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Why empathy is vital to successful customer service interactions
One of the biggest complaints consumers have when they raise an issue with a company is that customer service agents don’t show sufficient understanding or sympathy for their plight...

4 areas where VoC programmes need to change
Given the importance of customer experience to business success, it is no surprise that 78% of companies try to measure customer satisfaction, according to new Eptica research...

Listen up! Brands Ignoring Voice of the Customer, Research Reveals
The findings from Eptica show that just 24 percent of brands feel that existing measurements such as NPS, CSAT, and CES give them the deep insight they need to transform their business, and the experience they provide to customers....

Not Dealing With Failure Demand Is Hurting Your Customer Experience
Eptica's 2018 Customer Experience Automation Study estimates that inbound call enquiries into contact centers in the UK is costing brands over £4 billion every year.

Brands failing to listen effectively to the voice of the customer says new research
While over three quarters (78%) of brands now measure customer satisfaction, most admit to failing to get real business insight from listening to the Voice of the Customer...

How Automation Can Boost CX and Efficiency
Two interlinked trends are driving customer experience today. In an ever-more competitive, winner takes all world, brands understand the vital importance to the bottom line of engaging more deeply with their customers. At the same time,...

The best digital marketing stats we’ve seen this week
It’s a fascinating roundup of digital marketing stats this week, featuring just how much extra money data literate companies make, and how many paid brand collaborations are disclosed by influencers on social media...

CRM trends: Customers increasingly contacting brands as demand for chatbots grows
The average UK consumer now contacts organisations 9 times per month, equating to 463.5 million monthly contacts – which costs brands an estimated £1.227 billion per month to answer, according to new research...

UK customers now contact brands nearly half a billion times every month, costing organisations £1.227 billion.
New research highlights the growing volume of consumer queries that UK brands now need to handle, and the increasing cost this imposes on companies.

Are brands giving consumers the right answers?
Today’s brands understand the importance of delivering service that meets customer expectations. They recognise that a big part of this is about managing knowledge in order to deliver fast, consistent, personalised and accurate responses to questions...

C-suite career advice: tips for aiming at a c-level position
What was the most valuable piece of career advice that you received? This was given to me by someone I worked with when I was in the UK. He told me to always do what you like and enjoy, rather than being sidetracked into other things.

UK consumers demand better – or they’ll move to rivals
Providing more detailed, personalised answers to consumer questions on their channel of choice is now key to winning and retaining customers – but brands in the UK are failing to meet rising expectations.

UK consumers ‘demanding more detailed, personalised answers from brands’
Providing more detailed, personalized answers to consumer questions on their channel of choice are now key to winning and retaining customers – but brands in the UK are failing to meet rising expectations. 91% of consumers surveyed say this makes them...

Put knowledge at the heart of your CX or consumers shall move to rivals
91% of consumers surveyed by Eptica say not answering their questions satisfactorily annoys them and makes them less loyal, with 75% complaining that customer service agents don’t have the information needed to respond to their queries.

Consumers demand better & more detailed answers from brands
The research, part of the 2018 Eptica Knowledge Management Study, found that consumers have rising expectations. 88% want brands to be more transparent and provide more in-depth information, while nearly two thirds (65%) say their questions...

Consumers demand better answers from brands or they will move to rivals says new research
Providing more detailed, personalised answers to consumer questions on their channel of choice is now key to winning and retaining customers – but brands in the UK are failing to meet rising expectations...

Digital by Default News
Birmingham City Council turns to AI for customer service

Call Centre Helper
We Are in Denial About Omnichannel Engagement Being a Done Deal

Customer Experience Magazine
Firms Failing to Keep Up With Customer Questions

MyCustomer
Infographic: Brands failing to deliver on chat customer experience

Engage Customer
Brands failing to deliver on the CX with chatbots says new study

Internet Retailing
Consumers increasingly want to use chat for customer service

BizReport
Significant drop in digital customer service performance among UK insurers

The Digital Insurer
UK insurance digital customer service worsening: 68% of queries left unanswered

Contact Centre News
Eptica included in the 2017 Gartner Magic Quadrant for the CRM Customer Engagement Center

RetailCustomerExperience
UK retailers not delivering on customer experience, claims report

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

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

Engage Customer
UK insurers beat those in the US for Digital Customer Experience

Loyalty 360
U.S. Insurance companies fail to deliver on digital customer experience

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

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

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

Only Strategic
Leading UK insurers need to improve responses to Social Media enquiries

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

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

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

Customer Service Guru
Facebook is the UK’s Favourite Customer Service Channel

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

FashionMag.com
Facebook named most accurate digital channel for customer service

Retail Technology Review
Retailers must merge channels to deliver seamless customer service

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

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

1to1 Media
3 Ways to Keep Customers Shopping In Stores During the Holidays

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

BizReport
Customer service experience not living up to shoppers' expectations

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

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

4Hoteliers
Email delivers the fastest and most accurate customer service in retail

RetailCustomerExperience
Email beats out social network tools in consumer communications

The Mad Marketer
Are customer service departments neglecting social media?

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

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

Merca 2.0
En atención al cliente, ¿es mejor el e-mail que las redes sociales?

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

Business Today
Social Service: More Customers Are Venting Complaints On Social Media

MyCustomer
“Negative connotations” affecting insurance sector experience

Contact Centres
Contact Centre Transform Into A Customer Experience Powerhouse

Customer Experience Magazine
How do UK insurers score for multichannel customer experience?

MyCustomer
Insurers advised not to forget traditional channels when communicating with millennials

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

NetImperative
CRM trends: Most consumers feel brands misunderstand them online

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

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

Contact Centre News
Eptica research finds multichannel customer service not improving

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

Engage Customer
Four In Five Customers Will Switch After A Bad Digital Experience

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

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

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

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

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

RealBusiness
Companies struggling to cope with multichannel customer service...

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

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

CallCenter.co.uk
Seven tips on building a business case for customer service investment

Internet Retailing
Monsoon and The Works use new technologies to boost customer experience

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

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

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

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

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

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

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

BizReport
Twitter a 'dangerous game' for companies neglecting their presence

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

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