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.

Google, the GDPR, customer experience and trust

Published on: March 13, 2019
Author: Pascal Gauvrit - CTO

The General Data Protection Regulation (GDPR) has had an enormous impact on every organization operating in the European Union. Yet, many organizations don’t seem to be fully compliant, with Google recently fined. What should brands be looking for from their suppliers when it comes to building trust around GDPR?

The importance of AI to balancing customer service resources

Published on: March 06, 2019
Author: Pascal Gauvrit - CTO

Across the globe and in every sector, customer expectations are rising. This translates into greater volumes of incoming queries for brands, as consumers demand more meaningful conversations if they are to remain loyal. How can brands ensure they are delivering the experience customers want with finite resources?

5 books to help you build trust across the customer journey

Published on: February 27, 2019
Author: Pauline Ashenden - Marketing Manager

Want to learn about improving your CX and Voice of the Customer programs? Our latest blog highlights 5 must read books to build trust and successfully map the customer journey...

Earn Your Customers’ Trust, And Loyalty Will Follow

Published on: February 20, 2019
Author: Guest author: Shep Hyken

How do you ensure your customers trust you? In this guest post, CX expert Shep Hyken outlines 4 ways of building trust and creating long-term customer loyalty.

Improving the experience with actionable customer intelligence

Published on: February 13, 2019
Author: Taoufik Massoussi - Product Manager & Head of AI

One of the biggest challenges for Voice of the Customer (VoC) programs is ensuring that they deliver tangible ROI for a business. How can they go beyond simply collecting feedback to drive real action? We explore how two major businesses are achieving VoC ROI.

Why focusing on CX is key at times of change

Published on: February 06, 2019
Author: Pauline Ashenden - Marketing Manager

Most industries today are radically different compared to 20 or even 10 years ago. This disruption means that established businesses have been forced to focus on how they can change and restructure themselves in order to compete and survive. How can you overcome the risks posed by change and restructuring? Here are 3 key considerations – all focused on CX...

The 4 barriers to meaningful consumer conversations

Published on: January 30, 2019
Author: Anne-Claire Bellec - Marketing Director

The reasons that consumers remain loyal to brands goes beyond factors such as product range and price. Essentially, consumers want to have meaningful conversations with brands, in the same way that they would have with their family and friends. How can companies achieve this and drive loyalty?

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