The changing face of UK customer experience
3 questions to Neil Titcomb, Regional Sales Director Northern Europe at Eptica
Eptica has been serving the UK market effectively for many years, working with customers that include Dixons Carphone, Domestic & General, Hastings Direct, TUI, Debenhams, Capita and Ageas Insurance Solutions. As part of the next stage in its growth it recently appointed Neil Titcomb as Regional Sales Director for Northern Europe and is moving office to provide a platform for further expansion.
We spoke to Neil to find out more about how he sees the UK customer experience market changing, and how Eptica is working with organisations to help them transform their digital customer service.
What is changing for Eptica in the UK market?
We have a long history in the UK, and have built up an extensive customer base that spans the public and private sector over the years. Clients have always been attracted by the strength of our technology, and the high level of support we provide to them. What is changing now is that digital customer experience is now top of the priority list for every organisation, making our product set and its benefits even more relevant to businesses. The opportunity to help companies transform customer service is vast – and we have the tools and experience to meet their needs going forward. That’s one of the main reasons I was attracted to Eptica and why I joined earlier this year. The brand new, larger office, in central Reading, demonstrates our confidence in the UK market, and will help facilitate future expansion and growth. It is an exciting and extremely busy time for the company.
What are organisations looking for now when it comes to customer experience in the UK?
As I mentioned customer experience is undergoing a transformation in the UK as businesses move away from a model that is focused solely on telephony, to a multichannel approach that has digital channels such as the web, social media, chat and email at its core. Customers are changing – they are more digitally-aware, are mobile-first and have higher expectations of the service they want to receive. They are also more self-sufficient – they want to be able to find out information themselves, rather than relying on speaking to an agent in a contact centre.
Because of these factors digital is on every board agenda, with companies increasingly understanding that digital customer experience is a key differentiator that drives success. In my experience, businesses are now looking for an integrated customer service platform that is built on knowledge, enabling them to provide fast, consistent and personalised responses to customers, whatever the channel they make contact on, without necessarily involving a live agent.
How is Eptica helping them?
From the outset Eptica’s technology was created to enable companies to have meaningful conversations with their customers, whatever the channel. A single, centralised knowledge base provides consistent information, with our powerful artificial intelligence (AI) capabilities supporting both agents and consumers by making it easy for them to access the right information when they need it. As companies embrace more and more digital channels, Eptica can help them migrate to a digital first customer experience, while boosting efficiency and satisfaction at the same time. These strengths have been recognised by analysts and the wider market – for example, we have been included in the Gartner Magic Quadrant for the CRM Customer Engagement Center for the past four years.
Customer experience has never been more important to a business’s success and Eptica has the technology, experience and team to help companies transform customer service from a voice-centric, resource-heavy operation to an efficient self-service organisation providing customers with the right information across any channel whenever they wish to make contact. With our new office now open we look forward to supporting many more organisations on their CX journeys.