The importance of security and GDPR to the digital customer experience

Published on: October 18, 2017
Author: Pascal Gauvrit

Thanks to the rise of digital channels, brands now possess large amounts of personal data on their customers. Protecting this sensitive information is obviously vital, and will become even more important thanks to the EU's new General Data Protection Regulation (GDPR).

National Customer Service Week: The opportunity of Artificial Intelligence

Published on: October 04, 2017
Author: Neil Titcomb

We’re now part way through National Customer Service Week (NCSW), which provides the industry in the US and UK with the chance to take stock, celebrate success and share best practice. However, as well as celebrating current successes, NCSW provides a chance to pause and to look forward - what will customer service be like in the future?

Bridging the chat gap in customer experience

Published on: September 27, 2017
Author: Pauline Ashenden

Given its ability to deliver real-time, two way customer conversations, it is no surprise that chat has become a key channel for consumers looking to interact with brands. Yet, while chat’s time has come, there is a growing gap between the experience that brands provide and consumer expectations.

How AI can deliver a personalized and predictive customer experience

Published on: September 20, 2017
Author: Vincent Giraud

Customers are ever-more demanding, and want fast, high quality and above all personalized service from the organizations that they deal with. For example, more than 45% of APAC customers rate personalized services among the top three aspects defining better customer experience (CX), while 70% expect organizations to treat them uniquely, according to analysis from Frost & Sullivan.

Taking the 10 steps to CX differentiation

Published on: September 13, 2017
Author: Olivier Njamfa

Do you really know what your customers think of the experience your business is delivering? At this year’s Gartner Customer Experience & Technologies Summit , analyst Ed Thompson explained that there is often a wide gap between what consumers expect and what companies are delivering, while outlining 10 steps to improving CX.

The changing face of UK customer experience

Published on: September 06, 2017
Author: Pauline Ashenden

Neil Titcomb, Regional Sales Director Northern Europe at Eptica explains how the UK customer experience market is changing and how Eptica is working with organisations to help them transform their digital customer service.

How text analytics delivers customer experience value

Published on: August 30, 2017
Author: Pascal Gauvrit

Text analytics is at the heart of successfully using Artificial Intelligence in customer experience, with Natural Language Processing (NLP) used to extract meaning from written messages. How does it work and how do you benefit from it?

Instant messaging and customer experience in Asia

Published on: August 23, 2017
Author: Vincent Giraud

Consumers in Asia are leading the way when it comes to technology adoption, helping to drive rising expectations of the experience they receive from brands. Social media and in particular instant messaging apps are central to this, with brands increasingly making them part of the customer experience.

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?

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