The importance of AI to balancing customer service resources

Published on: March 06, 2019
Author: Pascal Gauvrit - CTO

Across the globe and in every sector, customer expectations are rising. This translates into greater volumes of incoming queries for brands, as consumers demand more meaningful conversations if they are to remain loyal. How can brands ensure they are delivering the experience customers want with finite resources?

5 books to help you build trust across the customer journey

Published on: February 27, 2019
Author: Pauline Ashenden - Marketing Manager

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...

Earn Your Customers’ Trust, And Loyalty Will Follow

Published on: February 20, 2019
Author: Guest author: Shep Hyken

How do you ensure your customers trust you? In this guest post, CX expert Shep Hyken outlines 4 ways of building trust and creating long-term customer loyalty.

Improving the experience with actionable customer intelligence

Published on: February 13, 2019
Author: Taoufik Massoussi - Product Manager & Head of AI

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.

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...

The 4 barriers to meaningful consumer conversations

Published on: January 30, 2019
Author: Anne-Claire Bellec - Marketing Director

The reasons that consumers remain loyal to brands goes beyond factors such as product range and price. Essentially, consumers want to have meaningful conversations with brands, in the same way that they would have with their family and friends. How can companies achieve this and drive loyalty?

4 reasons email is on the rise in 2019

Published on: January 23, 2019
Author: Pascal Gauvrit - CTO

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?

Why 2019 is all about trust for brands and consumers

Published on: January 16, 2019
Author: Olivier Njamfa - CEO & Co-Founder

As we move into 2019, businesses are having to cope with unprecedented uncertainty. How can your brand win and retain consumer loyalty? It all comes down to trust – and these are the 5 foundations you need to start with.

Reviewing 2018 – our top 10 blog posts from the year

Published on: January 09, 2019
Author: Anne-Claire Bellec - Marketing Director

As we come back to work after the holiday season and settle into 2019, it’s a good time to review last year and what we’ve learned. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback. We hope you enjoy reading/re-reading them!

How good is Santa at Customer Experience?

Published on: December 19, 2018
Author: Anne-Claire Bellec - Marketing Director

As we count down the days until Christmas, children all over the world are getting excited about the imminent appearance of Santa Claus, his reindeer, and his big sack of presents. But how good is his customer experience and what lessons can brands learn from him?

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