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

Experience Investigators by 360Connext

MARCH 31, 2015

As some of you who follow this blog may know, I took the CXI® magnifying glass with me to South By Southwest Interactive this month to scout for customer-focused themes within the latest tech trends. SXSW 2015 was no exception. More Posts - Website Follow Me: The post Is Your Customer Experience Technology Helpful or Creepy?

Technology 265

Technology Customer Experience Social Media 2015 265

Andrew Maher

JUNE 7, 2015

Boy did I feel lucky I was part of a A-Team lineup which spoke at the Avaya Engages 2015 in London this week. Three things just threw me for a loop. Being part of the trio with Andy Cunningham (CMO and legend in Tech Marketing) and Gary Barnett (SVP and General Manager) was for me […].

Customer Engagement 61

Customer Engagement Engagement 2015 Customers 61

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

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Forrester's Customer Insights

NOVEMBER 19, 2014

Forrester recently published its 2015 Predictions for Asia Pacific. I wanted to highlight some specific trends around customer insights (CI) and big data, two very hot topics for many AP-based organizations. Marketing is taking the lead here, as CI pros seek to use data to fuel customer engagement improvements.

2015 54

2015 Customer Insights Insights Customer Engagement 54

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

Tricia Morris

JULY 7, 2015

As customer service and the overall customer experience become key differentiators for brands and organizations across all industries, it has never been more important to know as much as you can about your customers and their expectations for service and engagement across channels. The newly-released 2015 U.S.

2015 101

2015 Consumers Loyalty Brands 101

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

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. Contact Customers on their Preferred Channel.

Contact Center 44

Contact Center Customer Engagement Blog Engagement 44

Martin Hill-Wilson

JUNE 4, 2015

Engagement levels are lowest in sales and service functions, where most interactions with customers occur. 50% of service workers are not engaged and an additional 22% are actively disengaged. The average consumer rating for engaged staff was 6.8 , on a 10-point scale. 12 months later this had fallen to 6.5.

Customer Engagement 56

Customer Engagement Engagement 2015 Roadmap 56

CSM Magazine

AUGUST 3, 2021

He will be leading a new Customer Experience team. The Customer Experience team aims to transform how customers interact with McDonald’s. The team combines the best of McDonald’s Data Analytics and Digital Customer Engagement with Global Marketing, Global Restaurant Development and Restaurant Solutions.

Chief Customer Officer 52

Chief Customer Officer 2001 2012 Touchpoint 52

CSM Magazine

DECEMBER 1, 2021

New data from Dixa , a leading customer engagement platform, has today revealed that brands are struggling to meet evolving consumer demands and expectations in the realm of customer service. . Quantifying the impact of bad customer service. To download the full report, please visit: [link]. About Dixa.

Consumers 52

Consumers Brands Customer Service 2022 52

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

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. Share this page on: Tweet.

Customer Service 97

Customer Service Social Media 2015 Contact Center 97

Alida

JUNE 15, 2016

Today, customers advise brands on where markets are going—not the other way around. According to a 2015 IBM CEO study , it’s “impossible to personalize products, services or experiences without a clear idea of customers’ core values and what’s happening in their lives.”

Marketing 124

Marketing Airlines 2015 Customer Centricity 124

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. How happy are customers?

Customer Centricity 65

Customer Centricity Multi-Channel 2015 Social Media 65

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. Given these challenges, how are they coping with becoming more customer centric? There should be agent tools and customer tools, designed on a common platform.

Customer Service 49

Customer Service 2015 Social Media Contact Center 49

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. Share this page on: Tweet.

Customer Service 75

Customer Service 2015 Social Media Contact Center 75

Alida

JULY 28, 2016

To learn more about this topic, join us at the 2016 Customer Intelligence Summit , where Lauren Meewes, senior program manager of seller at eBay, and Catherine Makk, vice president of global insights at HarperCollins, will share how to use customer feedback to give context and meaning to big data. The big data hype is officially dead.

2010 160

2010 Social Media 2016 2013 160

Think Customers

DECEMBER 29, 2015

Year-over-year global mobile data traffic is expected to rise 59 percent in 2015, according to Gartner. But even as consumers become increasingly reliant upon their mobile devices to communicate and interact with businesses, this doesn't necessarily translate into a satisfactory mobile experience.

Customer Centricity 72

Customer Centricity 2015 Insurance Retail 72

Tricia Morris

FEBRUARY 19, 2016

Here is a collection of 16 statistics shaping customer service for today and tomorrow: 1. 76% of consumers say they view customer service as the true test of how much a company values them. 2015 Aspect Consumer Experience Survey ). 2015 Global State of Multichannel Customer Service Report).

