Displaying 1 - 10 of 40

5 ways of delivering CX reporting best practice

Published on: October 16, 2018
Author: Anne Beghin - Project Manager

Given the importance of customer experience to the bottom line, it is vital that brands understand how they are performing on a day to day basis. Not only does this enable them to measure their efficiency, but more importantly it provides insight that can be used to constantly improve how they operate, enabling them to meet continually rising customer expectations.

Why automation is at the heart of improving multichannel customer service

Published on: October 10, 2018
Author: Olivier Njamfa - CEO & Co-Founder

Rising customer expectations mean the experience that brands provide is crucial to the bottom line. At a time when the volume of interactions is increasing, Eptica research explains how automation can help improve CX and productivity.

Why chat is key to successful customer experience for every brand

Published on: October 03, 2018
Author: Steve Nattress - Product Manager

Online chat has been around for many years, but it’s now becoming a crucial part of every brand’s online customer experience. Customers increasingly expect it and are happy using it – how can brands ensure they are delivering on its potential?

Supporting excellence through National Customer Service Week

Published on: September 26, 2018
Author: Pauline Ashenden - Marketing Manager

Delivering excellent customer service has never been more important to the bottom line. Ahead of National Customer Service Week we look at the key factors underpinning successful customer service today...

4 ways of delivering blended multichannel customer experience

Published on: September 19, 2018
Author: Joanna Allouche - Consultant

We live in a multichannel world. Consumers want to be able to contact brands through their channel of choice, whether it is email, social media, chat or over the phone. How can brands therefore ensure they are truly multichannel? We outline 4 ways to overcome the challenges…

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...

How AI can help transform Voice of the Customer programs

Published on: September 05, 2018
Author: Taoufik Massoussi - Product Manager & Head of AI

Understanding the Voice of the Customer and using this insight to drive real improvements is critical to transforming the customer experience. Leading VoC platforms are embracing artificial intelligence to deliver detailed, scalable VoC analysis. How does AI help and what should you be looking for in AI-based VoC systems?

Why you can no longer ignore SaaS for your CX applications

Published on: August 29, 2018
Author: Pascal Gauvrit - CTO

Look in almost any industry sector and you’ll notice that the way software applications are deployed has changed radically with the rise of the Cloud. And this is just as true in the Customer Experience (CX) market. For those considering a move from on-premise to SaaS here are the 5 key advantages…

How to write the perfect RFP for your customer experience project

Published on: August 22, 2018
Author: Neil Cox - Account Manager

Choosing the right customer experience platform for your company starts with a comprehensive, clear Request for Proposal (RFP). Here’s what you need to include in order to drive future CX success...

Are telecoms operators connecting to digital customer experience?

Published on: August 08, 2018
Author: Pauline Ashenden - Marketing Manager

Telecoms is central, even essential, to our lives. Creating a superior customer experience is a vital differentiators for operators – how good are they at delivering multichannel service to users?

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