Reviewing 2018 – our top 10 blog posts from the year

Published on: January 09, 2019
Author: Anne-Claire Bellec - Marketing Director

As we come back to work after the holiday season and settle into 2019, it’s a good time to review last year and what we’ve learned. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback. We hope you enjoy reading/re-reading them!

1.  Three ways to deliver real value from VoC insight
Voice of the Customer (VoC) was a major focus for Eptica in 2018, with the successful launch of vecko, our customer insight solution. In this first post on VoC, Eptica CEO Olivier Njamfa explains how you can ensure your program delivers the ROI that all businesses need.

2.  GDPR – 6 months on
The General Data Protection Regulation (GDPR) was a key topic for every company selling to European consumers or operating in the EU. Pascal Gauvrit, Eptica’s CTO and GDPR Data Protection Officer discusses the impact of the GDPR six months on in this November blog.

3.  Boosting fundraising through a joined-up experience - how CAF is benefiting from AI
Highlighting the successes of our customers is a central aim of our blog, and in this post we interview Glen Brooks of the Charities Aid Foundation to find out how it is using Eptica’s AI to deliver greater efficiency and an improved end-to-end customer experience to more than 73,000 charities, 250,000 individual donors and 7,300 corporate donors.

4.  How AI can help transform VoC programs
New Artificial Intelligence techniques are central to ensuring Voice of the Customer strategies provide business value. In this post, Taoufik Massoussi, Eptica Product Manager & Head of AI sets out five ways AI can transform your VoC performance.

5.  How to reduce Average Handling Time and improve quality
In 2018 we ran a series of posts designed to spread best practice when it comes to customer service and customer experience. Here Anne-Merete Jensen, Senior Business Consultant, outlines how Eptica can bring down Average Handling Times, while improving the experience for customers.

6.  Why surveys aren’t enough for VoC success
Returning to the topic of Voice of the Customer, this post explains the problems with traditional, survey-based approaches to VoC, and why brands need to go beyond them if they want to tap into real customer insight.

7.  The importance of trust to customer experience in 2019
Consumers are becoming more and more demanding, but what really makes them tick? Olivier Njamfa explores the traits of the customer of the future and in particular highlights the importance of trust to successful relationships.

8.  Why brands need to focus on conversational CX platforms
Talk of AI is everywhere, but where will it deliver real value? Looking at the latest Gartner Hype Cycle, Eptica’s Marketing Director Anne-Claire Bellec outlines how AI-powered conversational platforms that underpin chatbots, intelligent self-service and better support for agents, are key to successfully deploying AI within customer experience.

9.  How can brands match customer expectations around knowledge
Delivering fast, accurate and consistent answers is central to meeting customer expectations. Yet many brands are failing when it comes to knowledge, as Steve Nattress, Product Manager, explains in this post based on Eptica research in the UK and France.

10.  Why the future of customer service isn’t just automation
Amidst all the talk of AI, it is vital to understand that consumers still want human involvement in customer experience. As Pascal Gauvrit sets out in this blog, it is all about creating a balance between tech and the human touch.

Happy New Year to all our readers – if you want to make sure you don’t miss any of our blogs going forward do sign up to our Alerts service here.

Tags: AI, Customer experience, CX, Customer Service, Automation, GDPR, AHT, Average Handling Time, trust, Knowledge, VoC, Voice of the customer
Categories: Best Practice, News

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