Understanding the Voice of the Customer and using this insight to drive real improvements is critical to transforming the customer experience. Leading VoC platforms are embracing artificial intelligence to deliver detailed, scalable VoC analysis. How does AI help and what should you be looking for in AI-based VoC systems?
Look in almost any industry sector and you’ll notice that the way software applications are deployed has changed radically with the rise of the Cloud. And this is just as true in the Customer Experience (CX) market. For those considering a move from on-premise to SaaS here are the 5 key advantages…
Choosing the right customer experience platform for your company starts with a comprehensive, clear Request for Proposal (RFP). Here’s what you need to include in order to drive future CX success...
Telecoms is central, even essential, to our lives. Creating a superior customer experience is a vital differentiators for operators – how good are they at delivering multichannel service to users?
When it comes to the contact center, there is a clear link between happy agents and overall performance. How can you use your CX technology to make it easier for agents to operate effectively and happily?
Given its importance, most organizations measure customer satisfaction, normally through Voice of the Customer (VoC) surveys. However, often these only provide topline data, showing you what is happening, but not the why. How can brands change this using AI?
By 2021, 15% of all customer service interactions will be completely handled by AI, according to Gartner. At the same time though, it’s important not to forget the human element in customer experience. How do you balance the two?
Given the importance of customer experience and customer service, organizations understand that they need to use technology wisely to help them deliver consistent, high quality and efficient service that meets consumer needs, whichever channel they use to make contact. But with a wide range of solutions on the market, what should you look out for in a CX platform?
Constant improvement is key to meeting customer service needs and differentiating your business from rivals. In the first of a new series of posts on optimizing CX with Eptica, we’re going to share training and advice to help maximize efficiency and customer satisfaction.
Everyone talks about the importance of the customer experience – from CEOs downwards. But what does it actually mean, and how does it impact your business? Based on Gartner’s definition, here are 5 key points to understand...