Experience Matters

APRIL 7, 2015

For close to 20 years, we have focused on delivering innovative, reliable technology (with 100 percent uptime in 2014), building outstanding client relationships, and creating a community to share knowledge with industry thought leaders. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards.

2015 97

2015 Multi-Channel 2014 CEM 97

Eptica

JUNE 3, 2016

Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. This shift to a mobile first world has a big impact on the customer experience and customer service.

Customer Service 56

Customer Service Social Media 2014 Contact Center 56

Avaya

APRIL 3, 2017

The average consumer today uses a combination of the above channels to engage with his or her favorite brands. In fact, in 2014, over 40 % of customers were already using up to seven different service channels including live chat, email, social media, SMS and traditional phone. Integrated Data Views and Custom Agent Desktops.

Contact Center 57

Contact Center Customer Journey Mapping Customer Journey 2014 57

CSM Magazine

MARCH 13, 2020

Facilitating customer self-service using automated contact channels, such as IVR and chatbots is a recognised method of reducing strain on contact centers during spikes in demand. Perfectly-timed customer engagement – The window between customers thinking about switching and actually doing so has become shorter.

Contact Center 64

Contact Center 2006 2009 Insurance 64

Eptica

JUNE 1, 2016

These points are backed up by the latest Eptica Multichannel Customer Experience Study , which highlights that the adoption of chat by UK brands is on an upward curve. For example in the 2014, 13% of companies claimed to offer it, and in 2015 this doubled to 26%. In the 2016 study it again grew exponentially, to 44% of brands surveyed.

Customer Service 49

Customer Service 2016 2014 Contact Center 49

Eptica

JANUARY 8, 2016

33% of shoppers bought using their smartphones over the Thanksgiving/Black Friday period , with sales up 70% from 2014. 86% of consumers say they discover new brands or products using their mobile device , while Deloitte estimates that mobile influenced over 1 trillion dollars in sales in 2014. Share this page on: Tweet.

2015 49

2015 E Commerce Customer Experience 2014 49

Eptica

JANUARY 6, 2016

What are the 4 key attributes of successful customer engagement? Showing the consistent appeal of evergreen content, this post from 2014 continues to attract many readers. To find out more click here. What are the factors affecting channel choice? Share this page on: Tweet.

2015 50

2015 Customer Experience 2016 Social Media 50

Eptica

DECEMBER 11, 2015

Whether it is around delivery times, costs or returns policies, if websites don’t provide the right answers to customer queries consumers may well go elsewhere. In 2014 7% said they found it impossible or extremely difficult to find information on retailers’ websites – yet in 2015 this had trebled to 21%.

E Commerce 49

E Commerce Customer Service 2015 Social Media 49

Calabrio

FEBRUARY 24, 2016

Customer Experience. “In In 2014, it emerged as a top priority for marketers. Now, in 2016, it’s so important, it pulls other priorities into its orbit,” explained Travis, drawing parallel between customer experience and the sun. During a 12-month period between 2014 and 2015, Calabrio recorded more than one billion calls.

Customer Experience 40

Customer Experience 2014 Contact Center 2015 40

Eptica

MARCH 4, 2016

To do this we’ve posed as prospective customers, testing how easy it is to find information and answers to the routine questions that consumers might ask every day on the web and via email, chat and social media. Since we began, the importance of the customer experience, to both consumers and businesses, has increased dramatically.

Brands 50

Brands Social Media 2016 2015 50

Eptica

JUNE 15, 2016

No wonder that Forrester’s research found that more people now use web self-service than the telephone to contact companies , with usage increasing from 67 percent of respondents in 2012 to 76 percent in 2014. On average the number of calls to the contact center fall by over 30%, and emails by more than 50%.

Multi-Channel 51

Multi-Channel Contact Center 2016 2012 51

Eptica

JANUARY 27, 2016

Back in 2014, Comcast found this when a customer looking to cancel published an audio recording of one of its agents refusing to let him do so. But more importantly social media is a very public place, where it is easy to broadcast issues to the entire world , meaning that a single case of poor service can go viral very quickly.

