Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Published on: January 06, 2016.

2015 50

2015 Customer Experience 2016 Social Media 50

Comm100

JUNE 15, 2022

Digital customer engagement is always evolving. Just as live chat was a technological leap over telephone communication and is proving to be the most essential of all channels, chatbots are the latest technological milestone in customer support. Canadian Blood Services.

Customer Service 82

Customer Service 2019 Customers 2015 82

Eptica

AUGUST 11, 2015

Date: Wednesday, August 12, 2015 The importance of emotion to customer engagement. Published on: August 12, 2015. Customer service is no different. We’ve all had good and bad customer experiences where emotional engagement (or disengagement) has radically changed the interaction.

Customer Engagement 88

Customer Engagement Engagement Social Media Sports 88

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

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

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. Read more about the app here.).

Innovation 105

Innovation Customer Service 2015 Customer Service Representative 105

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

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

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. Service is a Growing CRM Investment. Knowledge is Power in Service and Support.

Wireless 89

Wireless Customer Service 2015 2016 89

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. Here are six areas to focus on: 1.

Customer Service 75

Customer Service 2015 Social Media Contact Center 75

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

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. This shift to a mobile first world has a big impact on the customer experience and customer service.

Customer Service 56

Customer Service Social Media 2014 Contact Center 56

Eptica

APRIL 18, 2016

Date: Monday, April 18, 2016 Hanging on for telecoms customer service. Author: Pauline Ashenden In the past telecoms has gained a reputation for poor customer service. Its latest data found that the total volume of telecoms and pay TV complaints decreased between Q3 and Q4 2015. Published on: April 18, 2016.

Customer Service 49

Customer Service Social Media 2015 2016 49

Eptica

MARCH 31, 2016

Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. 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. Published on: March 31, 2016.

Customer Service 49

Customer Service Entertainment 2015 Fashion 49

Eptica

OCTOBER 9, 2015

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Published on: October 09, 2015. It also looks at sharing best practice to further improve standards, ultimately benefiting consumers everywhere. On that note, let us focus on the positive side of customer service.

Net Promoter Score 71

Net Promoter Score Customer Service Social Media Contact Center 71

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year? Eptica research backs up the need to make self-service easier. Published on: January 20, 2016.

Customer Service 49

Customer Service 2016 2015 E Commerce 49

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

Eptica

MARCH 11, 2016

Date: Friday, March 11, 2016 How good are UK brands at email customer service? However, UK brands are struggling to cope with the emails they receive , with performance overall worsening according to the latest Eptica Multichannel Customer Experience Study. Published on: March 11, 2016. There are over 4.35

Brands 49

Brands Customer Service 2015 Insurance 49

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

Eptica

JULY 27, 2016

Date: Wednesday, July 27, 2016 Is customer service investment actually delivering? Author: Pauline Ashenden Despite the rising importance of customer service on both sides of the Atlantic, the UK is widely seen as lagging the United States when it comes to the experience that companies deliver. The result?

Customer Service 50

Customer Service Poor Customer Service Contact Center 2016 50

Eptica

JUNE 1, 2016

Date: Wednesday, June 1, 2016 What is holding back chat in customer service? Author: Neil Cox Amongst consumers, chat is fast becoming a mainstream channel for customer service. Research indicates that millennials in particular are very comfortable using chat for customer service from their mobiles.

Customer Service 49

Customer Service 2016 2014 Contact Center 49

Eptica

MARCH 18, 2016

Date: Friday, March 18, 2016 UK retail customer service failing to move forward. Transformed by the internet, new entrants and ever more demanding consumers, retailers cannot afford to rest on their laurels. Customers are pushing retailers to innovate and deliver new services , improved experiences at lower prices.

Retail 49

Retail E Commerce Customer Service Entertainment 49

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

Eptica

FEBRUARY 12, 2016

Date: Friday, February 12, 2016 Has UK customer service turned a corner? Author: Derek Lewis In today’s fast changing world consumer expectations are continually rising. This means that delivering the right levels of customer satisfaction is a journey not a destination. Wales has the happiest customers , scoring 78.6,

Customer Service 49

Customer Service 2016 Contact Center 2013 49

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

Eptica

DECEMBER 16, 2015

Date: Wednesday, December 16, 2015 Customer service in a multigenerational world. Published on: December 16, 2015. Build empathy Treating every customer as an individual is vital, yet companies now receive a huge volume of queries from consumers, across every channel. Share this page on: Tweet.

E Commerce 48

E Commerce Customer Service Social Media Contact Center 48

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. It’s a means to an end.

Social Media 233

Social Media Engagement Magazine Innovation 233

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

CSM Magazine

NOVEMBER 3, 2015

Email delivers the fastest and most accurate customer service in US retail, far exceeding social media and other channels, according to new research from multichannel customer engagement software provider Eptica. It studied those companies ranked between 500-1000, according to turnover, by theTop500Guide.com.

Social Media 40

Social Media Retail Customer Service 2015 40

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

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. 12 months later this had fallen to 6.5.

Customer Engagement 56

Customer Engagement Engagement 2015 Roadmap 56

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

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

JULY 6, 2016

Date: Wednesday, July 6, 2016 Understanding 6 key trends in UK customer service. Author: Steve Nattress Customers are increasingly demanding about the levels of service that they receive from brands. However, when complaining, customers prefer using the telephone (54%), email (23%) and social media (13%).

Customer Service 49

Customer Service Contact Center Social Media 2016 49

Eptica

DECEMBER 18, 2015

Date: Friday, December 18, 2015 Telecoms customer complaints rising in the UK. Published on: December 18, 2015. However, the rise of superfast broadband, social media, IP telephony and on-demand/pay-TV services mean that it is now an essential part of the Christmas experience for the majority of families.

2015 61

2015 Social Media Sports Contact Center 61

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

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