Why closing the loop is vital to Voice of the Customer success

Published on: August 07, 2019
Author: Taoufik Massoussi - Product Manager & Head of AI

Gaining real value from your Voice of the Customer (VoC) program requires not just collecting insight, but ensuring that all relevant teams across the business have access to this intelligence, and can then act on it. This is not always easy with traditional VoC approaches. Here are 4 ways you can ensure you successfully close the loop…

Why the future of customer service is AI and humans together

Published on: July 31, 2019
Author: Pascal Gauvrit - CTO

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…

Punk CX says ‘Great at a few or average at a lot’

Published on: July 24, 2019
Author: Guest author: Adrian Swinscoe

A Dimension Data report found that, on average, organizations are offering a choice of 9 different channels, forecasted to rise to 11 in 2019. That’s a hell of a lot of channels. In this guest post, Adrian Swinscoe explains why customer experience needs to get back to basics and shares insights from his new book – Punk CX.

Empowering agility through AI-based Voice of the Customer programs

Published on: July 17, 2019
Author: Taoufik Massoussi - Product Manager & Head of AI

Every industry is facing greater competition and a need to react more quickly to customer needs, often in real-time. How can marketers become more agile, particularly when it comes to understanding and acting on customer insight more rapidly?

5 tips for managing the increasing volume of customer queries

Published on: July 10, 2019
Author: Pauline Ashenden - Marketing Manager

UK brands find themselves responding to around 463.5 million contacts every month – and the number is rising. Here are 5 ways to reduce the number of incoming contacts, while keeping satisfaction levels high…

Why Knowledge is power

Published on: June 05, 2019
Author: Steve Nattress - International Solutions Director

Today’s consumers demand more from the customer experience than in the past, including asking more detailed questions covering a wider range of issues than ever before. This means effectively managing your knowledge is vital – here are 4 ways you can successfully deliver the right answers to your customers across every channel.

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 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...

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?

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