conversation

The 4 barriers to meaningful consumer conversations

Published on: January 30, 2019
Author: Anne-Claire Bellec - Marketing Director

The reasons that consumers remain loyal to brands goes beyond factors such as product range and price. Essentially, consumers want to have meaningful conversations with brands, in the same way that they would have with their family and friends. How can companies achieve this and drive loyalty?

Why brands need to focus on conversational CX platforms

Published on: September 11, 2018
Author: Anne-Claire Bellec - Marketing Director

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...

Are telecoms operators connecting to digital customer experience?

Published on: August 08, 2018
Author: Pauline Ashenden - Demand Generation Manager

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?

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.

UK brands struggling with digital customer experience

Published on: November 01, 2017
Author: Pauline Ashenden - Demand Generation Manager

The rapid rise of digital channels and mobile devices means it’s easier than ever for consumers to engage and ask questions of brands they want to do business with. But many companies – and even whole industry sectors - are struggling to cope with the sheer volume of customer contacts and queries, according to the 2017 Eptica Multichannel Customer Conversation Study

37 billion reasons to improve customer experience

Published on: March 01, 2017
Author: Angus Prentice - Senior Sales Manager

Ahead of next week's Institute of Customer Service (ICS) annual conference, new research spells out the enormous cost of poor service to brands. Figures from the UK’s Ombudsman Service found that it registered 55 million complaints over the last 12 months - costing UK businesses £37 billion as customers vote with their feet and move to alternative suppliers.

Why the future of digital CX requires the death of the ticket

Published on: February 14, 2017
Author: Steve Nattress

When companies began using digital channels for customer service, they needed a way of keeping track of every incoming query so that they could ensure that they were handled effectively and responses dispatched in a timely manner. To achieve this they adopted a service/help desk concept - but this is no longer enough for consumers...

Why technology needs to support the human element of CX

Published on: February 01, 2017
Author: Guest author: Régine Vanheems

Customer behavior has changed more in the last twenty years than in the previous twenty centuries! When the internet arrived, many thought that digitalization would remove the need for physical contact. However, in reality, this hasn’t been the case - consumers evolved, adopting technology to become autonomous, but didn’t abandon the real world...

Digital disruption in insurance – why it is all about service

Published on: September 21, 2016
Author: Chris Eideh - North American Sales Executive

Over the past few years we’ve seen whole industries transformed thanks to digital technology. From publishing to retail to transportation, new entrants have shaken up mature markets, and unseated existing leaders through innovative business models.Recent research from Fujitsu points to insurance being next in line for digital disruption.

Bringing light to digital customer service

Published on: August 10, 2016
Author: Steve Nattress

Imagine having a conversation in a pitch black room. You can’t see the person you are talking to and their tone of voice shows no emotion at all. You can’t tell if they are happy, angry or sad, or even why they are talking to you. You might as well be talking to a robot. Building empathy – or even understanding them clearly – is almost impossible.Sound far-fetched? For most...

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