Trends & Markets

The changing face of European Customer Experience

Published on: November 29, 2017
Author: Olivier Njamfa - CEO & Co-Founder

How good are European companies at delivering the customer experience that consumers demand? The latest Forrester research paints a mixed picture, with companies in the UK, France and Germany all lagging behind the United States. The recently released Forrester 2017 European Customer Experience Indexes found that CX worsened in the UK and stayed poor in France.

UK brands struggling with digital customer experience

Published on: November 01, 2017
Author: Pauline Ashenden - Demand Generation Manager

The rapid rise of digital channels and mobile devices means it’s easier than ever for consumers to engage and ask questions of brands they want to do business with. But many companies – and even whole industry sectors - are struggling to cope with the sheer volume of customer contacts and queries, according to the 2017 Eptica Multichannel Customer Conversation Study

Balancing the human and the digital in customer experience

Published on: October 11, 2017
Author: Pauline Ashenden - Demand Generation Manager

Noted expert on customer experience, Régine Vanheems explains the challenges that brands face when it comes to digital CX, and how technology can help overcome them.

National Customer Service Week: The opportunity of Artificial Intelligence

Published on: October 04, 2017
Author: Pauline Ashenden - Demand Generation Manager

We’re now part way through National Customer Service Week (NCSW), which provides the industry in the US and UK with the chance to take stock, celebrate success and share best practice. However, as well as celebrating current successes, NCSW provides a chance to pause and to look forward - what will customer service be like in the future?

How AI can deliver a personalized and predictive customer experience

Published on: September 20, 2017
Author: Pascal Gauvrit - CTO

Customers are ever-more demanding, and want fast, high quality and above all personalized service from the organizations that they deal with. For example, more than 45% of APAC customers rate personalized services among the top three aspects defining better customer experience (CX), while 70% expect organizations to treat them uniquely, according to analysis from Frost & Sullivan.

The changing face of UK customer experience

Published on: September 06, 2017
Author: Pauline Ashenden - Demand Generation Manager

Neil Titcomb, Regional Sales Director Northern Europe at Eptica explains how the UK customer experience market is changing and how Eptica is working with organisations to help them transform their digital customer service.

Instant messaging and its place in the customer experience

Published on: August 23, 2017
Author: Steve Nattress

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.

How to build a business case for a CX technology project

Published on: August 09, 2017
Author: Pauline Ashenden - Marketing Manager

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.

Transforming customer experience in local authorities

Published on: August 01, 2017
Author: Pauline Ashenden - Marketing Manager

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.

Customer service expectations – comparing Asia and the West

Published on: July 19, 2017
Author: Vincent Giraud - Business Development Manager

Across the world consumer expectations are continually rising when it comes to the service they receive from organizations. However, there are still significant differences between what consumers demand in different regions and cultures. All of these differences affect what local customers expect – and therefore the levels of service they receive.

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