Comm100

JULY 11, 2019

Closer to home and much more practically, let’s take a look at how AI is changing the contact center and customer experience, and where the impact is most significant. Wire them up with AI, and now you’re into a whole new level of customer engagement. AI-powered Chatbots. AI-powered Analytics.

Contact Center 48

Contact Center 2010 Social Media 2016 48

CSM Magazine

SEPTEMBER 12, 2023

Zenarate leads the learning transformation to develop top-performing contact center agents. Zenarate , the leading AI Simulation Training solution for customer-facing agents, today announced strong customer growth despite the headwinds experienced by many tech companies.

Telecommunications 59

Telecommunications Marketing Contact Center Insurance 59

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Ready for 2017 and beyond?

2017 40

2017 Customer Engagement Engagement Contact Center 40

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Ready for 2017 and beyond?

2017 40

2017 Customer Engagement Engagement Contact Center 40

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event.

Omnichannel 40

Omnichannel Connections 2016 Contact Center 40

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.

Contact Center 83

Contact Center Omnichannel Social Media 2025 83

Tricia Morris

JANUARY 29, 2016

Of course I am referring to their expertise and engagement with the game Minecraft – a game that, once you overcome the lack of impressive graphics and a tad bit of motion sickness, will teach you all you need to know about the most disruptive and transformative shift of control in managing, maintaining, and maturing customer relationships, ever.

Customer Engagement 71

Customer Engagement Engagement Travel Advertising 71

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 Global State of Multichannel Customer Service Report).

Customer Service 70

Customer Service 2015 2016 Contact Center 70

Eptica

MAY 25, 2016

Date: Wednesday, May 25, 2016 Mapping digital transformation in customer experience. Published on: May 25, 2016. Author: Pauline Ashenden In the fast-moving world of customer experience there is no shortage of new trends and technologies for companies to evaluate and adopt.

Customer Experience 54

Customer Experience 2016 Contact Center ROI 54

Avaya

APRIL 3, 2017

He extends his vision that messaging is at the center of the digital transformation era. I wanted to explore some of the observations from the conference—especially those about contact center operators leveraging customer journey maps for serving customers effectively via chat, SMS and other messaging communiques.

Customer Journey Mapping 58

Customer Journey Mapping Customer Journey Contact Center 2016 58

Eptica

JUNE 1, 2016

Date: Wednesday, June 1, 2016 What is holding back chat in customer service? Published on: June 01, 2016. Author: Neil Cox Amongst consumers, chat is fast becoming a mainstream channel for customer service. In the 2016 study it again grew exponentially, to 44% of brands surveyed.

Customer Service 49

Customer Service 2016 2014 Contact Center 49

Eptica

JULY 27, 2016

Date: Wednesday, July 27, 2016 Is customer service investment actually delivering? Published on: July 27, 2016. 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.

Customer Service 50

Customer Service Poor Customer Service Contact Center 2016 50

Eptica

JULY 6, 2016

Date: Wednesday, July 6, 2016 Understanding 6 key trends in UK customer service. Published on: July 06, 2016. Author: Steve Nattress Customers are increasingly demanding about the levels of service that they receive from brands. The persistence of non-integrated and siloed channels is also seen as a major problem.

Customer Service 49

Customer Service Contact Center Social Media 2016 49

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. This shift to a mobile first world has a big impact on the customer experience and customer service. So, what can brands do to ensure that they are delivering the mobile customer service that their customers expect?

Customer Service 56

Customer Service Social Media 2014 Contact Center 56

Eptica

APRIL 13, 2016

Date: Wednesday, April 13, 2016 The move to meaningful conversations in customer experience. Published on: April 13, 2016. Author: Olivier Njamfa Over the past fifteen years, the importance of customer experience has grown dramatically. As well as being more important, the emphasis within customer experience has changed.

Customer Experience 51

Customer Experience Contact Center 2016 Social Media 51

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Published on: January 20, 2016. Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year?

Customer Service 49

Customer Service 2016 2015 E Commerce 49

Eptica

OCTOBER 28, 2016

Date: Friday, October 28, 2016 Turning service into sales with chat. Published on: October 28, 2016. Author: Angus Prentice Good customer service leads to happier, more loyal customers who stay with you longer, spend more and are more likely to recommend your business to family and friends. The result?

Sales 79

Sales E Commerce E-support Contact Center 79

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. Author: Chris Eideh Businesses understand that improving the customer experience has a direct impact on revenue generation. Happier customers are more loyal, will spend more and recommend your company to their friends.

ROI 50

ROI Customer Experience 2016 Airlines 50

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 2016. 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.

2015 50

2015 Customer Experience 2016 Social Media 50

Eptica

JANUARY 29, 2016

Date: Friday, January 29, 2016 Customer service lessons from the hotel sector. Published on: January 29, 2016. Author: James Gladwish Since the days of coaching inns, providers of accommodation have had to focus on delivering the right customer experience to their guests. I think it comes down to four areas: 1.

Hotels 56

Hotels Customer Service Social Media Travel 56

Eptica

FEBRUARY 17, 2016

Date: Wednesday, February 17, 2016 5 ways to successfully deal with angry customers. Published on: February 17, 2016. Author: Pauline Ashenden Given the complexity of business today and the rising expectations of consumers, most organizations will be on the receiving end of customer complaints.

