Artificial Intelligence (AI), machine learning and analytics are becoming much more of a practical part of customer service. By 2018, 50% of agent interactions will be influenced by real-time analytics and the use of virtual customer assistants (VCAs) will jump by 1,000% by 2020. Intelligent tools can deliver a better self-service solution, help service teams provide faster support and enhance the overall customer experience across different channels.

Today, clients interact with a bank via mobile channel 20 to 30 times per month, while interactions via branch occur only 1 or 2 times per year. No wonder that forward-thinking banks strive to offer dynamic customer experiences and provide banking services across various channels.
Process guidance and extended business process management are frequently considered as a couple of the key aspects that will shape the future of customer service. Smart customer service organizations are formalizing agent actions by implementing a process-driven approach to streamline service delivery, minimize agent-training times, and provide a seamless omnichannel customer experience. They increasingly leverage vendor-defined best-practice process flows and industry-specific solutions as starting points and extend these process flows in ways to uniquely differentiate their offerings.
As technology moves from the back-office to the front-line, the scope of tasks for customer support is expanding bringing numerous challenges to customer service pros. That is why forward-thinking companies adopt a knowledge-centered approach to add value to their customer service offerings by leveraging the shared knowledge at their organization. Download this practical eBook and explore why KCS can be a better fit for agile businesses than traditional methods of knowledge management.
The customer-centric approach has taken the lead in the modern world as 57% of companies can correlate an improved customer experience to revenue growth. At the same time, studies reveal that 86% of consumers stop doing business with a company after repeated bad experiences. Over one-third consider switching immediately after the first poor service experience. Though many techniques to enhancing customer service have been developed, the latest research shows that it all starts with how you treat your company's internal customers such as your employees.
Do you know that 83% of customers are interested in banks that offer additional channels for banking, but only 44% of respondents say they are satisfied with the consistency of experience their bank provides across channels? Download this practical eBook and learn how to create seamless omnichannel banking experience using best practice industry intelligence.
Did you know that digital interactions account for over 35% of all interactions, and that 64% of customers expect to receive real-time assistance regardless of the customer service channel they use? We would like to offer you an insightful practical eBook designed to help you build outstanding customer service by using prominent statistics and best-in-class benchmarks. Explore how to deliver a smooth customer experience with the numbers-based approach!

Recent studies demonstrate that aligned organizations achieve an average of 32% annual revenue growth while less aligned companies report an average of 7% decline in revenue. Savvy businesses, in response to the changing model of customer behavior, are eliminating the boundaries between customer facing departments for a smooth customer experience. However, in some cases an intersection of marketing, sales, and service units faces a number of barriers that have to be considered when going through the alignment process.

Bpm’online has been included in the Gartner CRM Customer Engagement Center Magic Quadrant, 2015. Gartner analysts evaluate providers on the quality and efficacy of the processes, systems, methods or procedures that enable IT provider performance to be competitive, efficient and effective, and to positively impact revenue, retention and reputation.
By linking marketing, sales and service your company can find new ways to use its current resources to boost lead generation efforts, move pipeline and enhance service management while excelling overall customer experience. Take a look at how blending your processes into a single driving machine ensures consistent improvements of your business metrics.

On Friday, April 10 in Boston, bpm’online will host an event aimed at getting together partners, clients and industry experts to meet and collaborate with the bpm’online community, share great insights, ideas, and best practices.

This one-day content packed event will be focused around bpm’online process-driven CRM focused on managing the entire customer journey – marketing, sales and service processes – on a single platform; and bpm’online’s unique partner program focused on building a sustainable high-profit business based on recurring revenue and a shared client relationship.

While CRM is a great tool for sales management your customer service team could find the system the same beneficial. Recent research has shown that 97% of companies experienced benefits from customer service automation. Read the blog post for some ideas for utilizing your CRM software to build better customer experience.

Customer Experience Strategies

Thought leadership

A short video interview in which Laurence Buchanan, Director of EY Advisory Customer Centre of Excellence EMEA, talks about how today’s technologies influence Customer Experience (CX).

Taking a holistic approach to ITIL processes

Thought leadership

Automation of business processes can make it easier and less cumbersome to put ITIL at the heart of your strategy. Find out how to make meaningful impact on improving IT services.

CRM Evolution 2013 is an exclusive event that gathers key thought leaders of the industry, best analysts, consultants and vendors, defines main CRM trends. Customer centricity became a leitmotif of CRM Evolution 2013. We are excited to share some of the main trends and takeaways from the event.

Customer experience is on the lime light. Nowadays companies really want to speak the same language with their clients realizing all benefits of that. So what does “speaking your customer’s language” actually mean?

Whether a help-desk is serving staff or external customers, managing multiple support queries can be challenging when your resources are limited. But how to overcome this challenge and minimize the workload of your IT staff, reduce incidents time and improve customer satisfaction? Here is where business process automation can help.