Five ways retailers can improve CX ahead of Peak

Published on: August 16, 2017
Author: Anne-Merete Jensen

Planning ahead is central to retail success, which is why during the summer months many retailers are already preparing for the Peak festive shopping season. Given the importance of customer experience to sales success, optimizing CX is high on the list of priorities. So how can you ensure that your customer experience helps you have a Happy Christmas?

How to build a business case for a CX technology project

Published on: August 09, 2017
Author: Neil Titcomb

Getting the technology right is an important aspect of delivering on your customer experience (CX) goals. But any investment in new technology will be competing against multiple other disciplines for budget and management time. Building a strong business case is therefore essential.

Transforming customer experience in local authorities

Published on: August 02, 2017
Author: Neil Cox

The public sector faces key challenges around customer experience - it needs to continually become more efficient, citizen expectations are continually rising and individual public sector bodies are often extremely complex, offering a wide range of services.

Why customer experience needs to be led from the top

Published on: July 26, 2017
Author: Olivier Njamfa

In today’s ultra-competitive world, senior managers understand the importance of customer experience to corporate success. 72% of companies surveyed by Forrester said improving customer experience was their top business priority, while in Gartner research, CEOs listed customers as their second biggest focus, ahead of workforce, and just behind growth. Commenting on the study, Gartner Fellow ...

Customer service expectations – comparing Asia and the West

Published on: July 19, 2017
Author: Vincent Giraud

Across the world consumer expectations are continually rising when it comes to the service they receive from organizations. However, there are still significant differences between what consumers demand in different regions and cultures. All of these differences affect what local customers expect – and therefore the levels of service they receive.

Are insurance companies meeting the CX quality expectations of today’s consumers?

Published on: July 12, 2017
Author: Angus Prentice

Everyone involved in customer experience knows that customers are becoming more demanding, and are continually expecting more. They want quality conversations with brands if they are to remain loyal for the long term. This is equally true, whatever sector you operate in as shown by the findings of Eptica’s 2017 Insurance Customer Conversations study.

Driving digital transformation within insurance

Published on: July 05, 2017
Author: Pauline Ashenden

As in many industries, the insurance sector is experiencing radical changes due to digital transformation with more and more consumers wanting to use digital channels to interact with insurers. At the same time customers are becoming more demanding and less loyal when buying policies.

Transforming customer experience to survive

Published on: June 28, 2017
Author: Neil Titcomb

When it comes to the service they receive, consumer expectations continue to rise dramatically. They want a higher quality experience and faster, more accurate service from every organization they contact, through whatever channel they choose.

Demonstrating the financial ROI of better customer experience

Published on: June 21, 2017
Author: Vincent Giraud

All organizations understand the importance of customer experience to the bottom line. CX is at the heart of differentiating yourself from the competition, whatever sector you are in, and key to retaining customers. How can CX teams demonstrate ROI in concrete terms?

Why it is time to take a new look at social customer service

Published on: June 14, 2017
Author: Neil Titcomb

Using social media for customer service has been around since channels such as Facebook and Twitter first sprang to prominence. The combination of being easy to use and very public forums mean that consumers quickly understood the power it gave them to interact with brands, with the aim of getting fast, accurate responses to queries and having their problems solved.

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