Customer Engagement Center

What is a customer hub? And why do you need one?

Published on: August 27, 2015
Author: Steve Nattress

When customer service first rose to prominence within organisations it was straightforward to define. It was a physical department, normally including a call centre, that dealt with all incoming customer communications (mainly via telephone and letter), and provided help and support. As the number of channels used by customers began to expand, the web, email...

The importance of customer experience to building a Digital Business

Published on: June 17, 2015
Author: Robin Tandon - Senior Product Marketing Director

Last week’s Gartner Customer Strategies & Technologies Summit in London provided a perfect opportunity to take the pulse of customer service and customer experience, and to look at future trends that companies need to start preparing for now. The two day event was certainly packed with presentations, and well attended by both vendors and end users, demonstrating the vital ...

Looking back – key trends from the Eptica blog in 2014

Published on: January 14, 2015
Author: Pauline Ashenden - Demand Generation Manager

2014 was an extremely busy year in the customer experience market. The combination of more demanding consumers, new contact channels and increased regulation drove innovation and increased investment in customer service departments as organisations aimed to differentiate themselves from competitors and boost revenues. This increased focus translated into record numbers of visitors to the Epti...

The Changing Face of Customer Technology

Published on: September 03, 2014
Author: Robin Tandon - Senior Product Marketing Director

From the contact centre to the web and mobile, technology is central to how organisations interact with their customers to deliver an enhanced experience. Consequently it seems hard to believe that the Customer Relationship Management (CRM) software market is now over 20 years old. The appetite for CRM software remains as healthy as ever. According to Gartner it is growing at an impressive 13.7% g...

Five projects to deliver Customer Engagement

Published on: June 25, 2014
Author: Robin Tandon - Senior Product Marketing Director

Engaging with customers is one of the key challenges facing businesses today. Building and maintaining strong relationships across multiple devices and channels requires a combination of reactive and proactive processes in order to meet the needs of demanding customers.Gartner has talked extensively about the Customer Engagement Center (CEC), the replacement for the Contact Centre that it believes...

The growth of CRM and CX – 3 trends according to Gartner

Published on: May 16, 2014
Author: Robin Tandon - Senior Product Marketing Director

Engaging successfully with customers is central to business success today. Therefore it is not a surprise that research from Gartner shows that the market for Customer Relationship Management (CRM) software grew by 13.7% globally last year, hitting $20.7 billion. Western Europe was the fastest growing region, with spending expanding by 15.2% between 2012 and 2013.Gartner highlighted three trends d...