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.
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.
Text analytics is at the heart of successfully using Artificial Intelligence in customer experience, with Natural Language Processing (NLP) used to extract meaning from written messages. How does it work and how do you benefit from it?
Today's always connected, mobile-savvy consumers have rising expectations of the experience they receive from brands. Social media and in particular instant messaging apps are central to this, with brands increasingly making them part of the customer experience.
Planning ahead is central to retail success, which is why during the summer months many retailers are already preparing for the Peak festive shopping season. Given the importance of customer experience to sales success, optimizing CX is high on the list of priorities. So how can you ensure that your customer experience helps you have a Happy Christmas?
Getting the technology right is an important aspect of delivering on your customer experience (CX) goals. But any investment in new technology will be competing against multiple other disciplines for budget and management time. Building a strong business case is therefore essential.
The public sector faces key challenges around customer experience - it needs to continually become more efficient, citizen expectations are continually rising and individual public sector bodies are often extremely complex, offering a wide range of services.
In today’s ultra-competitive world, senior managers understand the importance of customer experience to corporate success. 72% of companies surveyed by Forrester said improving customer experience was their top business priority, while in Gartner research, CEOs listed customers as their second biggest focus, ahead of workforce, and just behind growth. Commenting on the study, Gartner Fellow ...
Everyone involved in customer experience knows that customers are becoming more demanding, and are continually expecting more. They want quality conversations with brands if they are to remain loyal for the long term. This is equally true, whatever sector you operate in as shown by the findings of Eptica’s 2017 Insurance Customer Conversations study.
As in many industries, the insurance sector is experiencing radical changes due to digital transformation with more and more consumers wanting to use digital channels to interact with insurers. At the same time customers are becoming more demanding and less loyal when buying policies.