The changing face of European Customer Experience

Published on: November 29, 2017
Author: Olivier Njamfa

How good are European companies at delivering the customer experience that consumers demand? The latest Forrester research paints a mixed picture, with companies in the UK, France and Germany all lagging behind the United States. The recently released Forrester 2017 European Customer Experience Indexes found that CX worsened in the UK and stayed poor in France.

UK brands struggling with digital customer experience

Published on: November 01, 2017
Author: Pauline Ashenden

The rapid rise of digital channels and mobile devices means it’s easier than ever for consumers to engage and ask questions of brands they want to do business with. But many companies – and even whole industry sectors - are struggling to cope with the sheer volume of customer contacts and queries, according to the 2017 Eptica Multichannel Customer Conversation Study

The importance of security and GDPR to the digital customer experience

Published on: October 18, 2017
Author: Pascal Gauvrit

Thanks to the rise of digital channels, brands now possess large amounts of personal data on their customers. Protecting this sensitive information is obviously vital, and will become even more important thanks to the EU's new General Data Protection Regulation (GDPR).

3 reasons why multichannel customer service is important to NHS BSA

Published on: October 06, 2017
Author: Pauline Ashenden

NHS Business Services Authority provides a range of critical central services to NHS organisations, NHS contractors, patients and the public. Delivering the highest levels of service efficiently is at the heart of its strategy. Watch this video...

National Customer Service Week: The opportunity of Artificial Intelligence

Published on: October 04, 2017
Author: Neil Titcomb

We’re now part way through National Customer Service Week (NCSW), which provides the industry in the US and UK with the chance to take stock, celebrate success and share best practice. However, as well as celebrating current successes, NCSW provides a chance to pause and to look forward - what will customer service be like in the future?

Bridging the chat gap in customer experience

Published on: September 27, 2017
Author: Pauline Ashenden

Given its ability to deliver real-time, two way customer conversations, it is no surprise that chat has become a key channel for consumers looking to interact with brands. Yet, while chat’s time has come, there is a growing gap between the experience that brands provide and consumer expectations.

The changing face of UK customer experience

Published on: September 06, 2017
Author: Pauline Ashenden

Neil Titcomb, Regional Sales Director Northern Europe at Eptica explains how the UK customer experience market is changing and how Eptica is working with organisations to help them transform their digital customer service.

Five ways retailers can improve CX ahead of Peak

Published on: August 16, 2017
Author: Anne-Merete Jensen

Planning ahead is central to retail success, which is why during the summer months many retailers are already preparing for the Peak festive shopping season. Given the importance of customer experience to sales success, optimizing CX is high on the list of priorities. So how can you ensure that your customer experience helps you have a Happy Christmas?

Customer service expectations – comparing Asia and the West

Published on: July 19, 2017
Author: Vincent Giraud

Across the world consumer expectations are continually rising when it comes to the service they receive from organizations. However, there are still significant differences between what consumers demand in different regions and cultures. All of these differences affect what local customers expect – and therefore the levels of service they receive.

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