Customer experience

Getting senior level buy-in for customer experience

Published on: October 08, 2014
Author: Pauline Ashenden - Demand Generation Manager

Senior management in today’s businesses are now much more aware of customer experience (CX) and what it means. However, while they may increasingly understand the term and grasp its importance, ensuring that they actively support programmes designed to change and improve the customer experience in their organisation can still be a challenge.What do you need to do to get senior management buy...

Celebrating 30 years of National Customer Service Week

Published on: October 01, 2014
Author: Pauline Ashenden - Demand Generation Manager

Whatever the industry, customers now have more choices than ever before. The balance of power between companies and consumer has shifted dramatically due to increased competition, the ability to share bad experiences instantly on social media as well as higher expectations of service. As a consequence, companies that have built their brands and reputations on rock solid customer service are flouri...

5 Areas to focus on for customer engagement

Published on: September 26, 2014
Author: Pauline Ashenden - Demand Generation Manager

This week’s Eptica Customer Day brought together customer service professionals from multiple sectors, enabling them to compare best practice and learn from each other.  It was also a great opportunity to tap into the experience that Eptica has gained working on multichannel customer experience strategies and implementations around the world. My thanks again to all those who attended, i...

Reducing complaints in the water industry

Published on: September 24, 2014
Author: Derek Lewis

At a time when consumers are getting ever more demanding, it is good to see that complaints have fallen over the last year in one sector. According to the Consumer Council for Water, an industry watchdog, written complaints made by customers to their water providers have fallen by 18% in 2013/14 compared with the previous year in England and Wales. While four water companies did record a rise in c...

Flying high? The state of customer experience in the airline industry

Published on: September 19, 2014
Author: Lloyd Buxton - Business Development

Like many industries, the internet has radically changed the airline industry. It has altered the role of travel agents and led to an elimination of analogue, paper-based processes as it has moved to a digital-led model. At the same time competition has increased exponentially, with newer airlines with lower cost-bases further disrupting the sector.Avoiding the social media #failConsequently, the ...

Transforming Customer Service with Technology

Published on: September 17, 2014
Author: Pauline Ashenden - Demand Generation Manager

Today, businesses understand that they need to engage with customers, whatever the channel, if they want to be successful. Customers are demanding more, across every sector, and, with social media, they have a megaphone to publicise their experiences (good or bad), instantly, around the globe. The number of interactions is increasing dramatically and consumers want faster answers than ever before....

Happy birthday email!

Published on: September 12, 2014
Author: Dharmesh Ghedia

It may surprise people that this year marks the 32nd birthday of email, with the original copyright on a program to send and receive emails granted in 1982. That is seven years before Tim Berners-Lee developed the World Wide Web while working at CERN. Over the last 30+ years email has changed the way we communicate at work and play with 114.8 billion emails now sent on a daily basis. And this...

Moving from monologue to dialogue with customers

Published on: September 10, 2014
Author: Pauline Ashenden - Demand Generation Manager

Organisations need to radically change how they interact with their customers proclaimed Jo Causon, CEO of the Institute of Customer Service (ICS) in a recent speech.  In her state of the nation address, she highlighted how the balance of power has shifted dramatically from companies to their customers. While many organisations see this swing as a threat, it can actually deliver benefits to t...

Big Data and Voice of Customer – why it is all about trust

Published on: September 05, 2014
Author: Robin Tandon - Senior Product Marketing Director

Talk of Big Data is everywhere, but it is increasingly moving beyond the hype cycle to deliver real results to businesses. To start with, let’s define what Big Data actually is, given there are multiple descriptions in the market. According to Gartner, Big Data is “high volume, high velocity, and/or high variety information assets that require new forms of processing to enable enhanced...

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...

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