E Commerce 50

E Commerce Customer Service Social Media 2016 50

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Avaya

APRIL 6, 2016

Customer engagement is a competitive battleground. After all, customer expectations are always high, and technology always evolving. To stay ahead of the competition, we have to be vigilant about meeting or exceeding the needs of our customers. The Internet makes finding and switching to a competitor easier than ever.

Contact Center 40

Contact Center 2014 2015 2016 40

Natalie Petouhof

APRIL 12, 2016

Powered by Salesforce Lightning, this is a proven platform for more than 150,000 companies and millions of users, in which Salesforce for Messenger will deliver personalized engagement at scale with CRM data. Often Marketing “owns” the Facebook page and had not worked out what to do with Customer Service issues.

2014 49

2014 Connections Leadership Customer Journey 49

Avaya

SEPTEMBER 2, 2016

With the great and the good of the regional ICT industry in attendance, there’s not a lot of point in showing up with your latest bright, shiny product if you haven’t already engaged with customers year round to make sure it meets a real need. We listened and built the solution for that.

Innovation 40

Innovation Feedback 2014 2015 40

Avaya

MAY 18, 2017

5% of reported hacks in 2014 were in healthcare. Consider these startling facts: 100 million people were directly impacted by data breaches in 2015. 90% of healthcare organizations have had at least one data breach in the past two years. Healthcare records are ten times more valuable than financial records on the black market.

Healthcare 52

Healthcare Technology Hospitality Government 52

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Flavio is the VP of Operations and Customer Support at DigiCert, Inc.,

Customer Service 59

Customer Service Customer Experience Magazine Books 59

ProProfs Chat

JUNE 14, 2019

Latest Customer Experience Trends. A customer experience promoter has a lifetime value to a company that’s 600 to 1,400% that of a detractor. 46% of decision-makers in global contact centers expect their business to grow 5-10% in the next year, while 14% project a massive growth of more than 10%. Forrester. Microsoft.

2019 90

2019 Customer Service Social Media Poor Customer Service 90

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Flavio is the VP of Operations and Customer Support at DigiCert, Inc.,

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Avaya

JANUARY 9, 2017

In 2015, calls from all over the globe during a single 23-hour period set a new record of 141,000 calls, topping the 2014 record of 134,970. It’s all made possible by Avaya Customer Engagement technology , the leading contact center solution in the market (shameless company plug!). The call volume was intense.

2009 45

2009 Travel 2014 2015 45

Avaya

SEPTEMBER 1, 2016

According to an ongoing independent survey commissioned by Avaya and conducted by Walker, a customer intelligence consulting firm: In FY16, 85% of Avaya customers agree that Avaya has an overall excellent reputation from company to portfolio. This percentage has increased since 2014. More than 1,000 companies with 1.3

Communication 44

Communication Contact Center Net Promoter Score Culture 44

Comm100

FEBRUARY 6, 2018

Out of all the customer engagement software tools that are out there, which one is right for your company? Different companies have different needs, and a very diverse number of customer engagement tools are waiting to fill those needs. Popular Customer Engagement Software Tools and Who They’re Good For?

Customer Engagement 48

Customer Engagement Engagement Social Media Omnichannel 48

Tricia Morris

AUGUST 21, 2015

The Right People Want and Need the Right Tools: In a recent Aberdeen survey, customer service agents said that having better technology tools was more important to them than getting paid more. Hire a happiness hero, customer champion or happiness engineer. (2) greater customer lifetime value. Ray” Wang. Discard the latter. (3)

Customer Focused 111

Customer Focused 2015 Customer Relationship Management Events 111

Comm100

FEBRUARY 16, 2018

Customer advocates and thought leaders agree: providing a friction-less experience for customers is moving from novelty to mandatory. That is why reducing customer effort was voted the number one priority for contact centers in 2018. Recommended for you: Is Your Contact Center Ready for the New Year?

2018 43

2018 2017 Customer Service Social Media 43