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.
Not only are holidaymakers now booking their travel and accommodation online, but the web has also paved the way for new business models, with more people going direct to hotels and airlines rather than booking complete packages from traditional travel agents. In this digital first world, how are UK travel companies doing in terms of online customer experience?
Research shows that consumers want a balance between the human touch and technology - even on channels such as self-service, chatbots or messaging apps. How can brands deliver this?
Businesses have been running Voice of the Customer (VoC) programs for some time, but in many cases overall customer satisfaction has actually deteriorated. Part of this is due to rising consumer expectations, but it is also due to a failure of VoC programs to deliver a real return on investment by driving significant changes in the business.
Providing access to knowledge is at the heart of creating an excellent customer experience. Failing to deliver timely, accurate answers to consumer questions disrupts the customer journey, while making it difficult to access relevant information, such as on your website, drives potential buyers away. Given the importance of knowledge, are UK brands delivering?
Banking, like many other sectors, is undergoing a period of disruption and change. Government legislation is committed to making it easier than ever for customers to change banks and interest rates remain low, meaning that service is a primary differentiator between companies. How are UK banks delivering when it comes to customer experience?
The rise of artificial intelligence is leading many people to predict that the future of customer service will be driven by automation and technology, without the need for human agents to interact with consumers. However success will be more about balancing humans and technology in order to meet consumer needs.
Amidst all the talk of artificial intelligence, chatbots and the Internet of Things transforming the relationship between brands and consumers, it is easy to forget the vital importance of the human element to successful customer service. How can you balance both?
Local authorities across the UK are under constant pressure to increase efficiency and productivity, while delivering a high quality experience to the public. Birmingham City Council (BCC) is a prime example of an authority that is successfully transforming how it delivers customer experience.
As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months. What were the hot topics and what were the major changes in the market? Based on the topics covered in the Eptica blog that received the most interest, we’ve put together a top 7 posts from across 2017.