Comm100

SEPTEMBER 13, 2021

Digital transformation is by no means a recent trend. With the benefits made clear for all to see, and customer expectations risen, customer service operations can no longer afford to ignore digital transformation. What is Digital Transformation? Meeting customers’ digital expectations.

Customer Service 86

Customer Service Omnichannel Social Media 2020 86

SurveySensum

DECEMBER 19, 2023

Studies have found a staggering 71% of consumers agree that digital signage captures their attention far more than online advertisements. Brands diving into this modern approach are reaping rewards, with 64% noting a surge in customer engagement linked directly to their digitally promoted signage. What is a Digital Signage Survey?

Customer Engagement 52

Customer Engagement Engagement Feedback Interaction 52

Eptica

JULY 8, 2022

Creating a framework for digital transformation. Tags: knowledge management, Knowledge base Categories: Best Practice. Read the full article on our parent company Enghouse Interactive’s site here. Share this page on: Tweet. 6 ways of delivering excellent B2B customer service.

Management 71

Management 2022 B2B Blog 71

Eptica

JULY 1, 2022

Creating a framework for digital transformation. Tags: B2B Custsomer Service Categories: Market Trends, Best Practice. Visit our parent company Enghouse Interactive’s website to read the blog in full. Share this page on: Tweet. Automating and digitising CX in financial services.

B2B 71

B2B Customer Service B2C 2022 71

Pink Guava

JUNE 29, 2021

The emails, smartphones, social media, CRM systems pretty much led consumers to have access to multiple channel and landed to where we are today, highly digital, personalized and omni-channel experience. Consider technology and digital transformation as means to attain stellar customer experience and not a goal.

E Commerce 88

E Commerce E-support Return on Investment Social Media 88

Lithium

MAY 4, 2021

The event for digital leaders is back! This September, you'll hear from leading global brands about creating winning digital-first strategies to deliver amazing customer experiences. Does your brand use Khoros technology to deliver world-class digital customer experiences? Hello, to all of our Atlas members! Apple iOS 14.5

2021 52

2021 Webinar Events Social Media 52

Eptica

MAY 6, 2020

Author: Pauline Ashenden - Demand Generation Manager The coronavirus pandemic is actually accelerating digital transformation in many verticals, and banking is a prime example. Just prior to the crisis, the 2020 Eptica Digital Customer Experience Study surveyed 50 brands in five vertical sectors – including ten leading UK banks.

Banking 79

Banking Customer Service Social Media 2020 79

Eptica

JANUARY 24, 2020

. #1 Being asked for feedback ALL THE TIME While nothing beats the awkwardness of promising a cashier that you will absolutely take their survey and leave a glowing review as soon as you get home, digital customer experience can also lead to making consumers feel like part-time unpaid survey machines. as well as feedback surveys.

2019 106

2019 2020 Customer Satisfaction Social Media 106

Talkdesk

MARCH 24, 2021

Insurers need to redesign business models to build their own digital transformation success story. Digital transformation has been top of mind in the insurance industry for quite some time now, but recent events have forced insurers to develop new ways of delivering value. The opportunity to reinvent policyholder service.

Insurance 53

Insurance Contact Center Multi-Channel Automotive 53

SurveySensum

SEPTEMBER 14, 2020

Digital customer experience is the new battleground. . The companies that are winning the digitalization race are acquiring more customers and making more money! Due to the COVID outbreak, digital transformation that was forecasted to happen in the next 5 years took place in just one, says Freshworks. .

Customer Experience 59

Customer Experience Social Media Multi-Channel 2025 59

Eptica

DECEMBER 12, 2018

Date: Wednesday, December 12, 2018 Author: Pauline Ashenden - Marketing Manager How CX is central to Digital Transformation. In fact, a global study by Vodafone recently found that 69% of firms believe they will fail if they don't move to a digital model. Published on: December 12, 2018. Half of the 400 U.S.-based

2018 65

2018 2022 Culture 2019 65

Eptica

NOVEMBER 23, 2016

Date: Wednesday, November 23, 2016 Why you need to take a customer-centric view of digital transformation. However, too often these digital projects can fail to improve the customer experience – and in some cases actually make it more difficult for consumers to do business with an organization. Why is this?

Customer Centricity 73

Customer Centricity 2016 Touchpoint Customer Experience Management 73

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. More recent evolutions within AI make it feasible for AI to directly interact with customers through all digital platforms – not just chat, as seen so far.

