Trends & Markets

4 artificial intelligence concepts you need to know if you work in customer experience

Published on: March 22, 2017
Author: Pascal Gauvrit - CTO

Following last week’s blog introducing artificial intelligence (AI) and explaining the difference between bots and chatbots, in my next two posts I want to explore the types of AI and how they can be applied in customer experience. Firstly, here are four key terms that you need to know

Chatbots and bots - what they mean for customer experience

Published on: March 15, 2017
Author: Pascal Gauvrit - CTO

Talk of artificial intelligence and chatbots is currently everywhere in the customer experience market, with analysts, commentators and vendors all discussing the benefits that this type of technology can provide to brands and their customers. But what do the terms bot, chatbot and artificial intelligence actually mean – and how can they improve your customer experience?

Bridging the communication gap between humans and machines

Published on: March 08, 2017
Author: Pascal Gauvrit - CTO

Customers today want fast answers to their questions and to have a seamless, informed conversation with companies, whatever their request might be. This is especially true in Asia Pacific, with research finding that APAC consumers are far ahead of those in other regions.

Building a strong customer-focused service culture

Published on: February 21, 2017
Author: Anne-Merete Jensen - Senior Business Consultant

Customer service and customer experience now involves the entire organization, and to be successful companies have to build a strong culture that embraces the right systems, processes and technology to empower staff and ensuring they have meaningful, empathetic conversations with customers. But how do you achieve this?

Moving to the 3Cs model for CX: Conversational, collaborative & cognitive platforms

Published on: February 08, 2017
Author: Olivier Njamfa - CEO & Co-Founder

Companies and their CEOs understand that the world is changing rapidly when it comes to winning, satisfying and retaining customers. Consumers are now more demanding than ever before, across a greater number of channels, and they increasingly focus on the experience they receive when deciding which companies to buy from.

Why technology needs to support the human element of CX

Published on: February 01, 2017
Author: Guest author: Régine Vanheems

Customer behavior has changed more in the last twenty years than in the previous twenty centuries! When the internet arrived, many thought that digitalization would remove the need for physical contact. However, in reality, this hasn’t been the case - consumers evolved, adopting technology to become autonomous, but didn’t abandon the real world...

The 5 trends brands need to address for improved customer service

Published on: January 25, 2017
Author: Pauline Ashenden - Demand Generation Manager

The latest Institute of Customer Service (ICS) UK Customer Satisfaction Index (UKCSI) has a positive message for everyone involved in customer service. Overall, consumer satisfaction has risen to 77.8, up 0.8 compared to January 2016, marking the fourth straight improvement in results. Satisfaction is at its highest since July 2013...

Capturing emotion for a better customer experience

Published on: January 19, 2017
Author: Pauline Ashenden - Demand Generation Manager

The original aim of customer service was relatively transactional – a consumer made a query, an answer was provided by the company, the customer was satisfied and the interaction was completed. However, in today’s competitive markets this is no longer enough to win and retain customer loyalty....

What were the top customer service trends of 2016?

Published on: January 12, 2017
Author: Pauline Ashenden - Demand Generation Manager

As we move into 2017, now is a good time to review last year and use the insight to plan for the future. What were the big trends and how will they evolve moving forward? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback.

Consistency must be the customer service buzzword in insurance

Published on: January 05, 2017
Author: Chris Eideh - North American Sales Executive

Providing consistent accurate information when responding to queries is one of the key elements of good customer service. This is particularly important within regulated sectors such as insurance where - to avoid risk and ensure compliance - you need to be able to demonstrate that you provided customers with the same, approved information however they made contact.

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