Look in almost any industry sector and you’ll notice that the way software applications are deployed has changed radically with the rise of the Cloud. And this is just as true in the Customer Experience (CX) market. For those considering a move from on-premise to SaaS here are the 5 key advantages…
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?
All organizations understand the importance of customer experience to the bottom line. CX is at the heart of differentiating yourself from the competition, whatever sector you are in, and key to retaining customers. How can CX teams demonstrate ROI in concrete terms?
Be it broadband internet services, pay TV, landline or mobile, the telecoms market is incredibly competitive. The pace of technological change means that new services are constantly being launched while there is ongoing pressure on prices, with consumers demanding more for less at every contract renewal. All of these factors make customer service a key battleground...
The latest Institute of Customer Service (ICS) UK Customer Satisfaction Index (UKCSI) has a positive message for everyone involved in customer service. Overall, consumer satisfaction has risen to 77.8, up 0.8 compared to January 2016, marking the fourth straight improvement in results. Satisfaction is at its highest since July 2013...
Customers are increasingly demanding about the levels of service that they receive from brands. Given this pressure, along with the need to operate as efficiently as possible, how are contact centers evolving to meet changing needs? Providing a view into the industry, the UK Contact Centre Decision-Makers’ Guide from analysts Contact Babel provides a rich and detailed picture of...
Delivering a great customer experience is vital to every organization today – and much of the responsibility for delivering this comes down to contact center agents. They are at the frontline of every business, and their performance is crucial to your brand reputation, consumer satisfaction and overall customer retention. Rising contact volumes, across more and more channels...
Forrester recently reported that 69% of people still want to contact companies through email. However, UK brands are struggling to cope with the emails they receive, with performance overall worsening according to the latest Eptica Multichannel Customer Experience Study.Email volumes are increasing year-on-year, and in some sectors (such as retail), email makes up30% of...
Over the past five years Eptica has regularly evaluated the multichannel customer experience offered by 100 of the UK’s biggest brands, across ten sectors. To do this we’ve posed as prospective customers, testing how easy it is to find information and answers to the routine questions that consumers might ask every day on the web and via email, chat and social media.Since we began,...
Research shows that 82% of consumers say they’ll switch to a rival if a mistake made at one of these touchpoints* is not addressed. It is easy to see why businesses focus on making every interaction as seamless and high quality as possible.However, a new report by consultants McKinsey points out the downsides of focusing solely on individual touchpoints rather than also...