Forrester

The 3 capabilities needed to empower customer service employees

Published on: July 08, 2015
Author: Anne-Merete Jensen - Senior Business Consultant

Employees are at the frontline of delivering the right experience to customers. No matter how strong your processes are, customer service comes down to the people who provide it. Staff who fail to show empathy or, even worse, are rude or sound bored risk damaging your brand and hitting customer loyalty. In comparison, agents who go the extra mile, being helpful...

International customer experience: comparing the UK and France

Published on: July 03, 2015
Author: Olivier Njamfa - CEO & Co-Founder

Earlier this year Eptica released the 2015 UK Multichannel Customer Experience Study. Covering 10 sectors, it researched the strength of the customer experience delivered by 100 leading brands across the web, email, Twitter and chat channels. Some of the key findings were that:On average UK companies could answer less than half (48%) of all questions as...

Do you need a Chief Customer Officer?

Published on: June 26, 2015
Author: Pauline Ashenden - Demand Generation Manager

Customers are becoming ever-more demanding, across every channel, while competition has never been fiercer. All of these factors mean that the customer experience is now central to winning and retaining business for organizations of all sizes. Customer service is now everyone’s job, from the CEO downwards. But who should be in overall charge of ensuring that the organization...

Looking across the Atlantic to improve customer experience

Published on: April 24, 2015
Author: Dharmesh Ghedia

Benchmarking against competitors and leaders in other sectors is all part of improving customer experience. However we live in an increasingly global marketplace, meaning that organizations need to learn from leaders across the world if they are to thrive. Obviously ideas have to match local cultures and expectations, but by scouring the globe for new ways of interacting with customers, compa...

Can companies meet rising customer expectations?

Published on: March 18, 2015
Author: Robin Tandon - Senior Product Marketing Director

Think like a customer and value their time if you want to win and retain their business. These are the headline findings of recent research from Forrester, which looked at changing customer expectations and channel preferences.

The continuing rise of self-service

Published on: February 04, 2015
Author: Dharmesh Ghedia

In a world that continues to get busier, customers increasingly value convenience and speed when interacting with companies. Whether it is buying from a local shop because it is easier than getting in the car and driving to an out of town supermarket, or banking via a smartphone or tablet, people want a seamless experience that minimizes the time they need to spend on activities.

Why improving email performance is vital for customer service success

Published on: January 23, 2015
Author: Pauline Ashenden - Demand Generation Manager

Delivering superior customer service is an increasing challenge for all. Companies need to cover more and more channels while meeting continually growing demands from consumers, often with no corresponding increase in budgets. No wonder that the temptation can be to re-allocate scarce resources away from traditional channels such as email in order to focus more heavily on the likes of social media...

Looking back – key trends from the Eptica blog in 2014

Published on: January 14, 2015
Author: Pauline Ashenden - Demand Generation Manager

2014 was an extremely busy year in the customer experience market. The combination of more demanding consumers, new contact channels and increased regulation drove innovation and increased investment in customer service departments as organisations aimed to differentiate themselves from competitors and boost revenues. This increased focus translated into record numbers of visitors to the Epti...

What does 2015 hold for customer experience?

Published on: January 07, 2015
Author: Pauline Ashenden - Demand Generation Manager

The New Year always bring a plethora of predictions as companies and analysts look at what is likely to happen in the next twelve months across the customer experience market.

Maintaining customer service levels at the busiest times of the year

Published on: November 28, 2014
Author: Pauline Ashenden - Demand Generation Manager

One of the most frustrating experiences for consumers is calling a company with a query and being met with a recorded message saying 'we are experiencing high call volumes at present, please hang up and try later'. Frustration can boil over into anger if they receive the same message on numerous occasions, particularly if it includes the advice to check the company website for information ...

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