How to choose the right customer experience platform for your organization

Published on: July 11, 2018
Author: Pauline Ashenden - Marketing Manager

Given the importance of customer experience and customer service, organizations understand that they need to use technology wisely to help them deliver consistent, high quality and efficient service that meets consumer needs, whichever channel they use to make contact. But with a wide range of solutions on the market, what should you look out for in a CX platform?

How to reduce Average Handling Time and improve quality

Published on: July 04, 2018
Author: Anne-Merete Jensen - Senior Business Consultant

Constant improvement is key to meeting customer service needs and differentiating your business from rivals. In the first of a new series of posts on optimizing CX with Eptica, we’re going to share training and advice to help maximize efficiency and customer satisfaction.

What does CX actually mean?

Published on: June 27, 2018
Author: Olivier Njamfa - CEO & Co-Founder

Everyone talks about the importance of the customer experience – from CEOs downwards. But what does it actually mean, and how does it impact your business? Based on Gartner’s definition, here are 5 key points to understand...

How AI-based self-service can transform the customer experience

Published on: June 20, 2018
Author: Pascal Gauvrit - CTO

The internet is now the primary channel for most consumers when it comes to shopping, connecting with friends and families and communicating with brands. How can brands therefore deliver the online experience that consumers expect and demand?

Measuring the customer experience: three key considerations

Published on: June 13, 2018
Author: Taoufik Massoussi - Product Manager & Head of AI

Understanding how your company is performing in terms of Customer Experience (CX) is a key part of benchmarking against competitors and identifying areas for improvement. But with over 100 commonly used metrics for measuring CX, how do you ensure you are covering all the bases when tracking CX performance?

Boosting fundraising through a joined-up experience - how Charities Aid Foundation is benefiting from AI

Published on: May 23, 2018
Author: Pauline Ashenden - Marketing Manager

Charities Aid Foundation (CAF) helps transform lives and communities by working with charities of all sizes. It is adopting Eptica’s artificial intelligence (AI)-powered digital customer experience platform for all its incoming emails in order to improve the end-to-end customer experience it provides to more than 73,000 charities.

How artificial intelligence can transform your customer experience

Published on: May 16, 2018
Author: Anne-Claire Bellec - Marketing Director

When interacting with brands, consumers want the process to be easy, effective and based on an understanding of their emotions and the individual needs. Recent research from Forrester outlines 3 ways that AI can help meet these changing customer expectations.

When times are tough, retailers must prioritize customer experience

Published on: May 09, 2018
Author: Pauline Ashenden - Marketing Manager

The UK retail sector is undergoing unprecedented change, with many long-established high street brands closing or having to cut back their number of stores. With all the pressures they are facing, how can retailers ensure that they are delivering the right experience to their customers?

How good is the digital customer experience from travel brands?

Published on: April 18, 2018
Author: Pauline Ashenden - Marketing Manager

Not only are holidaymakers now booking their travel and accommodation online, but the web has also paved the way for new business models, with more people going direct to hotels and airlines rather than booking complete packages from traditional travel agents. In this digital first world, how are UK travel companies doing in terms of online customer experience?

The importance of understanding emotion in digital channels

Published on: April 04, 2018
Author: Anne-Claire Bellec - Marketing Director

Research shows that consumers want a balance between the human touch and technology - even on channels such as self-service, chatbots or messaging apps. How can brands deliver this?

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