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...
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?
Telecoms is central, even essential, to our lives. Creating a superior customer experience is a vital differentiators for operators – how good are they at delivering multichannel service to users?
Given its importance, most organizations measure customer satisfaction, normally through Voice of the Customer (VoC) surveys. However, often these only provide topline data, showing you what is happening, but not the why. How can brands change this using AI?
By 2021, 15% of all customer service interactions will be completely handled by AI, according to Gartner. At the same time though, it’s important not to forget the human element in customer experience. How do you balance the two?
Given the importance of customer experience and customer service, organizations understand that they need to use technology wisely to help them deliver consistent, high quality and efficient service that meets consumer needs, whichever channel they use to make contact. But with a wide range of solutions on the market, what should you look out for in a CX platform?
Everyone talks about the importance of the customer experience – from CEOs downwards. But what does it actually mean, and how does it impact your business? Based on Gartner’s definition, here are 5 key points to understand...
The internet is now the primary channel for most consumers when it comes to shopping, connecting with friends and families and communicating with brands. How can brands therefore deliver the online experience that consumers expect and demand?