Retailers don’t need reminding that the peak Christmas season is now upon us, with Black Friday and Cyber Monday already in full swing. Given the importance of Peak to retail success and ever-increasing competition, it is no exaggeration to say that this Christmas will be make or break for many companies. How can they ensure that they thrive?
Understanding what customers want is central to business success - we find out how Eptica is applying the same logic across its operations by interviewing Lenka Stoklaskova, Customer Success Manager....
Given the importance of understanding what consumers want, most brands focus heavily on listening to the Voice of the Customer (VoC). Research carried out for Eptica found that 78% of companies measure customer satisfaction, but that they struggle to get real value out of their programs. Here are 3 ways to deliver real value from Voice of the Customer insight....
Driven by budget pressures and rising expectations from citizens public sector organizations are currently undergoing a major change. They need to deliver more with less, but at the same time meet the needs of a more digitally-savvy audience. Achieving this relies on applying four key principles....
Customer service is changing dramatically, with the rise of artificial intelligence (AI) and automation leading more and more consumers to interact with brands through technologies such as self service. How will this impact the role of the customer service agent in the future?
Rising customer expectations mean the experience that brands provide is crucial to the bottom line. At a time when the volume of interactions is increasing, Eptica research explains how automation can help improve CX and productivity.
Delivering excellent customer service has never been more important to the bottom line. Ahead of National Customer Service Week we look at the key factors underpinning successful customer service today...
We live in a multichannel world. Consumers want to be able to contact brands through their channel of choice, whether it is email, social media, chat or over the phone. How can brands therefore ensure they are truly multichannel? We outline 4 ways to overcome the challenges…
Talk of artificial intelligence is everywhere. Gartner’s latest Hype Cycle focuses on AI’s impact, highlighting how conversational platforms will transform customer experience. Here are 4 benefits that they bring...
Understanding the Voice of the Customer and using this insight to drive real improvements is critical to transforming the customer experience. Leading VoC platforms are embracing artificial intelligence to deliver detailed, scalable VoC analysis. How does AI help and what should you be looking for in AI-based VoC systems?