Why sharing customer intelligence is vital to CX success

Published on: May 22, 2019
Author: Taoufik Massoussi - Product Manager & Head of AI

In today’s ultra-competitive markets, delivering the experience that customers demand requires everyone in the organization to work together. However, this can be difficult for many brands as departmental silos hamper collaboration, meaning that information is not shared and issues remain unresolved. Here’s how to overcome these challenges….

Which sectors do consumers trust most for CX?

Published on: May 15, 2019
Author: Pauline Ashenden - Marketing Manager

Our survey of consumers in the UK revealed that the level of trust people have in different types of organization varies considerably by sector. As you know, if consumers don’t trust in your brand then you risk undermining customer loyalty and damaging sales revenue. So, which sectors do consumers trust most?

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 ways to make your self-service seamless

Published on: May 01, 2019
Author: Pierre-Antoine Giraux - Chief Marketing and Communications Director

Recent research from Gartner highlights the challenges of digital customer experience in 2019 – essentially brands need to deliver differentiated service, efficiently. Providing instant, seamless and easy service is at the heart of achieving these objectives – here are 5 ways self-service helps you deliver this.

Why collaboration is key to customer service success

Published on: April 17, 2019
Author: Steve Nattress - International Solutions Director

In today’s competitive world, keeping customers happy is part of everyone’s job in the organization. But in traditional businesses breaking down silos and encouraging collaboration can be difficult. Here are 4 ways to achieve this.

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.

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