5 key findings around customer trust in retail

Published on: May 29, 2019
Author: Pauline Ashenden - Marketing Manager

Trust is vital to customer experience and loyalty in the retail sector – to find out how retailers are faring, the latest Eptica research looked at customer service performance and trust with fashion and food retailers…

How does CX impact brand trust?

Published on: March 21, 2019
Author: Olivier Njamfa - CEO & Co-Founder

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.

Google, the GDPR, customer experience and trust

Published on: March 13, 2019
Author: Pascal Gauvrit - CTO

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?

Why focusing on CX is key at times of change

Published on: February 06, 2019
Author: Pauline Ashenden - Marketing Manager

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...

5 tips to transform your social customer service

Published on: February 21, 2018
Author: Pauline Ashenden - Marketing Manager

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

Instant messaging and its place in the customer experience

Published on: August 23, 2017
Author: Steve Nattress - International Solutions Director

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.

Transforming customer experience to survive

Published on: June 28, 2017
Author: Pauline Ashenden - Marketing Manager

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.

Why it is time to take a new look at social customer service

Published on: June 14, 2017
Author: Pauline Ashenden - Marketing Manager

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.

How the insurance sector is failing to rise to the digital CX challenge

Published on: June 07, 2017
Author: Pauline Ashenden - Marketing Manager

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?

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