We’re now part way through National Customer Service Week (NCSW), which provides the industry in the US and UK with the chance to take stock, celebrate success and share best practice. However, as well as celebrating current successes, NCSW provides a chance to pause and to look forward - what will customer service be like in the future?
Given its ability to deliver real-time, two way customer conversations, it is no surprise that chat has become a key channel for consumers looking to interact with brands. