subheader

Press clippings

You are here

Computer Weekly

April 2017

Less than 8% of retailers respond to customer queries across all channels

RetailCustomerExperience

April 2017

UK retailers not delivering on customer experience, claims report

BizReport

March 2017

Reality of online retail service experience 'average'

Internet Retailing

March 2017

How the UK customer experience might be improved

Fashion Network

March 2017

Chat and email rule for customer queries but too many stores lag on reply speed

Contact Centres

March 2017

UK Retail Customer Experience Failing To Improve?

INFO FCGB

March 2017

Creating Meaningful Conversations

Forbes

January 2017

Ten Customer Service And Customer Experience Trends For 2017

INFO FCGB

January 2017

AI is getting more human

MyCustomer

November 2016

Which supermarket is the social customer service leader?

Engage Customer

November 2016

UK insurers beat those in the US for Digital Customer Experience

Insurance Post

October 2016

Insurers struggling to adapt to digital channels, leaving millennials in the dark

BizReport

October 2016

U.S. insurers fail to offer digital customer experience

Loyalty 360

October 2016

U.S. Insurance companies fail to deliver on digital customer experience

Forbes

October 2016

Six Ways To Avoid Social Media Customer Service Failure

Insurance Business

October 2016

Morning Briefing: US insurers stuck in an analog world says study

Canadian Underwriter

October 2016

U.S. insurers failing to deliver on digital customer experience: study

INFO FCGB

August 2016

Email beats web for insurance customer service

Insurance Post

July 2016

Digital: Using social media to engage customers

Only Strategic

May 2016

Leading UK insurers need to improve responses to Social Media enquiries

MyCustomer

April 2016

UK retail customer experience – stuck in a rut?

BizReport

April 2016

UK insurers performing well on email, not social, for customer service

MediaPost

April 2016

Brands' Choice: Respond To Emails, Or Pay To Recruit New Customers

ShopSafe

March 2016

Retailers offer best online customer service via Facebook

RetailCustomerExperience

March 2016

Facebook, email top customer service channels in U.K.

Customer Service Guru

March 2016

Facebook is the UK’s Favourite Customer Service Channel

Retail Systems

March 2016

Retailers ‘inconsistent’ on social media queries

Engage Customer

March 2016

Facebook and Email beat Twitter for Retail Customer Service in the UK

FashionMag.com

March 2016

Facebook named most accurate digital channel for customer service

Retail Technology Review

March 2016

Retailers must merge channels to deliver seamless customer service

Inc.

March 2016

Research Shows Challenges of Using Social Media for Customer Services

Econsultancy

March 2016

12 intriguing digital marketing stats from the past week

BizReport

March 2016

Study: Social beats email for customer service

MediaPost

February 2016

Companies Fail To Respond To Customer Emails

CMS Wire

January 2016

Why Are You Ignoring Angry Customers?

CallCentre.co.uk

December 2015

Making customer service part of everyone’s role

eMarketer

December 2015

Room for Improvement in Retailers' Social Customer Service; Response rates are above average on Facebook

Engage Customer

December 2015

Shoppers Unimpressed With Festive Retail Experience

EssentialRetail

December 2015

Letter from America: A post-mortem on round one of Christmas shopping

Loyalty 360

December 2015

Consumers Expect More from Holiday Customer Experience

1to1 Media

December 2015

3 Ways to Keep Customers Shopping In Stores During the Holidays

RetailCustomerExperience

December 2015

U.K, U.S. consumers not thrilled with online holiday shopping experience

warc

December 2015

Holiday retail experience underwhelms

Fierce Retail

December 2015

23% of shoppers buy on mobile in stores

Retailing Today

December 2015

Holiday service leaves shoppers not so happy

BizReport

December 2015

Customer service experience not living up to shoppers' expectations

Contact Centres

December 2015

Consumers Dissatisfied With Festive Retail Experience

Internet Retailer

December 2015

The UK’s newest shopping day, Black Friday, surges with nearly 36% online sales growth

Retail Dive

December 2015

U.S. Consumers Unhappy with Holiday Retail Customer Experience in Store and Online

Chain Store Age

December 2015

Study: Holiday service leaves shoppers not so happy

Forbes

November 2015

Retailers Failing When Using Social Media To Answer Complaints

TotalRetail

November 2015

Retailers Failing With Social Customer Service

uexpress

November 2015

Figuratively Speaking for November 15, 2015

RetailCustomerExperience

November 2015

Email beats out social network tools in consumer communications

4Hoteliers

November 2015

Email delivers the fastest and most accurate customer service in retail

Call Centre Helper

November 2015

Social Media Response Time, Are You Fast Enough?

1to1 Media

November 2015

Gaps in Customer Expectations and Service Delivery Prevail

RetailWire

November 2015

Why is social media not working for customer service?

The Mad Marketer

November 2015

Are customer service departments neglecting social media?

BizReport

November 2015

Holiday Roundup: Email beats social, shoppers don't like the creep

MediaPost

November 2015

Three-Quarters Surveyed In Retail Study Say Email Is Best Customer Service Channel

MyCustomer

November 2015

Social customer service: The best retailers just “get it”

ClickZ

November 2015

Is email the best channel for customer service?

Merca 2.0

November 2015

En atención al cliente, ¿es mejor el e-mail que las redes sociales?

