Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Author: Robin Tandon While the peak season for retailers isn’t yet over, many companies are already taking stock and looking at their performance, as well as studying the wider trends that emerged in the run up to Christmas 2015.

2015 49

2015 E Commerce Customer Experience 2014 49

Eptica

AUGUST 11, 2015

Date: Wednesday, August 12, 2015 The importance of emotion to customer engagement. Published on: August 12, 2015. Agents realize this – in Eptica’s study ‘ The Power of Linguistics: Consumers vs. Agents: Can the Gap be closed? Share this page on: Tweet. Share this page on: Tweet.

Customer Engagement 88

Customer Engagement Engagement Social Media Sports 88

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. In 2015, that’s all subject to change - and rightfully so.

2015 71

2015 Chief Customer Officer 2003 Customer Centricity 71

Eptica

AUGUST 26, 2015

Date: Wednesday, August 26, 2015 Why APAC consumers are the most demanding in the world. Published on: August 26, 2015. Author: David Chew Across the globe, companies are under increasing pressure to deliver a superior customer experience if they want to win and retain consumer loyalty.

Consumers 59

Consumers E Commerce Social Media 2015 59

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Experience Investigators by 360Connext

FEBRUARY 16, 2015

Besides the predictable onslaught of product announcements and amazing trade show booths, many discussions around the needs of future customers took place recently at the Consumer Electronics Show , the behemoth of tech conferences, in Las Vegas, Nevada. Tell consumers what THEY can do, not what IT can do. Here are a few ideas.

Marketing 250

Marketing Innovation Transportation Demo 250

Experience Investigators by 360Connext

MARCH 24, 2015

Mike Zarin (@zarin) March 24, 2015. Kevin Gibson , Consumer Experience Leader, Humana, shared how Humana has been evolving their brand and the experience to match it. Leaders often not aligned: what they want for the customer. via Gina Bhalwalker @scottrade #ngce — Jeannie Walters (@jeanniecw) March 23, 2015.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

GetFeedback

JULY 11, 2018

As a result, they overlook the pain points damaging the customer experience. In order to bridge it, you need a clear customer engagement strategy. And that starts with listening to the voice of the customer. Why companies fall out of sync with customers. Customer disconnect always begins with internal disconnect.

2015 207

2015 Social Media Customer Satisfaction Customer Centricity 207

GetFeedback

DECEMBER 27, 2018

Customers benefit from sharing feedback too. According to AgilOne’s Consumer Survey , over 70% of US and UK consumers expect some form of personalization from the brands they buy from. Consumers want a personalized customer experience , and they’re willing to hand over data to get it. This is a unique problem.

Net Promoter Score 225

Net Promoter Score Feedback 2015 2010 225

Experience Investigators by 360Connext

APRIL 23, 2015

I was thrilled to have the opportunity to interview Amy Jackson, Senior Director of Brand Strategy and Consumer Marketing for TripIt from Concur while I was at the South By Southwest Interactive festival in Austin, Texas back in March. Jon Galloway (@jongalloway) April 12, 2015. Vocal customers offer valuable ideas.

Social Media 218

Social Media Travel Rewards Programs Innovation 218

Martin Hill-Wilson

JUNE 4, 2015

Once you’ve consumed this post please have a look at what he has produced. The average proportion of employees engaged at their work could be as low as just 13%. Engagement levels are lowest in sales and service functions, where most interactions with customers occur. You can grab the sources from his article.

Customer Engagement 56

Customer Engagement Engagement 2015 Roadmap 56

Experience Investigators by 360Connext

MARCH 16, 2015

We’re not having a tent sale or running a huge promotion, but every year March proves to be crazy but awesome, and 2015 is no different! Our Chief Customer Experience Investigator™ Jeannie Walters is in Austin gathering evidence from South By Southwest Interactive. More Posts - Website Follow Me: The post March Madness!

