Why sharing customer intelligence is vital to CX success

Published on: May 22, 2019
Author: Taoufik Massoussi - Product Manager & Head of AI

In today’s ultra-competitive markets, delivering the experience that customers demand requires everyone in the organization to work together. However, this can be difficult for many brands as departmental silos hamper collaboration, meaning that information is not shared and issues remain unresolved. Here’s how to overcome these challenges….

Which sectors do consumers trust most for CX?

Published on: May 15, 2019
Author: Pauline Ashenden - Marketing Manager

Our survey of consumers in the UK revealed that the level of trust people have in different types of organization varies considerably by sector. As you know, if consumers don’t trust in your brand then you risk undermining customer loyalty and damaging sales revenue. So, which sectors do consumers trust most?

Three books to help you master the power of AI

Published on: May 08, 2019
Author: Pascal Gauvrit - CTO

Artificial intelligence is one of the most-talked about topics in the world today - to help executives cut through the noise Eptica’s Managing Director and CTO, Pascal Gauvrit picks three books to read if you want to improve your understanding of the subject.

5 ways to make your self-service seamless

Published on: May 01, 2019
Author: Pierre-Antoine Giraux - Chief Marketing and Communications Director

Recent research from Gartner highlights the challenges of digital customer experience in 2019 – essentially brands need to deliver differentiated service, efficiently. Providing instant, seamless and easy service is at the heart of achieving these objectives – here are 5 ways self-service helps you deliver this.

5 top priorities for today’s contact centers

Published on: April 25, 2019
Author: Pauline Ashenden - Marketing Manager

The last 25 years have seen the rise of contact centers, both within organizations and in the public mind. What is the state of the industry today at a time of rising customer expectations and the growth of artificial intelligence? Based on the latest Contact Babel research, here are 5 key priorities for CX and customer service today...

Why collaboration is key to customer service success

Published on: April 17, 2019
Author: Steve Nattress - International Solutions Director

In today’s competitive world, keeping customers happy is part of everyone’s job in the organization. But in traditional businesses breaking down silos and encouraging collaboration can be difficult. Here are 4 ways to achieve this.

Analyzing CX sentiment in 2019

Published on: April 12, 2019
Author: Pauline Ashenden - Marketing Manager

It’s been a busy few weeks in customer experience, with the Institute of Customer Service’s Annual Conference and the Call and Contact Centre Expo both happening in the UK. What do the events teach us about the state of UK CX?

Creating Actionable Insights from Irrational Humans

Published on: April 03, 2019
Author: Guest author: Colin Shaw

Customers do not buy things rationally – they buy things emotionally and then justify the purchase with logic. However, that doesn’t mean that you can’t gain actionable insights about people’s irrational behavior as CX expert Colin Shaw explains in this post.

How does CX impact brand trust?

Published on: March 21, 2019
Author: Olivier Njamfa - CEO & Co-Founder

Trust is central to any brand’s relationship with its customers. 9 out of 10 consumers will change supplier if they lose trust in a company. Yet brands are failing to build trust through basic customer service mistakes, according to the newly published 2019 Eptica Digital Trust study.

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