Insurers struggling to connect with customer service

Published on: April 29, 2016
Author: Neil Cox

The internet and digital technology are transforming the UK insurance market. Greater competition and the rise of price comparison sites are impacting revenues and margins, while customer loyalty is a thing of the past. Consumers are demanding more from their insurers, and want a seamless, high quality experience, however they choose to make contact. In order to enable these meaningful...

Comparing the customer experience in the UK and France

Published on: April 27, 2016
Author: Olivier Njamfa

We live in a rapidly globalizing world. Driven by the rise of the internet and improved communications, individuals are increasingly happy to look beyond their own country when it comes to buying goods and services. This increases the focus on delivering an excellent customer experience to consumers, wherever they are located, if companies are going to have meaningful, engaged...

Chatbots and customer service

Published on: April 22, 2016
Author: James Gladwish

People now spend more time online on their smartphones rather than on their PCs or laptops. This is fundamentally reshaping how individuals have conversations with brands – they now have the ability to get in touch at any time, wherever they are, and they expect a fast response. Ten years ago if you experienced poor service in a store you’d have to wait to get home ...

Hanging on for telecoms customer service

Published on: April 18, 2016
Author: Pauline Ashenden

According to UK industry regulator Ofcom, customer experience is improving across the sector. Its latest data found that the total volume of telecoms and pay TV complaints decreased between Q3 and Q4 2015. The only sector where issues grew was pay monthly mobile, where the average rose to 10 complaints per 100,000 customers, from 8 in the previous quarter. While there were spikes in issues...

The move to meaningful conversations in customer experience

Published on: April 13, 2016
Author: Olivier Njamfa

Over the past fifteen years, the importance of customer experience has grown dramatically. It is now increasingly central to the lives of consumers, meaning that companies that satisfy their needs benefit from a competitive edge over their rivals. On the flipside, a poor conversation with a company can ruin the customer’s day and cause them to switch to an alternative supplier...

Technology with the human touch

Published on: April 08, 2016
Author: Robin Tandon

Technology has the power to transform how we communicate with each other, and has made huge advances over the last twenty years. We’ve seen the growth of email, the rise of social media and the emergence of web chat all provide new ways to interact with friends, families and organizations. In turn, this has revolutionized customer service, adding new channels an...

Where are the UK’s Chief Customer Officers?

Published on: April 06, 2016
Author: Pauline Ashenden

The combination of growing competition and more demanding consumers means that customer experience is now recognized by businesses everywhere as crucial for success. Analyst reports back this up – research from Forrester found that companies with superior customer experience demonstrate improved revenue growth, while Gartner analysis predicted that by 2016 89% of...

Websites lead the way for UK customer service

Published on: March 31, 2016
Author: Dharmesh Ghedia

With an increasing amount of our time spent online, company websites are now more often than not the first port of call for consumers looking for information from brands. Being able to find answers to their questions quickly is therefore a vital part of the customer experience. According to the latest Eptica Multichannel Customer Experience Study, the good news is that most companies understand

Bridging the gap between purchase and service

Published on: March 23, 2016
Author: Chris Eideh

For the majority of us, buying something that we really want gives us an emotional buzz. Whether it is a car, TV, clothes or even something as small as a book or new headphones, getting our hands on a new purchase makes us happy. Consequently, companies across all industries try extremely hard to make the buying process as simple, straightforward and engaging as possible. As we know...

UK retail customer service failing to move forward

Published on: March 18, 2016
Author: Pauline Ashenden

Retail is one of the most competitive sectors in the economy. Transformed by the internet, new entrants and ever more demanding consumers, retailers cannot afford to rest on their laurels.Customers are pushing retailers to innovate and deliver new services, improved experiences at lower prices. Loyalty is a thing of the past, with consumers are now able to choose from an enormous range...

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