Trends & Markets

So how did customer service perform in 2015?

Published on: January 22, 2016
Author: Pauline Ashenden - Demand Generation Manager

We’ve already covered the trends that have developed in customer service last year, and now is a good time to take stock and review the statistics on how customer service fared in 2015 – what went well, what went badly – and why...

Looking into the customer service crystal ball

Published on: January 20, 2016
Author: Robin Tandon - Senior Product Marketing Director

Having recently looked back on customer experience in 2015, what is predicted for the coming year? As always, leading analysts have provided their own thoughts and in this blog I’d like to look at trends highlighted by Forrester and Gartner.Kate Leggett of Forrester outlines 10 areas for focus in 2016, with these being 5 that she has shared through a recent blog...

Insurance, the Internet of Things and customer experience

Published on: January 15, 2016
Author: Derek Lewis

As a sector, insurance has already been heavily disrupted by the internet, with the vast majority of policies now researched, bought and renewed online, either directly or through third party aggregator sites. This has dramatically changed how insurers operate and increased the focus on the customer experience as companies look to engage with consumers and retain their business. According...

What were the key customer experience topics in 2015?

Published on: January 06, 2016
Author: Olivier Njamfa - CEO & Co-Founder

As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog.Looking through the posts that had the most...

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