Customer Experience 114

Customer Experience Customer Journey Insights Technology 114

Kustomer

NOVEMBER 4, 2020

It’s no secret that AI is transforming the way businesses interact with their customers. Automating manual tasks like tagging. Many are still adapting to new strategies of providing digital customer service , as well as enhancing their CX to cater to customer expectations in a virtual space. At least, we hope it won’t.

2021 140

2021 Customer Experience E-support Omnichannel 140

SurveySensum

NOVEMBER 10, 2023

Pros Different types of survey questions Affordable Multi-channel survey distribution Easy-to-use and implement Enables automated feedback tagging by category and sentiment Easy transfer of existing survey data from previous customer feedback tool Customizable reports and dashboards Cons Limited integrations but their support is flexible.

User Experience 52

User Experience Feedback Multi-Channel Social Media 52

Eptica

JANUARY 29, 2020

The role has never been static but is now seeing a rapid transformation. This doesn’t just affect phone calls - it applies equally to digital channels such as email and chat, where agents don’t have the benefit of being able to listen to the tone of the conversation.

Customer Service 79

Customer Service Omnichannel NPS 2020 79

Natalie Petouhof

NOVEMBER 2, 2016

Tweet Constellation Research is launching a new program, and I’m happy to share that Oracle has been listed on the Constellation ShortList ™ for Social / Digital Media Listening / Monitoring/ Engagement Platforms. The program offers buyers of technology a list of offerings to consider in their pursuit of digital transformation.

Engagement 84

Engagement Advertising Document Reference 84

Eptica

MAY 16, 2018

Date: Wednesday, May 16, 2018 Author: Anne-Claire Bellec How artificial intelligence can transform your customer experience. It gives the ability to understand the context, meaning, tone and emotion of digital conversations, empowering agents and enabling brands to deliver personalized service at scale. Published on: May 16, 2018.

Customer Experience 69

Customer Experience 2018 Social Media Consumers 69

Eptica

DECEMBER 22, 2022

Date: Thursday, Décembre 22, 2022 Author: Laurianne Merour - Digital Marketing Manager Identifier les bonnes performances des agents grâce à la technologie. Auteur: Laurianne Merour - Digital Marketing Manager L'IA automatise les tâches complexes et permet de reconnaître les agents qui ont fourni un excellent service.

2022 104

2022 Interaction Article Information 104

Eptica

APRIL 3, 2019

Let’s take a look at actionable insights about people’s irrational behavior as customers and the importance of the human touch in a digital transformation. Automation is Great But Keep an Eye on the Human Touch Digital transformation and automation are excellent additions to Customer Experiences.

Insights 74

Insights Hospitality 2019 Books 74

Eptica

DECEMBER 11, 2019

The world is becoming increasingly digital One in four interactions is now digital, which brings a variety of benefits for consumers and for businesses. Firstly, digital communication is of course generally cheaper. Although, even the cost of digital interactions is on the rise: email has gone up from £3.37

2019 75

2019 Customer Service Social Media NPS 75

Eptica

MAY 23, 2018

Established over 90 years ago, Charities Aid Foundation (CAF) helps transform lives and communities by working with charities of all sizes, assisting their fundraising and making it easy for individuals and corporate organisations to donate. 4 ways to transform your CX maturity levels. What are CAF's objectives?

2018 55

2018 Banking Customer Centricity Measurement 55

Eptica

JULY 5, 2017

Date: Wednesday, July 5, 2017 Driving digital transformation within insurance. Author: Pauline Ashenden As in many industries, the insurance sector is experiencing radical changes due to digital transformation. You might also be interested in these posts: Transforming customer experience to survive.

Insurance 50

Insurance Social Media 2017 ROI 50

Eptica

OCTOBER 31, 2018

They need to deliver more with less, but at the same time meet the needs of a more digitally-savvy audience. For example, half of UK citizens see digital services as ‘very important’ to their daily lives , while a quarter use them wherever possible. How CX is central to Digital Transformation.

