Could you be doing more to understand your customers?
Published on: October 02, 2019
We look at the importance of insight to customer service excellence, highlighting the three areas that brands need to focus on for success...
AI
How Crédit Agricole Consumer Finance is uncovering the hidden “why” behind the customer experience
Published on: September 04, 2019
Brands know that getting a better understanding of their customers and their journey is key to creating a winning customer experience strategy. Read how Crédit Agricole Consumer Finance has transformed its Voice of the Customer programme and is gaining deeper insight with vecko by Eptica…
Why customer service is key to building brand trust
Published on: August 29, 2019
As the Summer holidays come to an end, it’s the perfect time to highlight the importance of service and experience to business success. Ahead of National Customer Service Week, we’ll be looking at key areas for customer service, starting with trust.
Why it is time to check your chat solution is meeting customer needs
Published on: August 21, 2019
Chat is fast becoming a mainstream channel when it comes to customer service. However, while adoption has increased, so have customer expectations – this post outlines 5 features you should look for from your chat solution in order to drive success.
Why closing the loop is vital to Voice of the Customer success
Published on: August 07, 2019
Gaining real value from your Voice of the Customer (VoC) program requires not just collecting insight, but ensuring that all relevant teams across the business have access to this intelligence, and can then act on it. This is not always easy with traditional VoC approaches. Here are 4 ways you can ensure you successfully close the loop…
Why the future of customer service is AI and humans together
Published on: July 31, 2019
Since AI moved center stage, commentators have been queuing up to voice their concerns about its negative impact on people and jobs. However, CX success means balancing humans and technology – as the latest Forrester research explains…
Empowering agility through AI-based Voice of the Customer programs
Published on: July 17, 2019
Every industry is facing greater competition and a need to react more quickly to customer needs, often in real-time. How can marketers become more agile, particularly when it comes to understanding and acting on customer insight more rapidly?
5 ways training can transform your customer service
Published on: June 19, 2019
Customer service and customer experience need to be constantly improving in order to meet rising customer expectations. Yet staff turnover in contact centers can mean knowledge and best practice can be missing – here are 5 ways that training can help…
11 Tips to Ensure You Achieve ROI from Your VoC Program
Published on: June 12, 2019
Brands have been running Voice of the Customer programs for years, but customer experience has generally not improved. How can brands make sure that their VoC programs deliver ROI?
Why Knowledge is power
Published on: June 05, 2019
Today’s consumers demand more from the customer experience than in the past, including asking more detailed questions covering a wider range of issues than ever before. This means effectively managing your knowledge is vital – here are 4 ways you can successfully deliver the right answers to your customers across every channel.