Why the future of customer service isn’t just automation

Published on: February 28, 2018
Author: Pascal Gauvrit - CTO

The rise of artificial intelligence is leading many people to predict that the future of customer service will be driven by automation and technology, without the need for human agents to interact with consumers. However success will be more about balancing humans and technology in order to meet consumer needs.

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

6 trends that drive today’s consumers

Published on: February 14, 2018
Author: Olivier Njamfa - CEO & Co-Founder

Today, businesses know that they need to focus on constantly improving the experience they provide if they want to win and retain loyal customers. However, as well as looking at how they can deliver better service it is important to look up and understand the high level trends in society that are driving today’s consumers....

The 6 key challenges to successful self-service – and how to overcome them

Published on: February 07, 2018
Author: Sylvain Maugard - Product Manager

Today’s connected consumers have high expectations of the brands they deal with. They want fast access to information, through their channel of choice. No wonder that both consumers and companies are turning to online self-service systems. But many are failing to deliver – here are 6 reasons why.

The Year of Humanity: Putting the customer first in 2018

Published on: January 31, 2018
Author: Pauline Ashenden - Marketing Manager

Amidst all the talk of artificial intelligence, chatbots and the Internet of Things transforming the relationship between brands and consumers, it is easy to forget the vital importance of the human element to successful customer service. How can you balance both?

Understanding your customers to transform CX

Published on: January 24, 2018
Author: Olivier Njamfa - CEO & Co-Founder

Organizations understand the importance of the experience they provide to winning and retaining customers, building brand reputation and their overall financial success. High profile CX issues all demonstrate the impact that a poor experience has on reputation and revenues. And, while well-publicized cases may make the news, it is smaller, more individual problems that cause customers to switch.

5 ways to get your email customer service ready for 2018

Published on: January 17, 2018
Author: Pauline Ashenden - Marketing Manager

Despite the rise of new channels such as social media, email is still the number one digital channel for customer service, making up an average of 20.5% of incoming interactions to customer service teams. So how can organizations respond quickly, accurately and efficiently?

Delivering an AI-powered customer experience at Birmingham City Council

Published on: January 10, 2018
Author: Neil Cox - Account Manager

Local authorities across the UK are under constant pressure to increase efficiency and productivity, while delivering a high quality experience to the public. Birmingham City Council (BCC) is a prime example of an authority that is successfully transforming how it delivers customer experience.

What were the key CX trends in 2017?

Published on: December 20, 2017
Author: Pauline Ashenden - Marketing Manager

As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months. What were the hot topics and what were the major changes in the market? Based on the topics covered in the Eptica blog that received the most interest, we’ve put together a top 7 posts from across 2017.

Putting the customer first this Christmas

Published on: December 13, 2017
Author: Anne-Merete Jensen - Senior Business Consultant

The run up to Christmas is both the busiest time of year for most brands and the most stressful for consumers. So it is no surprise that consumers become more demanding of the brands that they deal with during this time. How can they cope?

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