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.
Trends & Markets
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.
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.
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.
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.
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.
Everyone involved in customer experience knows that customers are becoming more demanding, and are continually expecting more. They want quality conversations with brands if they are to remain loyal for the long term. This is equally true, whatever sector you operate in as shown by the findings of Eptica’s 2017 Insurance Customer Conversations study.
The insurance sector has experienced dramatic disruption in the wake of the digital revolution, with nearly 80% of customers now preferring to purchase insurance products via digital channels according to research by Bain. How are insurers responding?
Artificial intelligence (AI) is currently the hottest topic in customer experience, with brands exploring how they can use digital technology such as chatbots to deliver the fast, accurate and personalized service that consumers demand. AI will radically change how customer service teams operate, with Gartner predicting that it will disrupt the jobs of 1 million phone-based customer support agents...
This week’s Gartner Customer Experience & Technologies Summit (10-11th May 2017) provides everyone in the sector with the perfect opportunity to take stock of the current state of customer experience – and to help CX teams to plan for the future.