7 to Reveal the Real Omnichannel Customer Journeys based on the UK Results of its Customer Engagement Index 2015 Wednesday 23 September 2015 PDF Print How do customers engage with companies? Which channels and devices do they use? Why is the customer experience so important? Market Leader will be at Customer Contact Expo, London Olympia on 30th September London – 23 September 2015 – 7 the customer engagement company, will be revealing the real omnichannel journeys that UK customers make when interacting with companies. This insight will be presented by Nicholas Mitchell, MD EMEA at 7, based on the UK results of 7’s ‘Customer Engagement Index 2015’ Survey being presented at the Customer Contact Expo (CCE) on 30 September at London Olympia. How do customers engage with companies? Which channels and devices do they use? Why is the customer experience so important? The results will reveal that: - Almost nine out of ten respondents own both a smartphone and a tablet - Nine out of ten consumers will use three channels to resolve an issue during a customer service journey - One out of three consumers that ended their business relationship with a company due to poor customer service cited ‘frustration with the IVR’ as the tipping point for their decision Nicholas Mitchell comments: ‘Companies that embrace a culture of customer loyalty and advocacy are constantly trying to reinvent themselves by designing optimal journeys that significantly lower customer effort. This survey builds a fascinating picture of the way we as consumers in the UK live, shop and engage with businesses today.’ The Customer Engagement Index 2015 is based on a survey of more than 3,500 consumers from the US, UK and Australia. For the CCE presentation, survey results from 1,200 UK consumers, of all age groups, were examined. These respondents took part in a web-based survey hosted by a third party company, ResearchNow. About The CCE Presentation Nicholas Mitchell will be discussing the findings of the 2015 Customer Engagement Index in his presentation ‘The Real Omnichannel Journeys - 2015 Customer Engagement Index Results’ at the Customer Contact Conference, 14:00pm – 14:45pm on 30th September in Conference 1. Notes To Editors About Nicholas Mitchell Nick Mitchell is the Managing Director, EMEA, at intuitive customer experience company 7. Nick has a background of delivering IT supported, business transformation programs, along with providing differentiated customer service solutions. With 7 he works with some of Europe’s most prominent brands to deliver a more intuitive and omnichannel customer experience. For more information, please visit: www.247-inc.com and follow @24_7_inc About 7 7 makes customer service and sales simple. Our platform and applications use big data and predictive analytics to understand customers and drive better service and sales results for large enterprises. We do this over 2.5 billion times a year for the world’s leading companies. 7’s platform enables an omnichannel interaction experience. We connect customer interactions across an enterprise’s web, mobile, chat, social, and phone channels. It’s all in real-time and in the cloud. Our solutions drive immediate business results. We increase revenues, reduce service and sales costs, and create more satisfied customers. 7 serves the Global 100 market leaders in the Financial Services, Retail, Telecommunications, Technology, and Travel Industries. 7 is noted by Forbes as one of America’s Most Promising Companies. 7 is a trademark of 24/7 Customer, Inc. 7 is based in Campbell, California. For more information, please visit: www.247-inc.com Follow 7 on Twitter: @24_7_inc 7 is a trademark of 24/7 Customer, Inc. All other brands, products or service names are or may be trademarks or service marks of their respective owners. About the Customer Contact Expo 30 Sept – 1 Oct 2015 Now in its 16th year, the Customer Contact Expo (CCE) is free to attend and takes place at London Olympia on 30 September – 1 October. The CCE is the hub for all customer contact solutions, workshops and connections. With a fantastic range of features, this year’s Customer Contact Expo will help you to source new products and services, learn about innovative best practice and unrivalled networking opportunities. It is a must-attend event for any individual or organisation within the contact centre and customer management industry that is looking to work smarter and operate more efficiently. CCE is free to attend – register today and have access to the heart of customer contact excellence. For more information, please visit: http://live.callcentre.co.uk/Conference, https://www.facebook.com/callcentre.co.uk or follow @callcentrefocus Media Contact: Sara Paine Napier Partnership T: +44 (0) 1268 490 847 E: email@example.com www.napierb2b.com/ @NapierPR This press release was distributed by ResponseSource Press Release Wire on behalf of Napier in the following categories: Business & Finance, Retail & Fashion, Computing & Telecoms, for more information visit http://pressreleasewire.responsesource.com/about.