UK brands struggling with digital customer experience

Published on: November 01, 2017
Author: Pauline Ashenden - Marketing Manager

The rapid rise of digital channels and mobile devices means it’s easier than ever for consumers to engage and ask questions of brands they want to do business with. But many companies – and even whole industry sectors - are struggling to cope with the sheer volume of customer contacts and queries, according to the 2017 Eptica Multichannel Customer Conversation Study

Turning customer experience into competitive advantage

Published on: October 25, 2017
Author: Pauline Ashenden - Marketing Manager

Customer experience is becoming the primary differentiator for brands, whatever industry they are operating in. At a time when competition is ever-increasing, the experience that consumers receive is central to attracting and retaining their business, and therefore to the company bottom line. It has never been easier to switch supplier – and consumers are happy to vote with their feet.

The importance of security and GDPR to the digital customer experience

Published on: October 18, 2017
Author: Pascal Gauvrit - CTO

Thanks to the rise of digital channels, brands now possess large amounts of personal data on their customers. Protecting this sensitive information is obviously vital, and will become even more important thanks to the EU's new General Data Protection Regulation (GDPR).

Balancing the human and the digital in customer experience

Published on: October 11, 2017
Author: Pauline Ashenden - Marketing Manager

Noted expert on customer experience, Régine Vanheems explains the challenges that brands face when it comes to digital CX, and how technology can help overcome them.

National Customer Service Week: The opportunity of Artificial Intelligence

Published on: October 04, 2017
Author: Pauline Ashenden - Marketing Manager

We’re now part way through National Customer Service Week (NCSW), which provides the industry in the US and UK with the chance to take stock, celebrate success and share best practice. However, as well as celebrating current successes, NCSW provides a chance to pause and to look forward - what will customer service be like in the future?

3 reasons why multichannel customer service is important to NHS BSA

Published on: October 06, 2017
Author: Pauline Ashenden - Marketing Manager

NHS Business Services Authority provides a range of critical central services to NHS organisations, NHS contractors, patients and the public. Delivering the highest levels of service efficiently is at the heart of its strategy. Watch this video...

Bridging the chat gap in customer experience

Published on: September 27, 2017
Author: Pauline Ashenden - Marketing Manager

Given its ability to deliver real-time, two way customer conversations, it is no surprise that chat has become a key channel for consumers looking to interact with brands. Yet, while chat’s time has come, there is a growing gap between the experience that brands provide and consumer expectations.

How AI can deliver a personalized and predictive customer experience

Published on: September 20, 2017
Author: Pascal Gauvrit - CTO

Customers are ever-more demanding, and want fast, high quality and above all personalized service from the organizations that they deal with. For example, more than 45% of APAC customers rate personalized services among the top three aspects defining better customer experience (CX), while 70% expect organizations to treat them uniquely, according to analysis from Frost & Sullivan.

Taking the 10 steps to CX differentiation

Published on: September 13, 2017
Author: Olivier Njamfa - CEO & Co-Founder

Do you really know what your customers think of the experience your business is delivering? At this year’s Gartner Customer Experience & Technologies Summit , analyst Ed Thompson explained that there is often a wide gap between what consumers expect and what companies are delivering, while outlining 10 steps to improving CX.

The changing face of UK customer experience

Published on: September 06, 2017
Author: Pauline Ashenden - Marketing Manager

Neil Titcomb, Regional Sales Director Northern Europe at Eptica explains how the UK customer experience market is changing and how Eptica is working with organisations to help them transform their digital customer service.

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