Events 223

Events Customer Experience Webinar Telecommunications 223

Eptica

SEPTEMBER 9, 2015

Date: Wednesday, September 9, 2015 Making a success of Twitter customer service. Published on: September 09, 2015. Author: Michael Cheung The immediacy and reach of Twitter means it has become a vital channel for customer service. times over the past two years. times over the past two years. That makes over 4.5

Customer Service 97

Customer Service Social Media 2015 Contact Center 97

Alida

NOVEMBER 25, 2016

For instance, NewsCorp Australia, a 2016 Visionary Award Finalist for Asia Pacific , runs many studies within its insight community, engaging over 5,000 media consumers regularly. The ability to scale customer engagement is a huge motivation to launch an insight community. million in open opportunities.

ROI 269

ROI Measurement Brands Net Promoter Score 269

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Published on: September 11, 2015. As technology gets more complex, and consumers look to connect it all together, the importance of the customer experience becomes ever more vital.

Customer Service 76

Customer Service 2015 2014 Social Media 76

Experience Investigators by 360Connext

JUNE 22, 2015

Social media as a customer service channel is now a given. Customers turn to this method when they are frustrated, and aren’t afraid to air their grievances publicly. 67% of consumers have used a company’s social media site for servicing, according to J.D. Don’t forget how customers think about your products.

Social Media 233

Social Media Engagement Magazine Innovation 233

Eptica

OCTOBER 16, 2015

Date: Friday, October 16, 2015 The opportunity for European customer experience. Published on: October 16, 2015. Author: Olivier Njamfa From Berlin to Bermuda, and San Francisco to Singapore, consumers increasingly demand a superior customer experience from the organizations that they choose to buy from.

E Commerce 75

E Commerce Customer Experience 2015 Banking 75

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Published on: September 30, 2015. The rise of social media and increasingly demanding customers has changed all of this. It shows there has been scant change to customer service levels, with no overall improvement since 2013.

Customer Experience 83

Customer Experience Social Media 2015 2013 83

Tricia Morris

JULY 23, 2015

For everyone who was customer service when customer service wasn’t cool, we have arrived. Customer service and customer-centricity is definitely cool now. In the new 2015 State of Multichannel Customer Service Report , 98% of U.S.

Innovation 105

Innovation Customer Service 2015 Customer Service Representative 105

Tricia Morris

FEBRUARY 19, 2016

Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. 2015 Aspect Consumer Experience Survey ).

Customer Service 70

Customer Service 2015 2016 Contact Center 70

Think Customers

JUNE 24, 2015

Drawing in new customers is more challenging than ever as companies compete to engage consumers who have a rapidly shrinking attention span and high expectations.

2015 81

2015 Innovation Customer Engagement Blog 81

Eptica

AUGUST 19, 2015

Date: Wednesday, August 19, 2015 Robots – the future of customer service? Published on: August 19, 2015. Author: Derek Lewis Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience.

Customer Service 85

Customer Service Wireless 2015 Contact Center 85

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Published on: October 06, 2015. Author: Michael Cheung Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. So how can they better connect with customers?

Customer Service 75

Customer Service 2015 Social Media Contact Center 75

Eptica

DECEMBER 18, 2015

Date: Friday, December 18, 2015 Telecoms customer complaints rising in the UK. Published on: December 18, 2015. According to its latest customer service report complaints against telecoms companies are increasing. How will they cope at this critical time? New research from UK regulator Ofcom provides some pointers.

2015 61

2015 Social Media Sports Contact Center 61

Alida

MARCH 30, 2017

Price Chopper Supermarkets, an American grocery chain with 136 stores, has one answer: customer insight. At a recent Vision Critical webinar, Sam Trimboli, consumer insights specialist at Price Chopper, joined us to discuss how customer insight is helping the company thrive in the increasingly fragmented grocery industry.

Customer Insights 145

Customer Insights Insights Webinar Innovation 145

Eptica

SEPTEMBER 18, 2015

Date: Wednesday, September 23, 2015 Why customer service is still vital in the supermarket price war. Published on: September 23, 2015. These pressures actually mean that service is even more important than ever, according to research from the Institute of Customer Service (ICS).