InformationWeek

November 2015

U.S. retailers only answer 20% of questions sent through Twitter finds Eptica study

Contact Centres

November 2015

Email Beats Social Media As Best Channel

Business Today

October 2015

Social Service: More Customers Are Venting Complaints On Social Media

MyCustomer

September 2015

“Negative connotations” affecting insurance sector experience

Contact Centres

August 2015

Customer complaints and dealing with the rising numbers

Contact Centres

July 2015

Contact Centre Transform Into A Customer Experience Powerhouse

Internet Retailing

June 2015

UK retailers failing at customer service

Call Center Helper

June 2015

Where We Are Really at in Omni-Channel

Customer Experience Magazine

June 2015

How do UK insurers score for multichannel customer experience?

MyCustomer

May 2015

Insurers advised not to forget traditional channels when communicating with millennials

MyCustomer

May 2015

Eptica Positioned in Gartner Magic Quadrant for the CRM Customer Engagement Center

NetImperative

May 2015

CRM trends: Most consumers feel brands misunderstand them online

Marketing Tech

May 2015

Brands are losing customers thanks to language barriers and poor online responses

MyCustomer

May 2015

Insurance companies struggling to hit multichannel targets

Econsultancy

May 2015

10 most enlightening digital marketing stats from this week

Financial Newslink

May 2015

UK insurers failing to deliver multi-channel service to customers says survey

FS Tech

May 2015

Insurers ‘failing on multi-channel’

POST

May 2015

Insurers failing to deliver multi-channel customer service, study finds

Engage Customer

May 2015

UK insurers failing on multichannel customer service

Contact Centre News

April 2015

Eptica research finds multichannel customer service not improving

eCommerceWeek

April 2015

UK retailers improve their Twitter customer service

Call Centre Helper

April 2015

Social Customer Service Pioneers Make it Harder for Latecomers & Here’s Why…

Customer Experience Magazine

April 2015

Are Your Customers Omnichannel By Choice?

warc

March 2015

'Understanding gap' frustrates consumers

Engage Customer

March 2015

Four In Five Customers Will Switch After A Bad Digital Experience

Times Business Line

March 2015

The advantage of complaining in #ashtags

MicroScope

March 2015

Lack of research undermining the sales pitch

Contact Centre News

March 2015

Brands risk customer churn by failing to understand consumers on digital channels

Contact Center World

March 2015

Industry Research : UK Retailers Failing at Email Customer Service but Improving on Twitter

MyCustomer

March 2015

Gamification and customer service: How to make it the perfect combo

TMCnet

March 2015

Multichannel Customer Support Still Has a Long Way to Go in the UK

Forbes

March 2015

Is Customer Service Going To Get Worse Before It Gets Better?

MyCustomer

March 2015

Customer service departments leave 50% of online queries unanswered...

Contact Centre News

March 2015

UK brands are failing to improve the customer service they offer, according to a new study...

.rising

March 2015

Twitter overtakes email for fast, accurate customer service, says study

CRN Channel.web

March 2015

'Hashtag fail' for UK firms' online customer service

Contact Centres

March 2015

Eptica research sees Twitter overtake email for fast, accurate customer service...

RealBusiness

March 2015

Companies struggling to cope with multichannel customer service...

CallCenter.co.uk

February 2015

Seven tips on building a business case for customer service investment

Internet Retailing

January 2015

Monsoon and The Works use new technologies to boost customer experience

Retail Gazette

December 2014

Are retailers missing a trick online?

Contact Centre News

December 2014

Over half of UK shoppers can’t find basic information online

Internet Retailer

December 2014

UK e-retailers pay a price for failing to make information easy to find

MyCustomer Blog

July 2014

Has the web customer experience come of age?

MyCustomer

July 2014

UK retailers failing the secret social shopper quiz

Contact Centres

July 2014

Eptica accelerates growth in Q2

Internet Retailer

July 2014

E-mail still has the chops for customer service

CMS Wire

July 2014

Note to Marketers: We’re Not Waiting Any More

Contact Centre News

July 2014

UK retailers failing to deliver on Twitter, but improving email customer service

BizReport

June 2014

U.K. insurers' digital customer experience left wanting

FS Tech

June 2014

Insurers ‘struggling’ with social media

Engage Customer

June 2014

UK Insurers Failing To Deliver Channel Choice

MyCustomer Blog

May 2014

Consistency – the key to multichannel success

Contact Center World

May 2014

Eptica Positioned in Gartner Magic Quadrant for the CRM Customer Engagement Center

Contact Center News

May 2014

Eptica Positioned in Gartner Magic Quadrant for the CRM Customer Engagement Center

Call Center Helper

April 2014

Azzurri has added Eptica email and knowledge management to its portfolio...

Mycustomer

April 2014

Eptica accelerates growth with record first quarter revenues

CallCenter.co.uk

April 2014

What’s the current state of the UK customer experience

BizReport

March 2014

Twitter a 'dangerous game' for companies neglecting their presence

The Drum

March 2014

Only 39% of companies answer customer service questions asked through Twitter

Engage Customer

March 2014

Customers Heard On Twitter – But Often Ignored

Contact Center News

March 2014

Twitter least effective customer service channel for UK brands, according to new study

RealBusiness

March 2014

Twitter least effective customer service channel for UK brands...

Forbes

March 2014

Abandon Email As A Customer Service Channel At Your Peril