Contact Center 56

Contact Center 2016 Customers Consumers 56

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. This means that organizations need to ensure that the customer experience meets the needs and expectations of Millennials if they want to win and retain their business. Here are five areas for focus on: 1.

Customer Expectations 51

Customer Expectations Social Media Contact Center 2015 51

Eptica

MARCH 31, 2016

Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. Published on: March 31, 2016. Being able to find answers to their questions quickly is therefore a vital part of the customer experience. Being able to find answers to their questions quickly is therefore a vital part of the customer experience.

Customer Service 49

Customer Service Entertainment 2015 Fashion 49

Eptica

APRIL 5, 2016

Date: Wednesday, April 6, 2016 Where are the UK’s Chief Customer Officers? Published on: April 06, 2016. Author: Pauline Ashenden The combination of growing competition and more demanding consumers means that customer experience is now recognized by businesses everywhere as crucial for success.

Chief Customer Officer 49

Chief Customer Officer 2016 Contact Center Customers 49

Eptica

JANUARY 25, 2017

Date: Wednesday, January 25, 2017 The 5 trends brands need to address for improved customer service. Author: Pauline Ashenden The latest Institute of Customer Service (ICS) UK Customer Satisfaction Index (UKCSI) has a positive message for everyone involved in customer service. Published on: January 25, 2017.

Net Promoter Score 51

Net Promoter Score Brands Customer Service 2016 51

Eptica

MARCH 18, 2016

Date: Friday, March 18, 2016 UK retail customer service failing to move forward. Published on: March 18, 2016. Customers are pushing retailers to innovate and deliver new services , improved experiences at lower prices. 10% fewer companies allowed non-customers to email them compared to 2015.

Retail 49

Retail E Commerce Customer Service Entertainment 49

Eptica

AUGUST 5, 2016

Date: Friday, August 19, 2016 Why email is more important than ever for customer service. Published on: August 19, 2016. Author: Neil Cox While it is widely considered a mature channel, email is becoming more, not less important when it comes to customer service.

Customer Service 49

Customer Service Contact Center Average Handle Time 2016 49

Avaya

DECEMBER 1, 2016

According to the Wall Street Journal, 2016 Thanksgiving and Black Friday sales have already accounted for more than $3 Billion in “desktop spending”—aka, e-commerce. While many of these purchases are simply one click and a check off of gift lists, the customer probably made several decisions well before the submit-order button was activated.

Customer Experience 57

Customer Experience Contact Center E Commerce 2015 57

Eptica

AUGUST 5, 2016

Date: Friday, August 12, 2016 Delivering the benefits of knowledge management in customer service. Published on: August 12, 2016. Domestic & General With more than 7 million UK customers, Domestic & General is the UK’s leading warranty specialist.

Customer Service 48

Customer Service Management Contact Center 2016 48

Eptica

JUNE 10, 2016

Date: Friday, June 10, 2016 Adding emotion to the customer experience. Published on: June 10, 2016. Author: Pauline Ashenden Delivering the right customer experience isn’t just about systems and processes – it is also about how the consumer feels during, and at the end of, the journey.

Customer Experience 49

Customer Experience 2016 Contact Center Social Media 49

Eptica

OCTOBER 16, 2015

Date: Friday, October 16, 2015 The opportunity for European customer experience. 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. Published on: October 16, 2015.

E Commerce 75

E Commerce Customer Experience 2015 Banking 75

Eptica

OCTOBER 12, 2016

Date: Wednesday, October 12, 2016 Is it really time for your company to embrace chatbots? Published on: October 12, 2016. Author: Pauline Ashenden One of the most talked about current trends in customer experience is the rise of chatbots , with many companies investigating using them to interact with customers on messaging apps.

2016 78

2016 Contact Center Technology Interaction 78

Eptica

FEBRUARY 12, 2016

Date: Friday, February 12, 2016 Has UK customer service turned a corner? Published on: February 12, 2016. This means that delivering the right levels of customer satisfaction is a journey not a destination. Wales has the happiest customers , scoring 78.6, It seems that these investments are beginning to pay off.

Customer Service 49

Customer Service 2016 Contact Center 2013 49

Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Published on: June 17, 2016. One of the key points raised is that while senior managers now understand the importance of customer experience , many are unsure where to start when it comes to improving what they offer to consumers.

Customer Experience 49

Customer Experience Chief Customer Officer 2016 Contact Center 49

Eptica

AUGUST 5, 2016

Date: Wednesday, August 17, 2016 4 lessons from the Forrester CX Index. Published on: August 17, 2016. Author: Pauline Ashenden Forrester has just published its 2016 US Customer Experience Index , providing an update on the state of CX across multiple sectors. This shows in their performance within the Index.

2016 50

2016 Wireless Social Media Contact Center 50

Eptica

JUNE 8, 2016

Date: Wednesday, June 8, 2016 Unhappy holidays? The state of UK travel customer experience. Published on: June 08, 2016. At the same time with so many options to choose from online, customers are more discerning about where they take their business, insisting on excellent customer service at all times.

Travel 49

Travel Airlines Customer Experience Social Media 49

Tricia Morris

MAY 31, 2016

Customer expectations are changing, and to be successful, brands’ delivery on customer experience must too. Brands must approach everything they do, but especially service and engagement, with a customer experience mentality. Customer experience gives companies a sense of purpose.

Customer Experience 55

Customer Experience 2016 Contact Center Loyalty 55