Customer Experience 66

Customer Experience E Commerce Social Media E-support 66

SurveySensum

MARCH 3, 2022

An intuitive dashboard compiles all your information in one place hassle-free to provide one-click analytical reports, feedback, reviews, tags, and more in one place. . A user-friendly dashboard provides sentiment analysis reports, negative and positive tagging, and real-time insights. . Custom dashboard. Closing the loop. Lexalytics

Multi-Channel 52

Multi-Channel Feedback Touchpoint Customers 52

TechSee

DECEMBER 3, 2019

Leading providers are now tapping the potential of images to fundamentally transform their knowledge bases. Moving from text search to automated visual search is as significant as the switch from paper to digital. A company-wide crowdsourcing effort to tag images of interactions enables the system to get smarter faster.

Contact Center 136

Contact Center Customer Service Representative Presentation Article 136

Kustomer

JANUARY 27, 2022

The global pandemic has led to digital-first communications now being the default between customers and businesses. With human interactions, one can utilize body language, notice visual queues and react in ways simply not possible in the digital realm. And the uncharted waters of the global pandemic have emphasized this fact even more.

Customer Service 105

Customer Service Social Media Customer Service Representative Customers 105

Customer Bliss

MAY 31, 2016

Curtis is a visionary leader and digital innovator who has built industry-leading customer experiences at Alaska Airlines, Microsoft and Amazon.com. ” If you’re viewed in that way, your work will not be transformative. It will likely be transactional. Be data-driven. Prove your points and connect them to ROI.

Airlines 158

Airlines Customer Experience Insurance Innovation 158

Eptica

FEBRUARY 6, 2019

Other companies have merged or transformed what they do. For example, automotive and oil companies need to transform to deal with the rise of electric and autonomous vehicles, while banks face competition from nimble fintech upstarts. Why else do more than eight out of ten digital transformation programs fail?

2008 73

2008 White Paper 2019 Automotive 73

Eptica

APRIL 5, 2017

Date: Wednesday, April 5, 2017 Why customer experience is central to digital transformation in insurance. Customer expectations are rising, regulation is increasing and digital transformation is fundamentally changing how insurers operate , while lowering the barriers to entry for new competitors.

Insurance 49

Insurance Customer Experience 2017 Consumers 49

Eptica

JANUARY 9, 2019

How AI can help transform VoC programs New Artificial Intelligence techniques are central to ensuring Voice of the Customer strategies provide business value. In this post , Taoufik Massoussi, Eptica Product Manager & Head of AI sets out five ways AI can transform your VoC performance. How CX is central to Digital Transformation.

2018 89

2018 Blog Average Handle Time 2019 89

TechSee

JUNE 1, 2021

The gig economy is exploding, spawned by well-known apps such as Fiverr , TaskRabbit , Thumbtack , and Upwork that serve as digital marketplaces where an independent worker can be hired for a short-term project or task on-demand, also known as a gig. What is Gig Customer Service? What is Visual Assistance?

Customer Service 109

Customer Service 2027 2022 Consulting 109

SaleMove

JUNE 11, 2020

As for coaching, the supervisor can be equipped to make some adjustments to the bot performance, including: Creating, tagging and classifying bot responses to improve results. You’ll want these supervisors to pull the plug quickly on bots that aren’t properly understanding customer needs or are providing strange responses to inquiries.

Virtual Agent 52

Virtual Agent Contact Center 2001 Insurance 52

CSM Magazine

NOVEMBER 28, 2022

Implementing such innovative technologies expands the capabilities of the company and contributes to its digital transformation. Indoor positioning technologies are based on miniature beacons (also known as tags) that are installed indoors. How do indoor positioning and navigation systems work?

Customer Experience 52

Customer Experience Transportation Entertainment Hospitality 52

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Author: Derek Lewis Many organizations are embracing digital transformation , making investments to enhance the customer experience they deliver on these digital channels, such as email, chat, the web and social media.

Customer Service 75

Customer Service Social Media 2016 Consumers 75

CSM Magazine

JUNE 25, 2021

That’s a pretty hefty price tag when you have hundreds of thousands, especially taking its toll on your bottom line during peak shopping periods. Likewise, automation can be used to embed tracking updates directly into your digital channels, to get proactive with communication and stay one step ahead of the customer.

Retail 76

Retail Average Handle Time Competitive Advantage Omnichannel 76

Peter Lavers

JULY 24, 2020

Digital transformation – oh, no not those words again! If this has been just another silo tagged on to the periphery of your business, you’re at real risk. Who’d have thought that Tesla – unencumbered with traditional dealer channels – would be the UK’s top selling car brand in a given month?

B2B 52

B2B Leadership Reference Financial 52