5 tips to transform your social customer service

Published on: February 21, 2018
Author: Pauline Ashenden

Consumers are spending more and more of their time on social media networks, with the likes of Twitter and Facebook now vital sources of news, information as well as places to interact with friends, families and brands. That makes social customer service a major, growing part of every brand’s customer experience - here are 5 ways to transform it

6 trends that drive today’s consumers

Published on: February 14, 2018
Author: Olivier Njamfa

Today, businesses know that they need to focus on constantly improving the experience they provide if they want to win and retain loyal customers. However, as well as looking at how they can deliver better service it is important to look up and understand the high level trends in society that are driving today’s consumers....

The 6 key challenges to successful self-service – and how to overcome them

Published on: February 07, 2018
Author: Sylvain Maugard

Today’s connected consumers have high expectations of the brands they deal with. They want fast access to information, through their channel of choice. No wonder that both consumers and companies are turning to online self-service systems. But many are failing to deliver – here are 6 reasons why.

The Year of Humanity: Putting the customer first in 2018

Published on: January 31, 2018
Author: Pauline Ashenden

Amidst all the talk of artificial intelligence, chatbots and the Internet of Things transforming the relationship between brands and consumers, it is easy to forget the vital importance of the human element to successful customer service. How can you balance both?

Understanding your customers to transform CX

Published on: January 24, 2018
Author: Olivier Njamfa

Organizations understand the importance of the experience they provide to winning and retaining customers, building brand reputation and their overall financial success. High profile CX issues all demonstrate the impact that a poor experience has on reputation and revenues. And, while well-publicized cases may make the news, it is smaller, more individual problems that cause customers to switch.

5 ways to get your email customer service ready for 2018

Published on: January 17, 2018
Author: Pauline Ashenden

Despite the rise of new channels such as social media, email is still the number one digital channel for customer service, making up an average of 20.5% of incoming interactions to customer service teams. So how can organizations respond quickly, accurately and efficiently?

Delivering an AI-powered customer experience at Birmingham City Council

Published on: January 10, 2018
Author: Neil Cox

Local authorities across the UK are under constant pressure to increase efficiency and productivity, while delivering a high quality experience to the public. Birmingham City Council (BCC) is a prime example of an authority that is successfully transforming how it delivers customer experience.

What were the key CX trends in 2017?

Published on: December 20, 2017
Author: Pauline Ashenden

As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months. What were the hot topics and what were the major changes in the market? Based on the topics covered in the Eptica blog that received the most interest, we’ve put together a top 7 posts from across 2017.

Meeting the CX needs of the connected consumer

Published on: December 06, 2017
Author: Steve Nattress

We live in the age of the connected consumer. Everyone understands the huge amount of time people spend on their mobile devices, such as smartphones and tablets – there is even a term (Nomophobia), describing the increased anxiety we feel when we are away from our mobile. What does this mean for customer experience and customer service?

The changing face of European Customer Experience

Published on: November 29, 2017
Author: Olivier Njamfa

How good are European companies at delivering the customer experience that consumers demand? The latest Forrester research paints a mixed picture, with companies in the UK, France and Germany all lagging behind the United States. The recently released Forrester 2017 European Customer Experience Indexes found that CX worsened in the UK and stayed poor in France.

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