News

Which sectors do consumers trust most for CX?

Published on: May 15, 2019
Author: Pauline Ashenden - Marketing Manager

Our survey of consumers in the UK revealed that the level of trust people have in different types of organization varies considerably by sector. As you know, if consumers don’t trust in your brand then you risk undermining customer loyalty and damaging sales revenue. So, which sectors do consumers trust most?

Analyzing CX sentiment in 2019

Published on: April 12, 2019
Author: Pauline Ashenden - Marketing Manager

It’s been a busy few weeks in customer experience, with the Institute of Customer Service’s Annual Conference and the Call and Contact Centre Expo both happening in the UK. What do the events teach us about the state of UK CX?

How does CX impact brand trust?

Published on: March 21, 2019
Author: Olivier Njamfa - CEO & Co-Founder

Trust is central to any brand’s relationship with its customers. 9 out of 10 consumers will change supplier if they lose trust in a company. Yet brands are failing to build trust through basic customer service mistakes, according to the newly published 2019 Eptica Digital Trust study.

Google, the GDPR, customer experience and trust

Published on: March 13, 2019
Author: Pascal Gauvrit - CTO

The General Data Protection Regulation (GDPR) has had an enormous impact on every organization operating in the European Union. Yet, many organizations don’t seem to be fully compliant, with Google recently fined. What should brands be looking for from their suppliers when it comes to building trust around GDPR?

The 4 barriers to meaningful consumer conversations

Published on: January 30, 2019
Author: Anne-Claire Bellec - Marketing Director

The reasons that consumers remain loyal to brands goes beyond factors such as product range and price. Essentially, consumers want to have meaningful conversations with brands, in the same way that they would have with their family and friends. How can companies achieve this and drive loyalty?

Why 2019 is all about trust for brands and consumers

Published on: January 16, 2019
Author: Olivier Njamfa - CEO & Co-Founder

As we move into 2019, businesses are having to cope with unprecedented uncertainty. How can your brand win and retain consumer loyalty? It all comes down to trust – and these are the 5 foundations you need to start with.

Reviewing 2018 – our top 10 blog posts from the year

Published on: January 09, 2019
Author: Anne-Claire Bellec - Marketing Director

As we come back to work after the holiday season and settle into 2019, it’s a good time to review last year and what we’ve learned. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback. We hope you enjoy reading/re-reading them!

How good is Santa at Customer Experience?

Published on: December 18, 2018
Author: Pauline Ashenden - Marketing Manager

As we count down the days until Christmas, children all over the world are getting excited about the imminent appearance of Santa Claus, his reindeer, and his big sack of presents. But how good is his customer experience and what lessons can brands learn from him?

The importance of trust to customer experience in 2019

Published on: December 05, 2018
Author: Olivier Njamfa - CEO & Co-Founder

The balance of power between brands and consumers is shifting, with customers now wielding greater influence and control. This allows them to be more demanding and less loyal than ever before. But what makes these customers tick and how will their characteristics evolve? Here are five important traits that are likely to define the customer next year and beyond.

Why listening to your customers is vital to success this Christmas

Published on: November 20, 2018
Author: Anne-Claire Bellec - Marketing Director

Retailers don’t need reminding that the peak Christmas season is now upon us, with Black Friday and Cyber Monday already in full swing. Given the importance of Peak to retail success and ever-increasing competition, it is no exaggeration to say that this Christmas will be make or break for many companies. How can they ensure that they thrive?

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