AI

National Customer Service Week: The opportunity of Artificial Intelligence

Published on: October 04, 2017
Author: Pauline Ashenden - Demand Generation Manager

We’re now part way through National Customer Service Week (NCSW), which provides the industry in the US and UK with the chance to take stock, celebrate success and share best practice. However, as well as celebrating current successes, NCSW provides a chance to pause and to look forward - what will customer service be like in the future?

Bridging the chat gap in customer experience

Published on: September 27, 2017
Author: Pauline Ashenden - Demand Generation Manager

Given its ability to deliver real-time, two way customer conversations, it is no surprise that chat has become a key channel for consumers looking to interact with brands. Yet, while chat’s time has come, there is a growing gap between the experience that brands provide and consumer expectations.

How AI can deliver a personalized and predictive customer experience

Published on: September 20, 2017
Author: Pascal Gauvrit - CTO

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.

How text analytics delivers customer experience value

Published on: August 30, 2017
Author: Pascal Gauvrit - CTO

Text analytics is at the heart of successfully using Artificial Intelligence in customer experience, with Natural Language Processing (NLP) used to extract meaning from written messages. How does it work and how do you benefit from it?

Customer service expectations – comparing Asia and the West

Published on: July 19, 2017
Author: Vincent Giraud - Business Development Manager

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.

Are insurance companies meeting the CX quality expectations of today’s consumers?

Published on: July 12, 2017
Author: Angus Prentice - Senior Sales Manager

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.

Driving digital transformation within insurance

Published on: July 05, 2017
Author: Pauline Ashenden - Demand Generation Manager

As in many industries, the insurance sector is experiencing radical changes due to digital transformation with more and more consumers wanting to use digital channels to interact with insurers. At the same time customers are becoming more demanding and less loyal when buying policies.

Transforming customer experience to survive

Published on: June 28, 2017
Author: Pauline Ashenden - Demand Generation Manager

When it comes to the service they receive, consumer expectations continue to rise dramatically. They want a higher quality experience and faster, more accurate service from every organization they contact, through whatever channel they choose.

Artificial intelligence and the rise of augmented agents in customer experience

Published on: May 31, 2017
Author: Pascal Gauvrit - CTO

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...

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