Lifting the gloom on the High Street

Published on: February 21, 2013
Author: Epticablog

Amidst all the bad news on the high street there is one bright spot when it comes to physical retailing – the shopping centre. Despite national figures that show 1 in 7 British shops are currently unoccupied, there is major growth in high end shopping centres that act as destinations for consumers. In fact rents are rising by 5-6% in larger centres with very few shops left empty and multiple...

Advancing linguistics for an improved customer experience

Published on: January 21, 2015
Author: Olivier Njamfa

As we’ve discussed in previous Eptica blog posts, companies need to be constantly innovating to meet the changing needs of consumers. Advanced technology, such as systems built on linguistics, which enable organisations to better understand the content and tone of digital interactions such as email, tweets and web chats, are therefore central to delivering a better experience and consequentl...

Eptica Positioned in Magic Quadrant for CRM Web Customer Service Applications

Published on: February 18, 2013
Author: Epticablog

Eptica has been named in Gartner’s February 2013 Magic Quadrant for CRM Web Customer Service (WCS) Applications, marking the third consecutive year that the company has been included in the Magic Quadrant which contains just 13 companies worldwide.This continued inclusion follows a year of accelerating growth for Eptica. In 2012 the company raised £5.7m in a new funding round from new ...

Water, water everywhere…….

Published on: May 18, 2012
Author: Epticablog

Water is a constant topic of conversation across the UK. We complain about having either too much or too little rain and currently seem to have the worst of both worlds, with the wettest drought on record.Leaving the weather aside, utilities in the water sector are now facing tougher sanctions if they don’t deliver excellent customer service. Industry regulator Ofwat has introduced the Servi...

The horse meat scandal and customer service

Published on: February 15, 2013
Author: Epticablog

With the discovery of horse meat within a number of processed foods, it is no exaggeration to say that the European food industry is facing one of its biggest challenges since the BSE epidemic. While horse meat itself is safe to eat (unless the horse had been treated with particular drugs), consumers believed they were buying beef-based ready meals and burgers from reputable suppliers and supermar...

How good are UK insurers at successfully delivering the online customer experience?

Published on: February 13, 2013
Author: Epticablog

Insurance is an industry that has been radically changed by the rise of the internet. The move online has increased competition, particularly with the growth of price comparison sites which have slashed margins and made customer loyalty a thing of the past. But moving to this new, multichannel, customer-centric and low margin world is proving to be a major struggle for many insurers still hampered...

Changing the skills mix in customer service

Published on: February 07, 2013
Author: Epticablog

When contact centres first opened they focused overwhelmingly on the telephone channel – indeed most were referred to as call centres for that very reason. As customer service has developed and become multichannel, email, web, chat and now social media have been added to the customer service mix, all normally handled by the same contact centre.However, the growth of multichannel service does...

Banks vs retailers in credit card customer service

Published on: February 06, 2013
Author: Epticablog

There are many similarities between banks and retailers. Both sectors have large, geographically spread branch/shop networks, and in many cases are facing the same challenge of balancing online and offline channels to meet changing consumer needs.As part of their strategy retailers have aggressively been moving into new markets – offering everything from insurance, bank accounts and telecoms...

Measuring brands on social customer service

Published on: February 01, 2013
Author: Epticablog

The need for customer service teams to embrace social media is growing, as more and more consumers use the likes of Twitter and Facebook to ask questions, complain and share their experiences of brands. In our own research we’ve seen that more and more UK companies are now making social media part of their strategy. The 2012 Eptica Multichannel Customer Experience Study found that 70% and 64...

Banking on change

Published on: January 30, 2013
Author: Epticablog

The UK banking industry has often been criticised for complexity, high charges and poor choice for consumers. From misselling Payment Protection Insurance (PPI) to IT problems at RBS/NatWest there have been a steady stream of issues that have weakened consumer confidence in the banking sector.Many have pointed to a lack of choice and the perceived difficulty of switching accounts as being responsi...

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