The 6 key challenges to successful self-service – and how to overcome them

Published on: February 06, 2018
Author: Sylvain Maugard - Product Manager

Today’s connected consumers have high expectations of the brands they deal with. They want fast access to information, through their channel of choice. No wonder that both consumers and companies are turning to online self-service systems. But many are failing to deliver – here are 6 reasons why.

Understanding your customers to transform CX

Published on: January 24, 2018
Author: Olivier Njamfa - CEO & Co-Founder

Organizations understand the importance of the experience they provide to winning and retaining customers, building brand reputation and their overall financial success. High profile CX issues all demonstrate the impact that a poor experience has on reputation and revenues. And, while well-publicized cases may make the news, it is smaller, more individual problems that cause customers to switch.

The changing face of UK customer experience

Published on: September 06, 2017
Author: Pauline Ashenden - Demand Generation Manager

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.

Driving digital transformation within insurance

Published on: July 05, 2017
Author: Pauline Ashenden - Demand Generation Manager

As in many industries, the insurance sector is experiencing radical changes due to digital transformation with more and more consumers wanting to use digital channels to interact with insurers. At the same time customers are becoming more demanding and less loyal when buying policies.

Transforming customer experience to survive

Published on: June 28, 2017
Author: Pauline Ashenden - Demand Generation Manager

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.

Building a strong customer-focused service culture

Published on: February 21, 2017
Author: Anne-Merete Jensen - Senior Business Consultant

Customer service and customer experience now involves the entire organization, and to be successful companies have to build a strong culture that embraces the right systems, processes and technology to empower staff and ensuring they have meaningful, empathetic conversations with customers. But how do you achieve this?

Moving to the 3Cs model for CX: Conversational, collaborative & cognitive platforms

Published on: February 08, 2017
Author: Olivier Njamfa - CEO & Co-Founder

Companies and their CEOs understand that the world is changing rapidly when it comes to winning, satisfying and retaining customers. Consumers are now more demanding than ever before, across a greater number of channels, and they increasingly focus on the experience they receive when deciding which companies to buy from.

Capturing emotion for a better customer experience

Published on: January 19, 2017
Author: Pauline Ashenden - Demand Generation Manager

The original aim of customer service was relatively transactional – a consumer made a query, an answer was provided by the company, the customer was satisfied and the interaction was completed. However, in today’s competitive markets this is no longer enough to win and retain customer loyalty....

Why emotion is central to driving customer loyalty

Published on: December 16, 2016
Author: Steve Nattress

There are multiple factors that feed into the customer experience. At a basic level companies need to deliver the information that consumers want, as quickly, accurately and consistently as possible. However, to drive loyalty you need to go beyond that, as Forrester Research, points out in a new report...

The push for mobile customer service

Published on: November 30, 2016
Author: Gokcen Onur - Technical Project Manager

The rise of the smartphone has transformed how people interact with each other, brands and the world around them. Rather than being tied to a PC or landline phone, smartphones empower users by putting a computer in their pocket. Last Christmas Amazon reported that 70% of its customers shopped through a mobile device, for example.

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