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...

Reviewing 2018 – our top 10 blog posts from the year

Published on: January 09, 2019
Author: Anne-Claire Bellec - Marketing Director

As we come back to work after the holiday season and settle into 2019, it’s a good time to review last year and what we’ve learned. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback. We hope you enjoy reading/re-reading them!

How good is Santa at Customer Experience?

Published on: December 19, 2018
Author: Anne-Claire Bellec - Marketing Director

As we count down the days until Christmas, children all over the world are getting excited about the imminent appearance of Santa Claus, his reindeer, and his big sack of presents. But how good is his customer experience and what lessons can brands learn from him?

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.

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