INFO FCGB
July 2017
Discovery the new customer journey
BizReport
June 2017
Significant drop in digital customer service performance among UK insurers
InsurTech World
June 2017
Insurance customers expect more
Insurance Business
June 2017
UK insurers “failing to meet expectations”
The Digital Insurer
June 2017
UK insurance digital customer service worsening: 68% of queries left unanswered
Contact Centre News
May 2017
Eptica included in the 2017 Gartner Magic Quadrant for the CRM Customer Engagement Center
MyCustomer
April 2017
Mind the Retail Customer Experience Gap
Institute of Customer Service
April 2017
Channel-hopping challenges retailers
RetailCustomerExperience
April 2017
UK retailers not delivering on customer experience, claims report
Computer Weekly
April 2017
Less than 8% of retailers respond to customer queries across all channels
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.
Retail Systems
March 2016
Retailers ‘inconsistent’ on social media queries
Customer Service Guru
March 2016
Facebook is the UK’s Favourite Customer Service Channel
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
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
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
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
Merca 2.0
November 2015
En atención al cliente, ¿es mejor el e-mail que las redes sociales?
MyCustomer
November 2015
Social customer service: The best retailers just “get it”
ClickZ
November 2015
Is email the best channel for customer service?
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
Engage Customer
May 2015
UK insurers failing on multichannel customer service
FS Tech
May 2015
Insurers ‘failing on multi-channel’
POST
May 2015
Insurers failing to deliver multi-channel customer service, study finds
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
Contact Centre News
March 2015
Brands risk customer churn by failing to understand consumers on digital channels
Times Business Line
March 2015
The advantage of complaining in #ashtags
MicroScope
March 2015
Lack of research undermining the sales pitch
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
July 2014
UK retailers failing the secret social shopper quiz
MyCustomer Blog
July 2014
Has the web customer experience come of age?
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 News
May 2014
Eptica Positioned in Gartner Magic Quadrant for the CRM Customer Engagement Center
Contact Center World
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
RealBusiness
March 2014
Twitter least effective customer service channel for UK brands...
Contact Center News
March 2014
Twitter least effective customer service channel for UK brands, according to new study
Forbes
March 2014
Abandon Email As A Customer Service Channel At Your Peril
