Eptica

JUNE 20, 2018

Date: Wednesday, June 20, 2018 Author: Pascal Gauvrit How AI-based self-service can transform the customer experience. Published on: June 20, 2018. Author: Pascal Gauvrit The internet is now the primary channel for most consumers when it comes to shopping, connecting with friends and families and communicating with brands.

Customer Experience 58

Customer Experience 2009 2018 Consumers 58

ERDM

FEBRUARY 12, 2018

Article by Ernan Roman Featured on RetailTouchPoints.com According to the IBM 2017 Customer Experience Index (CEI) Study , “Only 19% of brands offer more than a basic level of personalization of the online experience.” For 2018 they need to trust that customers know what they want. So how do marketers step up and deliver?

Fashion 58

Fashion 2017 Omnichannel 2018 58

Oracle

AUGUST 27, 2019

The idea of a single e commerce model no longer applies in a world where customers, services, and the online experience have evolved to the point where almost every business has incorporated an internet component. This widening of the field has brought with it a re-think in how commerce is conducted online.

E Commerce 58

E Commerce E-support B2C Retail 58

Maru Group

JANUARY 8, 2019

2018 was an important year for retailers and UK brands. Changing spending habits, growing business rates, unprecedented levels of discounting and even the weather all collided to make 2018 one of the most difficult trading years for consumer brands in recent history. Trust and authenticity; Keeping it real.

2019 56

2019 Customer Experience Retail 2018 56

Eptica

MARCH 14, 2018

Date: Wednesday, March 14, 2018 How do UK banks rate on customer experience? Published on: March 14, 2018. Loyalty is driven by meeting consumer needs. They want an easy, transparent experience from brands that treat them well, value their time and reduce friction in all areas. Share this page on: Tweet.

Banking 49

Banking Customer Experience 2018 Social Media 49

Second to None

JUNE 7, 2018

The ubiquitous nature of the internet has led to more competition for consumer attention than ever before, making it essential that your brand is crafting an intentional digital identity to use in tandem with your existing in-store reputation. The second interaction on social media that can impact your brand perception is with new consumers.

Social Media 59

Social Media Voice of Customer Brands Consumers 59

Second to None

SEPTEMBER 20, 2018

Mobile devices have become a ubiquitous aspect of American consumer culture. On the March 26th of 2018, Google announced that they were rolling out mobile-first indexing. The best eCommerce brands are completing mobile-first indexing when designing their digital brand experience. Things have changed, however. Let’s dive in.

Customer Experience 54

Customer Experience 2018 Customer Journey Mapping Voice of Customer 54

Thunderhead

OCTOBER 19, 2018

Motivated in part by ‘desktop to drive’ broker sites such as Carwow, Drivethedeal and Carfile, OEMs have been scrambling to own take back ownership of the entire buying journey, offering end-to-end digital experiences. Jamie Watts , Sales Manager at Murray Volkswagen , won Sales Manager of the YEAR at the 2018 Motor Trader Awards.

Omnichannel 40

Omnichannel Automotive 2018 2025 40

Maru Group

DECEMBER 18, 2018

Our unique methodology uses trained assessors to evaluate the end-to-end user experience across a selection of leading retail sites. Looking at everything from first impressions through to delivery and customer care, the results allow us to pinpoint key features of a winning digital customer experience. 2018 Christmas Winners.

Retail 40

Retail Touchpoint 2018 Fashion 40

Hallmark Business Connections

AUGUST 11, 2021

While avalanches of paid ads, promotional emails, and low-quality content saturate online experiences, one mailbox is less crowded – the one at the end of your driveway (or attached to your house or in your lobby). Audiences aren’t trained to think of their online experiences with a brand separately from their offline experiences.

Marketing 74

Marketing Magazine White Paper Social Media 74

Retently

AUGUST 22, 2018

Satmetrix NICE 2018 NPS Benchmark by Industry. Despite the uptick in metrics for customer service, aviation is still a sector, where customers have lots of issues when compared to other products or services that they consume on a regular basis,” said David VanAmburg, director of ACSI (American Customer Satisfaction Index).

Airlines 83

Airlines Customer Satisfaction NPS Net Promoter Score 83

Lumoa

APRIL 3, 2018

How do you make important or day-to-day consumer decisions in your life? At the same time a NPS survey is simple and short enough for consumers to respond regularly. We agree, that analyzing tens of thousands individual feedback comments might be not only tiring, but resourceful and time-consuming.

Net Promoter Score 134

Net Promoter Score NPS Touchpoint Feedback 134

Natalie Petouhof

SEPTEMBER 19, 2016

Two billion are active on social media and 1 in 3 consumers prefer social to phones for service. In fact, by 2018 in US, projected income = $3.4 And millennials take online action all the time! 47% write about good online experiences. Let’s look at some of the stats. Who’s leading the way?

Wireless 76

Wireless Social Media Events Contact Center 76

Oracle

APRIL 3, 2018

Next week at Oracle Modern Customer Experience 2018 in Chicago, the Markie Awards ceremony will take place, where winners in 19 categories of marketing and customer experience excellence will be announced. The brand offers integrated consumer experience in all sales channels: stores, website, and call center.

Fashion 50

Fashion Retail 2005 2011 50

Gainsight

JULY 7, 2021

Meanwhile, Pulse the conference graduated from a ballroom in 2013 to a full takeover of the Intercontinental Hotel in 2014 , San Francisco’s Pier 48 in 2015 , the Oakland Convention Center in 2016 and 2017 , the San Mateo County Events Center in 2018 , and finally to the venue it was truly meant to call home, San Francisco’s Moscone Center, in 2019.

2021 45

2021 Events Social Media 2013 45

C Space

JUNE 15, 2020

In 2018, he announced scholarships for two black students attending Cambridge University , expanding the scheme with two more in 2019. He and black YouTube influencer Courtney Daniella were credited with helping boost the number of black applicants inquiring about its courses, with an almost 50% increase in admissions between 2018 and 2019.

2020 52

2020 Brands Travel Books 52

Qualtrics

OCTOBER 10, 2019

The consumer experience is no longer just a matter of going shopping in a store or pulling out a device to make a purchase online. Oasis – merging online and in-store fashion retail. Widely praised for their “all-rounder” approach to omnichannel experience design, Oasis has reaped rewards in the form of a 6.5%

Travel 34

Travel Retail Multi-Channel Fashion 34