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. Eptica: How do digital technologies change consumer behavior? RV: Customer behavior has changed more in the last twenty years than in the previous twenty centuries!

Technology 58

Technology Multi-Channel 2017 Consumers 58

Lumoa

AUGUST 23, 2021

Changes in behaviors As customer expectations continue to rise, CX leaders have needed to make integrated technologies a priority because seemingly the switch is here to stay for the long-term. Embrace the rise of messaging apps One way might be to incorporate texting into your communication channels.

Customer Experience 94

Customer Experience Social Media 2020 Customers 94

Eptica

AUGUST 31, 2016

Date: Wednesday, August 31, 2016 Are you joining the dots when it comes to customer service? Published on: August 31, 2016. Author: Pauline Ashenden Today’s consumers want the freedom and flexibility to make contact using whichever channel they choose – and get a fast, helpful response to their query.

Customer Service 48

Customer Service Multi-Channel Social Media 2016 48

Eptica

JANUARY 24, 2018

And, while well-publicized cases may make the news, it is normally smaller, more individual problems that cause customers to stop buying from a brand. In many cases a company may not even know that a consumer has chosen to switch, until it hits their bottom line. Consumer research bears this out.

Multi-Channel 49

Multi-Channel 2018 2017 Airlines 49

Eptica

AUGUST 24, 2016

Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Published on: August 24, 2016. Author: Olivier Njamfa Customer experience (CX) is moving rapidly towards the top of the CEO agenda as businesses realize its importance to the bottom line.

Customer Experience 49

Customer Experience 2016 Social Media Multi-Channel 49

Kustomer

JUNE 27, 2022

A new era in customer service has arrived. The transformed landscape requires engagement like never previously seen, and customer service software is here to help. Not one single survey has ever indicated that customers wouldn’t pay more for great service, according to Forbes.

2022 98

2022 Customer Service E Commerce E-support 98

Eptica

DECEMBER 21, 2016

Date: Wednesday, December 21, 2016 Reducing customer service stress at Christmas. Published on: December 21, 2016. Fail to deliver this and not only will you lose customers to rivals, but they are likely to share their experiences on social media, damaging your broader brand reputation.

Customer Service 48

Customer Service Multi-Channel Social Media Contact Center 48

Team HGS

JUNE 14, 2017

2017 Trend 3: The Beginning of Channel Guidance. Earlier this year, HGS released a whitepaper on this year’s top 10 trends in customer service. For the past decade, new communication channels have been emerging from phone, to email, to chat, to social. In some complex cases, the best channel may be a phone call.

2017 52

2017 Multi-Channel Average Handle Time 2016 52

Eptica

FEBRUARY 2, 2016

Date: Wednesday, February 3, 2016 Making the change from call center to contact center. Published on: February 03, 2016. Author: Laurence Chami 20 years ago customer service existed in a world dominated by voice , hence the widespread reliance on call centers to manage customer service interactions.

Contact Center 49

Contact Center Call Center Social Media Multi-Channel 49

Alida

JANUARY 13, 2017

Two-thirds of CMOs are now on the hook for improving customer experience (CX). 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. Such an easy thing to correct, and, as a consumer, such a frustrating way to start off my interaction. .

Marketing 91

Marketing Customer Experience 2017 Multi-Channel 91

Avaya

JULY 27, 2017

It’s the digital customer’s world—banks just live in it. 20% of bank customers are now digital-only users. In an age of intelligent, connected capabilities, consumers expect nothing short of a sophisticated banking experience that meets their evolving needs. Without question, AI is helping FSPs meet next-gen customer needs.

Financial 50

Financial Customer Experience Multi-Channel Banking 50

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

2020 132

2020 Customer Experience Magazine Consulting 132

Currency Alliance

MAY 9, 2022

So, to demonstrate some progress, many organizations have pursued initiatives that are only cosmetic in nature while not truly taking advantage of what digital transformation enables: namely that customer journeys, partnerships, trading ecosystems, etc. Currency Alliance has been working with blockchain since 2016.

Loyalty 52

Loyalty Technology Loyalty Programs Multi-Channel 52

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. 1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. Clarabridge. Confirmit.

2015 97

2015 Multi-Channel 2014 CEM 97

Kayako

JANUARY 5, 2017

Recent trends in customer service show that companies can delight their customers while generating revenues. In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Your customers want to help themselves.

2017 38

2017 Multi-Channel Loyalty Customer Service 38

SurveySparrow

OCTOBER 25, 2019

Customer Experience Strategy #9. Omni-channel Approach. What is Omni-channel? It is defined as a multi-channel approach to marketing, sales and serving customers in a way that the customer experience doesn’t change across different platforms. Customer Experience Strategy #10.

Customer Experience 77

Customer Experience Customer Journey Mapping Multi-Channel Net Promoter Score 77

ijgolding

DECEMBER 8, 2015

When consumers want everything to be easier, quicker, and cheaper, it is tough for the small business to differentiate itself in such a competitive landscape. Just good old fashioned personal experiences that do exactly what their customers want. They do not spend money on expensive and extravagant marketing and advertising campaigns.

Customer Experience 67

Customer Experience Retail Travel Multi-Channel 67