AI

The 6 key challenges to successful self-service – and how to overcome them

Published on: February 06, 2018
Author: Sylvain Maugard - Product Manager

Today’s connected consumers have high expectations of the brands they deal with. They want fast access to information, through their channel of choice. No wonder that both consumers and companies are turning to online self-service systems. But many are failing to deliver – here are 6 reasons why.

The Year of Humanity: Putting the customer first in 2018

Published on: January 31, 2018
Author: Pauline Ashenden - Demand Generation Manager

Amidst all the talk of artificial intelligence, chatbots and the Internet of Things transforming the relationship between brands and consumers, it is easy to forget the vital importance of the human element to successful customer service. How can you balance both?

Understanding your customers to transform CX

Published on: January 24, 2018
Author: Olivier Njamfa - CEO & Co-Founder

Organizations understand the importance of the experience they provide to winning and retaining customers, building brand reputation and their overall financial success. High profile CX issues all demonstrate the impact that a poor experience has on reputation and revenues. And, while well-publicized cases may make the news, it is smaller, more individual problems that cause customers to switch.

5 ways to get your email customer service ready for 2018

Published on: January 17, 2018
Author: Pauline Ashenden - Demand Generation Manager

Despite the rise of new channels such as social media, email is still the number one digital channel for customer service, making up an average of 20.5% of incoming interactions to customer service teams. So how can organizations respond quickly, accurately and efficiently?

Delivering an AI-powered customer experience at Birmingham City Council

Published on: January 09, 2018
Author: Neil Cox - Account Manager

Local authorities across the UK are under constant pressure to increase efficiency and productivity, while delivering a high quality experience to the public. Birmingham City Council (BCC) is a prime example of an authority that is successfully transforming how it delivers customer experience.

What were the key CX trends in 2017?

Published on: December 20, 2017
Author: Pauline Ashenden - Demand Generation Manager

As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months. What were the hot topics and what were the major changes in the market? Based on the topics covered in the Eptica blog that received the most interest, we’ve put together a top 7 posts from across 2017.

Putting the customer first this Christmas

Published on: December 13, 2017
Author: Anne-Merete Jensen - Senior Business Consultant

The run up to Christmas is both the busiest time of year for most brands and the most stressful for consumers. So it is no surprise that consumers become more demanding of the brands that they deal with during this time. How can they cope?

Meeting the CX needs of the connected consumer

Published on: December 06, 2017
Author: Steve Nattress

We live in the age of the connected consumer. Everyone understands the huge amount of time people spend on their mobile devices, such as smartphones and tablets – there is even a term (Nomophobia), describing the increased anxiety we feel when we are away from our mobile. What does this mean for customer experience and customer service?

The 5 rules of Retail Christmas Customer Experience

Published on: November 22, 2017
Author: Pauline Ashenden - Demand Generation Manager

As we approach Christmas, the festive shopping season is moving into top gear. At the same time as they are looking for bargains, consumers also want to make their shopping experience as simple, hassle-free and quick as possible.

Turning customer experience into competitive advantage

Published on: October 24, 2017
Author: Pauline Ashenden - Marketing Manager

Customer experience is becoming the primary differentiator for brands, whatever industry they are operating in. At a time when competition is ever-increasing, the experience that consumers receive is central to attracting and retaining their business, and therefore to the company bottom line. It has never been easier to switch supplier – and consumers are happy to vote with their feet.

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