Empowering agility through AI-based Voice of the Customer programs

Published on: July 17, 2019
Author: Taoufik Massoussi - Product Manager & Head of AI

Every industry is facing greater competition and a need to react more quickly to customer needs, often in real-time. How can marketers become more agile, particularly when it comes to understanding and acting on customer insight more rapidly?

5 tips for managing the increasing volume of customer queries

Published on: July 10, 2019
Author: Pauline Ashenden - Marketing Manager

UK brands find themselves responding to around 463.5 million contacts every month – and the number is rising. Here are 5 ways to reduce the number of incoming contacts, while keeping satisfaction levels high…

Delivering best practice in Voice of the Customer programs

Published on: July 03, 2019
Author: Taoufik Massoussi - Product Manager & Head of AI

Brands understand that listening to their customers is central to success, but many struggle to deliver value from their Voice of the Customer programs. Here are 7 best practice tips to help you succeed in VoC…

5 ways training can transform your customer service

Published on: June 19, 2019
Author: Anne-Merete Jensen - Senior Business Consultant

Customer service and customer experience need to be constantly improving in order to meet rising customer expectations. Yet staff turnover in contact centers can mean knowledge and best practice can be missing – here are 5 ways that training can help…

Why Knowledge is power

Published on: June 05, 2019
Author: Steve Nattress - International Solutions Director

Today’s consumers demand more from the customer experience than in the past, including asking more detailed questions covering a wider range of issues than ever before. This means effectively managing your knowledge is vital – here are 4 ways you can successfully deliver the right answers to your customers across every channel.

5 key findings around customer trust in retail

Published on: May 29, 2019
Author: Pauline Ashenden - Marketing Manager

Trust is vital to customer experience and loyalty in the retail sector – to find out how retailers are faring, the latest Eptica research looked at customer service performance and trust with fashion and food retailers…

Which sectors do consumers trust most for CX?

Published on: May 15, 2019
Author: Pauline Ashenden - Marketing Manager

Our survey of consumers in the UK revealed that the level of trust people have in different types of organization varies considerably by sector. As you know, if consumers don’t trust in your brand then you risk undermining customer loyalty and damaging sales revenue. So, which sectors do consumers trust most?

Three books to help you master the power of AI

Published on: May 08, 2019
Author: Pascal Gauvrit - CTO

Artificial intelligence is one of the most-talked about topics in the world today - to help executives cut through the noise Eptica’s Managing Director and CTO, Pascal Gauvrit picks three books to read if you want to improve your understanding of the subject.

5 top priorities for today’s contact centers

Published on: April 25, 2019
Author: Pauline Ashenden - Marketing Manager

The last 25 years have seen the rise of contact centers, both within organizations and in the public mind. What is the state of the industry today at a time of rising customer expectations and the growth of artificial intelligence? Based on the latest Contact Babel research, here are 5 key priorities for CX and customer service today...

Analyzing CX sentiment in 2019

Published on: April 12, 2019
Author: Pauline Ashenden - Marketing Manager

It’s been a busy few weeks in customer experience, with the Institute of Customer Service’s Annual Conference and the Call and Contact Centre Expo both happening in the UK. What do the events teach us about the state of UK CX?

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