Why 2019 is all about trust for brands and consumers

Published on: January 16, 2019
Author: Olivier Njamfa - CEO & Co-Founder

As we move into 2019, businesses are having to cope with unprecedented uncertainty. How can your brand win and retain consumer loyalty? It all comes down to trust – and these are the 5 foundations you need to start with.

How CX is central to Digital Transformation

Published on: December 12, 2018
Author: Pauline Ashenden - Marketing Manager

All businesses are focusing on digital transformation as they endeavor to become more agile and fast-moving. With more and more people engaging with brands through digital channels, improving the customer experience (CX) is a key part of digital transformation - but how can you ensure your strategy delivers?

Can your customers trust you? GDPR and CX - six months on

Published on: November 28, 2018
Author: Pascal Gauvrit - CTO

It is now six months since the May 25 deadline for General Data Protection Regulation (GDPR) compliance. How are brands now ensuring they are protecting, storing and using personal data?

The importance of customer success to CX transformation

Published on: November 14, 2018
Author: Pauline Ashenden - Marketing Manager

Understanding what customers want is central to business success - we find out how Eptica is applying the same logic across its operations by interviewing Lenka Stoklaskova, Customer Success Manager....

Why brands need to focus on conversational CX platforms

Published on: September 12, 2018
Author: Anne-Claire Bellec - Marketing Director

Talk of artificial intelligence is everywhere. Gartner’s latest Hype Cycle focuses on AI’s impact, highlighting how conversational platforms will transform customer experience. Here are 4 benefits that they bring...

What does CX actually mean?

Published on: June 27, 2018
Author: Olivier Njamfa - CEO & Co-Founder

Everyone talks about the importance of the customer experience – from CEOs downwards. But what does it actually mean, and how does it impact your business? Based on Gartner’s definition, here are 5 key points to understand...

How can brands match customer expectations around knowledge?

Published on: June 06, 2018
Author: Steve Nattress - Product Manager

Consumers demand fast, accurate answers to their questions, whatever the channel, meaning that knowledge management is one of the key components of the customer experience. But how good are organizations at meeting the ever-increasing demands that consumers have, around speed and transparency? To find out, the Eptica Knowledge Study surveyed consumers in the UK and France…..

The importance of customer experience in a winner takes all world

Published on: May 30, 2018
Author: Olivier Njamfa - CEO & Co-Founder

Trends such as digitalization, the rise of the experience economy and globalization are impacting every market. Network effects and the internet mean that businesses can now operate at greater scale, serving more consumers in more countries than ever before. This is leading to a ‘winner takes all’ world where gaps are growing, even between top organizations

Boosting fundraising through a joined-up experience - how Charities Aid Foundation is benefiting from AI

Published on: May 23, 2018
Author: Pauline Ashenden - Marketing Manager

Charities Aid Foundation (CAF) helps transform lives and communities by working with charities of all sizes. It is adopting Eptica’s artificial intelligence (AI)-powered digital customer experience platform for all its incoming emails in order to improve the end-to-end customer experience it provides to more than 73,000 charities.

4 ways to transform your CX maturity levels

Published on: April 25, 2018
Author: Olivier Njamfa - CEO & Co-Founder

Brands understand that consumer expectations are continually rising. They know that they must keep innovating and improving if they are to differentiate their customer experience and therefore thrive. However, knowing what they need to do, and actually achieving it, are clearly very different things, as the latest Temkin Group State of CX Management 2018 report shows.

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