Customer Service 70

Customer Service 2015 2016 Contact Center 70

Comm100

MARCH 4, 2021

How did agent and customer experience change, and what does this mean for 2021? Our annual live chat benchmark report reveals the answers to these questions, pulling from over 66 million chat interactions. For those companies wanting to excel in their customer interactions, more is required. Download Now. Download Now.

2021 52

2021 Omnichannel 2020 Download 52

Eptica

AUGUST 14, 2015

Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. Published on: August 14, 2015. The report outlines ten key areas to focus on: Extend customer service beyond traditional banking hours. Customers now expect to be able to connect with you 24×7 on their channel of choice.

Banking 85

Banking Social Media Customer Experience Contact Center 85

Beyond Philosophy

NOVEMBER 18, 2014

: How is your organization oriented: around the Customer or your product? How well is the organization matrixed across departments that pull together for Customer-facing interactions? Companies that understand channel integration–or the Omni-channels–have a seamless presentation to the Customer.

Customer Centricity 129

Customer Centricity Net Promoter Score Social Media Books 129

Eptica

JUNE 3, 2016

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. Consumers want to interact on new channels.

Customer Service 56

Customer Service Social Media 2014 Contact Center 56

Eptica

MARCH 11, 2016

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. 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

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

Experience Investigators by 360Connext

APRIL 28, 2015

Emotional Interactions are the Most Powerful. All of these small interactions are infinitely more impactful when personalized. Microinteractions can break a customer experience, but they can rarely make one by themselves. These small interactions are but the icing on the larger cake of customer experience.

Customer Experience 296

Customer Experience Hotels Travel Customers 296

Eptica

SEPTEMBER 18, 2015

Date: Friday, September 18, 2015 The six ways web self-service improves your customer experience. Published on: September 18, 2015. Author: Robin Tandon Customer service teams are currently faced with multiple challenges. So how can companies deliver faster service to more queries, while improving efficiency?

E Commerce 78

E Commerce Customer Experience Contact Center 2015 78

CSM Magazine

OCTOBER 1, 2020

Stone served as CFO for marquee Amazon operations during key periods of growth, including Amazon devices and digital content from 2010 to 2011 and Amazon Web Services from 2012 to 2015. ASAPP delivers AI innovations that exponentially increase the operational performance of customer experience teams for leading consumer companies.

2011 52

2011 2012 2010 Financial 52

Eptica

OCTOBER 21, 2015

Date: Wednesday, October 21, 2015 3 ways of reducing customer query volumes. Published on: October 21, 2015. This rising volume of customer interactions, covering everything from questions about products and post-sales queries, to complaints and positive feedback , threatens to overwhelm many organizations.

Contact Center 74

Contact Center Social Media 2015 Consumers 74

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. Provide cost-effective 24/7 support to improve customer engagement.

Customer Service 78

Customer Service 2019 Customers 2015 78

Eptica

DECEMBER 9, 2015

Date: Wednesday, December 9, 2015 5 Ways of improving handling times this Christmas. Published on: December 09, 2015. Additionally, while customers are always demanding, the time they are willing to wait for an answer is even shorter at Christmas. Again, this saves time without impacting the service provided.

Contact Center 50

Contact Center Social Media 2015 Retail 50

Eptica

OCTOBER 9, 2015

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Published on: October 09, 2015. On that note, let us focus on the positive side of customer service. However, you have a great opportunity to use the positive feedback to build a customer advocate program that will help your business grow.

Net Promoter Score 71

Net Promoter Score Customer Service Social Media Contact Center 71

Eptica

JUNE 1, 2016

Customers love it Chat has the highest satisfaction levels for any customer service channel , with 73% of people who use it saying they are satisfied. This is probably due to its speed – it provides the immediacy of a telephone call by delivering a real-time, back and forth interaction. Share this page on: Tweet.

Customer Service 49

Customer Service 2016 2014 Contact Center 49

Eptica

NOVEMBER 20, 2015

Date: Friday, November 20, 2015 Systems versus service. Published on: November 20, 2015. Systems had overridden human interaction, damaging the overall experience. Author: Olivier Njamfa Earlier in the year I moved house and needed to change the existing energy supplier for the property. Share this page on: Tweet.

Net Promoter Score 69

Net Promoter Score 2015 Contact Center NPS 69