3 ways for businesses to improve telephone customer service

Published on: October 21, 2016
Author: Derek Lewis

In a multichannel world, the telephone is no longer the default choice of consumers. However, it is still vital, particularly for more involved conversations. Yet new research from consumer group Which? shows that telephone customer service is failing to keep pace with customer needs.

Falling through the gaps – email and the insurance industry

Published on: October 19, 2016
Author: Chris Eideh

Earlier this month, we published the 2016 Eptica Insurance Multichannel Customer Experience Study, which evaluated how insurers in the US, across ten sectors are meeting the challenge of new digital channels for customer service. To do this, we researched their ability to answer routine questions on five digital channels....

What customers want this Christmas when it comes to service

Published on: October 14, 2016
Author: Neil Cox

New figures from the National Retail Federation point to sales increasing by 3.6% over the course of 2016 holiday shopping season in the US, hitting $655.8 billion. Ecommerce should grow between 7-10%, totaling as much as $117 billion. In the UK, retailers will be looking to bounce back from a disappointing 2015 festive season where heavy discounting hit margins in many parts of the sector.

Is it really time for your company to embrace chatbots?

Published on: October 12, 2016
Author: Olivier Njamfa

One of the most talked about current trends in customer experience is the rise of chatbots, with many companies investigating using them to interact with customers on messaging apps. Is it really time for your company to embrace them?

7 key issues that are holding back digital transformation in insurance

Published on: October 07, 2016
Author: Chris Eideh

Like many industries, insurance is being disrupted by digital technology. Nearly 80% of consumers want to use digital channels such as the web, email, social media and chat to interact with insurers – yet under a quarter of businesses say they are fully digital, according to Accenture. Traditional insurers face major challenges...

4 ways of raising the profile of customer service in your organization

Published on: September 30, 2016
Author: Anne-Merete Jensen

National Customer Service Week (NCSW) will soon be celebrated on both sides of the Atlantic. Running between October 3-7, it highlights the importance of customer service to every organization, and provides the opportunity to learn from best practice and to celebrate success across the sector.

Why making it memorable is key to customer experience success

Published on: September 28, 2016
Author: Steve Nattress

Consumers are constantly undergoing new experiences, but very few leave a lasting impression, with only those that are truly memorable remaining in our brains. These tend to be experiences that drive strong emotions – either of delight or anger. This is particularly true when it comes to the experience consumers receive from brands, with the majority quickly forgotten.

Digital disruption in insurance – why it is all about service

Published on: September 21, 2016
Author: Chris Eideh

Over the past few years we’ve seen whole industries transformed thanks to digital technology. From publishing to retail to transportation, new entrants have shaken up mature markets, and unseated existing leaders through innovative business models.Recent research from Fujitsu points to insurance being next in line for digital disruption.

Balancing investment between digital and traditional customer service

Published on: September 16, 2016
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. However, new research from Accenture Strategy underlines the importance of offering a full range of channels to meet all consumer needs.