Customers today expect a high quality, integrated and personalised experience, whatever channel they use to make contact with you. Ensuring organisations deliver this efficiently requires them to integrate systems (such as CRM) and channels to provide agents with a complete picture when answering calls....
When interacting with brands, consumers want the process to be easy, effective and based on an understanding of their emotions and the individual needs. Recent research from Forrester outlines 3 ways that AI can help meet these changing customer expectations.
Knowing your customers is at the heart of designing and delivering the right experience to engage with them successfully. So, McKinsey’s recent US Customer Sentiment Survey should be required reading for anyone involved in customer experience. First run in 2008 and based on a representative sample of consumers, it tracks how people feel about their financial prospects and...
In the fast-moving world of customer experience there is no shortage of new trends and technologies for companies to evaluate and adopt. How do they choose their priorities and ensure that they meet both customer needs and that they gain buy-in from the board?The Global State of Customer Experience 2016, a new research report from the CX Network, provides some interesting insight into what is...
For the majority of us, buying something that we really want gives us an emotional buzz. Whether it is a car, TV, clothes or even something as small as a book or new headphones, getting our hands on a new purchase makes us happy. Consequently, companies across all industries try extremely hard to make the buying process as simple, straightforward and engaging as possible. As we know...
Having recently looked back on customer experience in 2015, what is predicted for the coming year? As always, leading analysts have provided their own thoughts and in this blog I’d like to look at trends highlighted by Forrester and Gartner.Kate Leggett of Forrester outlines 10 areas for focus in 2016, with these being 5 that she has shared through a recent blog...
As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog.Looking through the posts that had the most...
Delivering outstanding customer service is central to every business, but is especially important to midsize organizations, which may not have the brand recognition or marketing budgets of their larger competitors. These companies, who typically have between 100-999 employees, tend to have fewer resources to dedicate to implementing new systems and may not have the experience of deploying...
At a time when customer experience is becoming everyone’s job, it is vital that organizations break down any internal barriers that disrupt the customer journey. Only by working together,across departments, will customers receive the right levels of service and consequently remain loyal to a business.However, many companies remain organized in a traditional departmental...
Being able to deliver a superior customer experience can potentially transform your company’s business. It can help to differentiate you from competitors, increase customer loyalty and ultimately help to drive sales and boost revenues. So how do you go from being a customer service laggard to achieving a leadership position – and then ensuring you remain there?