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?

How AI can deliver a personalized and predictive customer experience

Published on: September 20, 2017
Author: Vincent Giraud

Customers are ever-more demanding, and want fast, high quality and above all personalized service from the organizations that they deal with. For example, more than 45% of APAC customers rate personalized services among the top three aspects defining better customer experience (CX), while 70% expect organizations to treat them uniquely, according to analysis from Frost & Sullivan.

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.

Instant messaging and customer experience in Asia

Published on: August 23, 2017
Author: Vincent Giraud

Consumers in Asia are leading the way when it comes to technology adoption, helping to drive rising expectations of the experience they receive from brands. Social media and in particular instant messaging apps are central to this, with brands increasingly making them part of the customer experience.

How to build a business case for a CX technology project

Published on: August 09, 2017
Author: Neil Titcomb

Getting the technology right is an important aspect of delivering on your customer experience (CX) goals. But any investment in new technology will be competing against multiple other disciplines for budget and management time. Building a strong business case is therefore essential.

Transforming customer experience in local authorities

Published on: August 02, 2017
Author: Neil Cox

The public sector faces key challenges around customer experience - it needs to continually become more efficient, citizen expectations are continually rising and individual public sector bodies are often extremely complex, offering a wide range of services.

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.

Are insurance companies meeting the CX quality expectations of today’s consumers?

Published on: July 12, 2017
Author: Angus Prentice

Everyone involved in customer experience knows that customers are becoming more demanding, and are continually expecting more. They want quality conversations with brands if they are to remain loyal for the long term. This is equally true, whatever sector you operate in as shown by the findings of Eptica’s 2017 Insurance Customer Conversations study.

How the insurance sector is failing to rise to the digital CX challenge

Published on: June 07, 2017
Author: Pauline Ashenden

The insurance sector has experienced dramatic disruption in the wake of the digital revolution, with nearly 80% of customers now preferring to purchase insurance products via digital channels according to research by Bain. How are insurers responding?

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