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….

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.

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?

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.

4 reasons email is on the rise in 2019

Published on: January 23, 2019
Author: Pascal Gauvrit - CTO

In an era dominated by social media and smartphones, it is easy to write email off as yesterday’s channel when it comes to customer service. However, this is far from the truth – rather than declining, email usage is actually increasing. How can brands deliver what customers want on the channel?

3 ways to deliver real value from Voice of the Customer insight

Published on: November 06, 2018
Author: Olivier Njamfa - CEO & Co-Founder

Given the importance of understanding what consumers want, most brands focus heavily on listening to the Voice of the Customer (VoC). Research carried out for Eptica found that 78% of companies measure customer satisfaction, but that they struggle to get real value out of their programs. Here are 3 ways to deliver real value from Voice of the Customer insight....

Why chat is key to successful customer experience for every brand

Published on: October 02, 2018
Author: Steve Nattress - International Solutions Director

Online chat has been around for many years, but it’s now becoming a crucial part of every brand’s online customer experience. Customers increasingly expect it and are happy using it – how can brands ensure they are delivering on its potential?

Making it easier for your agents to deliver superior CX

Published on: August 01, 2018
Author: Joanna Allouche - Consultant

When it comes to the contact center, there is a clear link between happy agents and overall performance. How can you use your CX technology to make it easier for agents to operate effectively and happily?

How AI-based self-service can transform the customer experience

Published on: June 19, 2018
Author: Pascal Gauvrit - CTO

The internet is now the primary channel for most consumers when it comes to shopping, connecting with friends and families and communicating with brands. How can brands therefore deliver the online experience that consumers expect and demand?

When times are tough, retailers must prioritize customer experience

Published on: May 09, 2018
Author: Pauline Ashenden - Marketing Manager

The UK retail sector is undergoing unprecedented change, with many long-established high street brands closing or having to cut back their number of stores. With all the pressures they are facing, how can retailers ensure that they are delivering the right experience to their customers?

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