E Commerce 76

E Commerce Customer Service Social Media 2015 76

Think Customers

DECEMBER 29, 2015

Consumers' use of mobile devices continues to surge. Year-over-year global mobile data traffic is expected to rise 59 percent in 2015, according to Gartner. Just 45 percent of consumers are satisfied with retail mobile applications while just 47 percent say they're satisfied with retail websites, according to a 2015 study by Adobe.

Customer Centricity 72

Customer Centricity 2015 Insurance Retail 72

Eptica

OCTOBER 14, 2016

In the UK, retailers will be looking to bounce back from a disappointing 2015 festive season where heavy discounting hit margins in many parts of the sector. Be multichannel Today’s consumers want the freedom to shop online and instore , with the ability to access multiple delivery methods including Buy Online, Pick Up in Store (BOPUS).

E Commerce 65

E Commerce 2016 2015 Social Media 65

Eptica

OCTOBER 5, 2015

Date: Monday, October 5, 2015 Linguistics – the key to customer centricity in APAC. Published on: October 05, 2015. Author: David Chew In an era of ever-more demanding consumers, organizations need to understand and engage with customers if they are to retain their business and loyalty.

Customer Centricity 65

Customer Centricity Multi-Channel 2015 Social Media 65

Eptica

NOVEMBER 11, 2015

Date: Wednesday, November 11, 2015 Comparing the retail customer experience in the United States and United Kingdom. Published on: November 11, 2015. For the United States, Facebook was also evaluated as a customer service channel. Given this competition how do retailers in Britain and the United States compare?

Retail 75

Retail E Commerce Customer Experience 2015 75

Eptica

MARCH 31, 2016

Author: Dharmesh Ghedia With an increasing amount of our time spent online, company websites are now more often than not the first port of call for consumers looking for information from brands. Being able to find answers to their questions quickly is therefore a vital part of the customer experience. Published on: March 31, 2016.

Customer Service 49

Customer Service Entertainment 2015 Fashion 49

Tricia Morris

OCTOBER 19, 2015

CRMUG Summit 2015 landed record-setting attendance numbers recently with Microsoft Dynamics CRM users across sales, marketing and service converging to share use cases, tips and successes in their areas of expertise. Conference attendees landed some terrific takeaways including these five related to the Summit’s new customer service track: 1.

Wireless 89

Wireless Customer Service 2015 2016 89

Eptica

OCTOBER 30, 2015

Date: Friday, October 30, 2015 Which sectors offer the worst customer experience? Published on: October 30, 2015. Author: Pauline Ashenden While all industries need to ensure they are delivering an excellent customer experience, some seem to be intrinsically better at it than others.

Customer Experience 75

Customer Experience Transportation Insurance 2015 75

Eptica

DECEMBER 23, 2015

Date: Wednesday, December 23, 2015 How customer service techniques can ensure a stress-free Christmas. Published on: December 23, 2015. Author: Pauline Ashenden With the holidays now nearly upon us, spare a thought for customer service teams who have to keep working right up to, and through, Christmas itself.

Customer Service 49

Customer Service 2015 Contact Center Retail 49

Alida

APRIL 4, 2017

Though brick and mortar sales are down only five percent since 2015, the closure of many anchor tenants has significantly impacted shopping malls. In these precarious times, both established and new retail players need to focus on customer needs. Prioritize customer engagement, not customer service.

E Commerce 191

E Commerce Retail Innovation Omnichannel 191

Eptica

AUGUST 14, 2015

Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. Published on: August 14, 2015. Author: Pauline Ashenden Twenty years ago, the majority of banking was carried out face-to-face through an extensive branch network and most consumers remained with the same bank for much of their lives.

Banking 85

Banking Social Media Customer Experience Contact Center 85

Eptica

MARCH 11, 2016

Additionally, as more basic queries are dealt with through the web, those raised on the email and voice channels are becoming more complex and time-consuming to answer. All of these facts demonstrate that email is still a vital part of how every business interacts with consumers and delivers customer service.

Brands 49

Brands Customer Service 2015 Insurance 49