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

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. But that’s a limited view of the customer experience. First, understand your buyers.

Marketing 91

Marketing Customer Experience 2017 Multi-Channel 91

SurveySparrow

OCTOBER 25, 2019

I bet every business guru you turned to advised you to create a customer experience strategy to enhance customer experience, didn’t they? Companies with successfully implemented customer experience strategies are found to achieve higher customer satisfaction, increased revenues, and reduced customer churn.

Customer Experience 77

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

Avaya

JULY 27, 2017

They want contextual, multi-touch experiences that span the entire organization. For FSPs, this means being open, agile and integrated enough to support the future of the customer experience. The solution is an intelligent integration of backend infrastructure, customer-facing channels, and conversational nuances.

Financial 50

Financial Customer Experience Multi-Channel Banking 50

Magellan Solutions

JULY 28, 2021

Instead, it just diverted and dispersed much of that activity across different channels. Social channels leveraged a captive audience to deploy new commerce features. Where customer journeys used to be relatively linear, today they’re anything but. Sales channels. Advertising channels.

Omnichannel 52

Omnichannel Multi-Channel 2022 Retail 52

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. We now have a multi-device, multi-screen and multi-channel environment. RV: It is important to understand the logic behind customer journeys.

Technology 58

Technology Multi-Channel 2017 Consumers 58

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

JULY 8, 2016

Date: Friday, July 8, 2016 Delivering what US consumers want. Published on: July 08, 2016. Author: Chris Eideh Knowing your customers is at the heart of designing and delivering the right experience to engage with them successfully. So, what does this mean for customer experience? Share this page on: Tweet.

Consumers 50

Consumers Multi-Channel 2008 2016 50

Pointillist

NOVEMBER 11, 2019

.” Today’s call centers must balance many priorities while maintaining an intense focus on customers. must now focus on achieving performance excellence across all three key priorities: customer experience, cost optimization, and revenue maximization. Customer behaviors vary across different channels.

Call Center 74

Call Center Metrics Multi-Channel Banking 74

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

JANUARY 24, 2018

In a complex, multi-channel world, the number of potential issues in the customer journey have multiplied, meaning that brands have to prioritize where they spend budgets in order to deliver the greatest positive impact. You might also be interested in these posts: 5 ways to get your email customer service ready for 2018.

Multi-Channel 49

Multi-Channel 2018 2017 Airlines 49

Eptica

DECEMBER 21, 2016

Date: Wednesday, December 21, 2016 Reducing customer service stress at Christmas. Published on: December 21, 2016. How can companies reduce stress for customers and staff and ensure that Christmas is the season of goodwill to all? Author: Anne-Merete Jensen Christmas is a stressful time. Share this page on: Tweet.

Customer Service 48

Customer Service Multi-Channel Social Media Contact Center 48

Clarabridge

FEBRUARY 19, 2019

And as the avenues to engage with customers continue to expand, you will want to be accessible and ready to serve on these new channels. Research indicates that customers who start and end service requests using digital channels have a satisfaction rate that is significantly higher than those using traditional channels.

Multi-Channel 40

Multi-Channel Customer Service Contact Center Effort Score 40

Kayako

JANUARY 5, 2017

In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Yet, relatively few contact centers have focused on providing a consistent customer experience. Customers expect support to be available 24/7.

2017 38

2017 Multi-Channel Loyalty Customer Service 38

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

Experience Matters

APRIL 7, 2015

In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. This year’s crop of candidates was quite competitive.

2015 97

2015 Multi-Channel 2014 CEM 97

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

ENGAGE.cx

OCTOBER 28, 2015

The leading system for figuring out what marketing tactics are influencing and driving purchases is multi-touch attribution (MTA), which is shaping up to be one of the most important digital marketing tactics of 2016. Once achieved, customers can be clustered into groups according to similar behavior – or journey’s.

Multi-Channel 49

Multi-Channel White Paper 2016 Metrics 49

Customer Alignment

APRIL 20, 2017

Trust is earned, each day and cumulatively, through actions and the way that a customer centric organisation engages with both employees and customers. I’d had a shocking customer experience during the first repair job involving missed appointments, incorrect screens turning up and even correct screens being broken on installation.

Multi-Channel 40

Multi-Channel 2016 Customer Centricity 2017 40

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. This often improves the customer experience.

Loyalty 52

Loyalty Technology Loyalty Programs Multi-Channel 52

Martin Hill-Wilson

SEPTEMBER 22, 2016

The more we adopt self managed, digital channels which optimise our expectations for ‘always there’, real time delivery, we are also rediscovering the expectation for human engagement when it matters. We are complex in our needs and so customer relationships are tricky in terms of striking the right balance. Digital Profiling.

Multi-Channel 83

Multi-Channel Insurance Customers Customer Journey 83

Avaya

NOVEMBER 8, 2017

The financial services industry ranks as one of the top markets to experience massive digital disruption in the coming years. In 2016, Ernst & Young introduced its Banking Relevance Index (BRI), designed to measure the importance of traditional banks to customers’ lives. Multi-channel. Advice-centric.

Banking 40

Banking Multi-Channel Financial 2011 40

ijgolding

DECEMBER 8, 2015

When it comes to delivering consistently good Customer Experiences, it appears as though bigger is definitely not necessarily better! 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

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

2020 132

2020 Customer Experience Magazine Consulting 132