Could you be doing more to understand your customers?
Published on: October 02, 2019
We look at the importance of insight to customer service excellence, highlighting the three areas that brands need to focus on for success...
Pascal Gauvrit - CTO
Why customer service is key to building brand trust
Published on: August 29, 2019
As the Summer holidays come to an end, it’s the perfect time to highlight the importance of service and experience to business success. Ahead of National Customer Service Week, we’ll be looking at key areas for customer service, starting with trust.
Why the future of customer service is AI and humans together
Published on: July 31, 2019
Since AI moved center stage, commentators have been queuing up to voice their concerns about its negative impact on people and jobs. However, CX success means balancing humans and technology – as the latest Forrester research explains…
Three books to help you master the power of AI
Published on: May 08, 2019
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.
Google, the GDPR, customer experience and trust
Published on: March 13, 2019
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
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?
4 reasons email is on the rise in 2019
Published on: January 23, 2019
In an era dominated by social media and smartphones, it is easy to write email off as yesterday’s channel when it comes to customer service. However, this is far from the truth – rather than declining, email usage is actually increasing. How can brands deliver what customers want on the channel?
Can your customers trust you? GDPR and CX - six months on
Published on: November 28, 2018
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 you can no longer ignore SaaS for your CX applications
Published on: August 28, 2018
Look in almost any industry sector and you’ll notice that the way software applications are deployed has changed radically with the rise of the Cloud. And this is just as true in the Customer Experience (CX) market. For those considering a move from on-premise to SaaS here are the 5 key advantages…
How AI-based self-service can transform the customer experience
Published on: June 19, 2018
The internet is now the primary channel for most consumers when it comes to shopping, connecting with friends and families and communicating with brands. How can brands therefore deliver the online experience that consumers expect and demand?