How CX is central to Digital Transformation

Published on: December 12, 2018
Author: Pauline Ashenden - Marketing Manager

All businesses are focusing on digital transformation as they endeavor to become more agile and fast-moving. With more and more people engaging with brands through digital channels, improving the customer experience (CX) is a key part of digital transformation - but how can you ensure your strategy delivers?

The importance of trust to customer experience in 2019

Published on: December 05, 2018
Author: Olivier Njamfa - CEO & Co-Founder

The balance of power between brands and consumers is shifting, with customers now wielding greater influence and control. This allows them to be more demanding and less loyal than ever before. But what makes these customers tick and how will their characteristics evolve? Here are five important traits that are likely to define the customer next year and beyond.

Can your customers trust you? GDPR and CX - six months on

Published on: November 28, 2018
Author: Pascal Gauvrit - CTO

It is now six months since the May 25 deadline for General Data Protection Regulation (GDPR) compliance. How are brands now ensuring they are protecting, storing and using personal data?

Why listening to your customers is vital to success this Christmas

Published on: November 21, 2018
Author: Anne-Claire Bellec - Marketing Director

Retailers don’t need reminding that the peak Christmas season is now upon us, with Black Friday and Cyber Monday already in full swing. Given the importance of Peak to retail success and ever-increasing competition, it is no exaggeration to say that this Christmas will be make or break for many companies. How can they ensure that they thrive?

The importance of customer success to CX transformation

Published on: November 14, 2018
Author: Pauline Ashenden - Marketing Manager

Understanding what customers want is central to business success - we find out how Eptica is applying the same logic across its operations by interviewing Lenka Stoklaskova, Customer Success Manager....

3 ways to deliver real value from Voice of the Customer insight

Published on: November 07, 2018
Author: Olivier Njamfa - CEO & Co-Founder

Given the importance of understanding what consumers want, most brands focus heavily on listening to the Voice of the Customer (VoC). Research carried out for Eptica found that 78% of companies measure customer satisfaction, but that they struggle to get real value out of their programs. Here are 3 ways to deliver real value from Voice of the Customer insight....

Delivering public sector customer experience at a time of change

Published on: October 31, 2018
Author: Pauline Ashenden - Marketing Manager

Driven by budget pressures and rising expectations from citizens public sector organizations are currently undergoing a major change. They need to deliver more with less, but at the same time meet the needs of a more digitally-savvy audience. Achieving this relies on applying four key principles....

Creating the customer service agents of the future

Published on: October 24, 2018
Author: Anne-Claire Bellec - Marketing Director

Customer service is changing dramatically, with the rise of artificial intelligence (AI) and automation leading more and more consumers to interact with brands through technologies such as self service. How will this impact the role of the customer service agent in the future?

5 ways of delivering CX reporting best practice

Published on: October 16, 2018
Author: Anne Beghin - Project Manager

Given the importance of customer experience to the bottom line, it is vital that brands understand how they are performing on a day to day basis. Not only does this enable them to measure their efficiency, but more importantly it provides insight that can be used to constantly improve how they operate, enabling them to meet continually rising customer expectations.

Why automation is at the heart of improving multichannel customer service

Published on: October 10, 2018
Author: Olivier Njamfa - CEO & Co-Founder

Rising customer expectations mean the experience that brands provide is crucial to the bottom line. At a time when the volume of interactions is increasing, Eptica research explains how automation can help improve CX and productivity.

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