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).
Noted expert on customer experience, Régine Vanheems explains the challenges that brands face when it comes to digital CX, and how technology can help overcome them.
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...
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?
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.
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.
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?
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.
When it comes to the service they receive, consumer expectations continue to rise dramatically. They want a higher quality experience and faster, more accurate service from every organization they contact, through whatever channel they choose.
+7! “Gartner award demonstrates our position as a leader of digital customer engagement platforms for the digital customer experience””, Olivier Njamfa, CEO
Olivier Njamfa, CEO, explains Eptica’s mention in the 2017 Gartner Magic Quadrant for the CRM Customer Engagement Center