Trust is central to any brand’s relationship with its customers. 9 out of 10 consumers will change supplier if they lose trust in a company. Yet brands are failing to build trust through basic customer service mistakes, according to the newly published 2019 Eptica Digital Trust study.
Want to learn about improving your CX and Voice of the Customer programs? Our latest blog highlights 5 must read books to build trust and successfully map the customer journey...
One of the biggest challenges for Voice of the Customer (VoC) programs is ensuring that they deliver tangible ROI for a business. How can they go beyond simply collecting feedback to drive real action? We explore how two major businesses are achieving VoC ROI.
In an era dominated by social media and smartphones, it is easy to write email off as yesterday’s channel when it comes to customer service. However, this is far from the truth – rather than declining, email usage is actually increasing. How can brands deliver what customers want on the channel?
The balance of power between brands and consumers is shifting, with customers now wielding greater influence and control. This allows them to be more demanding and less loyal than ever before. But what makes these customers tick and how will their characteristics evolve? Here are five important traits that are likely to define the customer next year and beyond.
Retailers don’t need reminding that the peak Christmas season is now upon us, with Black Friday and Cyber Monday already in full swing. Given the importance of Peak to retail success and ever-increasing competition, it is no exaggeration to say that this Christmas will be make or break for many companies. How can they ensure that they thrive?
Understanding what customers want is central to business success - we find out how Eptica is applying the same logic across its operations by interviewing Lenka Stoklaskova, Customer Success Manager....
Driven by budget pressures and rising expectations from citizens public sector organizations are currently undergoing a major change. They need to deliver more with less, but at the same time meet the needs of a more digitally-savvy audience. Achieving this relies on applying four key principles....
Customer service is changing dramatically, with the rise of artificial intelligence (AI) and automation leading more and more consumers to interact with brands through technologies such as self service. How will this impact the role of the customer service agent in the future?
Given the importance of customer experience to the bottom line, it is vital that brands understand how they are performing on a day to day basis. Not only does this enable them to measure their efficiency, but more importantly it provides insight that can be used to constantly improve how they operate, enabling them to meet continually rising customer expectations.