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.
The General Data Protection Regulation (GDPR) has had an enormous impact on every organization operating in the European Union. Yet, many organizations don’t seem to be fully compliant, with Google recently fined. What should brands be looking for from their suppliers when it comes to building trust around GDPR?
Most industries today are radically different compared to 20 or even 10 years ago. This disruption means that established businesses have been forced to focus on how they can change and restructure themselves in order to compete and survive. How can you overcome the risks posed by change and restructuring? Here are 3 key considerations – all focused on CX...
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
Today's always connected, mobile-savvy consumers have rising expectations of the experience they receive from brands. Social media and in particular instant messaging apps are central to this, with brands increasingly making them part of the customer experience.
When it comes to the service they receive, consumer expectations continue to rise dramatically. They want a higher quality experience and faster, more accurate service from every organization they contact, through whatever channel they choose.
Using social media for customer service has been around since channels such as Facebook and Twitter first sprang to prominence. The combination of being easy to use and very public forums mean that consumers quickly understood the power it gave them to interact with brands, with the aim of getting fast, accurate responses to queries and having their problems solved.
The insurance sector has experienced dramatic disruption in the wake of the digital revolution, with nearly 80% of customers now preferring to purchase insurance products via digital channels according to research by Bain. How are insurers responding?
Digital transformation has radically disrupted the retail sector. Barriers to entry have dropped, competition has increased, and customer expectations continue to rise. The experience that retailers offer across digital channels is now crucial to winning and retaining customers.
Talk of artificial intelligence and chatbots is currently everywhere in the customer experience market, with analysts, commentators and vendors all discussing the benefits that this type of technology can provide to brands and their customers. But what do the terms bot, chatbot and artificial intelligence actually mean – and how can they improve your customer experience?