Meeting the CX needs of the connected consumer

Published on: December 06, 2017
Author: Vincent Giraud

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.

How to make your organization truly customer centric

Published on: November 08, 2017
Author: Olivier Njamfa

We all know that today it’s vital to put customers at the heart of your business. However, there are many companies that believe in this principle, but struggle to successfully ‘live it’ in practice, day-in, day-out. How do you become more customer centric?

UK brands struggling with digital customer experience

Published on: November 01, 2017
Author: Pauline Ashenden

The rapid rise of digital channels and mobile devices means it’s easier than ever for consumers to engage and ask questions of brands they want to do business with. But many companies – and even whole industry sectors - are struggling to cope with the sheer volume of customer contacts and queries, according to the 2017 Eptica Multichannel Customer Conversation Study

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).

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.

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.

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