted companies in the UK and are unable to answer over half of routine questions successfully, according to research commissioned by digital customer experience technology provider, Eptica. First, they need to embrace processes, technology and knowledge to help them deliver the service that customers expect.

Insurance 45

Insurance Customer Service Multi-Channel Fashion 45

Pointillist

JUNE 5, 2019

Customer experience is a top priority for organizations in 2019 Customer experience is universally recognized as a top priority by most organizations, regardless of industry or size. Centering customer experience around the customer and their journey is the only way to retain customers, which is obviously good business.”

Customer Journeys 89

Customer Journeys Measurement Report Omni-Channel 89

Eptica

DECEMBER 12, 2018

With more and more people engaging with brands through digital channels, improving the customer experience (CX) is a key part of digital transformation - especially as customer expectations rise in this area. One important way that organizations are doing this is by creating customer hubs. Can your customers trust you?

Self Service 65

Self Service Culture Study Chatbots 65

Kustomer

NOVEMBER 4, 2020

Here’s a closer look at how both technologies can automate business functions and boost CX: Chatbots. Businesses in various sectors have already employed chatbots to better deliver on customer needs and improve the speed at which business can help consumers. billion in 2019 to $9.4 Customer Service Goes Remote.

Omni-Channel 52

Omni-Channel Customer Experience Chatbots e-support 52

Bold360

FEBRUARY 19, 2020

And one out of five customer engagements require getting back to the customer later with an answer. Today’s customers expect every agent to have more detailed knowledge of all products, services, and company policies so they can get that answer the first time they connect. As a result, agent frustration levels are rising.

Tools 52

Tools Average Handle Time Training Customer Satisfaction 52

Currency Alliance

MARCH 5, 2019

With contributions from four very different perspectives – one brand, one consultant, one journalist and one technology vendor – the session was an intense and lively discussion which tackled many of the big questions currently faced by loyalty brands. Chuck Ehredt, CEO & Co-Founder, Currency Alliance.

Loyalty 58

Loyalty Loyalty Programs Entertainment Consulting 58

Currency Alliance

NOVEMBER 17, 2020

It allows us to keep customers engaged when business plans fly out the window, due to marketplace calamities, such as the Covid-19 pandemic. In November 2019 when we published the Top Trends for 2020 , we could not have known about the Covid-19 pandemic. putting the customer at the center of your business model.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Pointillist

MAY 19, 2020

. “ Hank Brigman Customer Experience Strategist Author of TOUCHPOiNT POWER! Approximately one third of CX team leaders report that they obtained an increase in their CX budgets from 2019 to 2020, while nearly half said their budget stayed the same. Over one-in-five saw their budget actually decrease year over year.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

ProProfs Chat

DECEMBER 23, 2019

It is quite possible that the volume, velocity and variety of customer data can be overwhelming for many businesses. Or perhaps, their strategies may not be adequately supported by systems and technology. In the face of such hurdles, how do you build a customer centric culture ? Remember That Customer Perceptions Are Real.

Customer Centricity 96

Customer Centricity Customer Journeys Knowledge Base Effort Score 96

Think Customers

NOVEMBER 4, 2019

auto sales are expected to be about 16.9 million units in 2019, a 2.5 Further compounding the issue is the fact that the auto industry has a notoriously long production cycle and the price tags of new models continue to rise as manufacturers add new technology and safety features. Turbulent times U.S. Power and LMC Automotive.

Industry 40

Industry Automotive Chief Customer Officer Transportation 40

delighted

SEPTEMBER 27, 2019

Needless to say, many brands are taking notice of the financial benefits improving customer service can have for your bottom line. In 2019, 67% of consumers believe that companies are actively improving their customer service. 53% of customers expect businesses to respond to negative reviews promptly.

Customer Service Strategies 42

Customer Service Strategies Customer Service Strategy Self Service 42

Centercode

FEBRUARY 11, 2021

Department of Commerce reported a 30% increase in online spending from 2019 to 2020 (compared to the previous 13% increase year over year). And in the realm of technology, Centercode research revealed that 55% of consumers planned to skip in-store shopping completely and purchase new tech devices online — an 8% increase from 2019.

e-support 98

e-support How To Policies eBook 98

Gainsight

DECEMBER 21, 2020

In 2019, there were many thought leaders and evidence that the economy was shifting to the customer. With an inundation of products and services as subscriptions to choose from, the customer could quickly leave your company and take their business with them.

Data 59

Data Software Knowledge Base Customer Success 59