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    1

    Improving customer engagement and satisfaction through better quality of service

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    2

    Reducing Customer Service costs by increasing efficiency

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    3

    Driving sales by maximizing every sales opportunity

Latest Resources

US Eptica Insurance Multichannel Customer Experience Study

We evaluated 100 leading US insurers, spread across ten sectors, on their ability to provide answers to routine questions via email, the web, chat, Facebook and Twitter...

  • UK 2016 Eptica Multichannel Customer Experience Study

  • Consumers vs Agents: Can the Gap be closed?

  • March 22, 2017

    4 artificial intelligence concepts you need to know if you work in customer experience

    Following last week’s blog introducing artificial intelligence (AI) and explaining the difference between bots and chatbots, in my next two posts I want to explore the types of AI and how they can be applied in customer experience. Firstly, here are four key terms that you need to know

  • March 15, 2017

    Chatbots and bots - what they mean for customer experience

    Talk of artificial intelligence and chatbots is currently everywhere in the customer experience market, with analysts, commentators and vendors all discussing the benefits that this type of technology can provide to brands and their customers. But what do the terms bot, chatbot and artificial intelligence actually mean – and how can they improve your customer experience?

  • October 06, 2016

    U.S. Insurers failing to deliver on digital customer experience

    Despite the growth of digital channels, insurers seem to be stuck in an analog world, unable to respond accurately, quickly or consistently to customer queries asked via the web, email, Twitter, Facebook or chat, according to new Eptica research.

  • June 08, 2016

    Eptica wins prestigious Customer Service awards in Asia Pacific

    Advanced linguistics technology and CEO recognized as leading the way in customer experience at the 5th International Customer Relationship Excellence Leadership Summit in Hong Kong. Organized by the Asia Pacific Customer Service Consortium (APCSC) ...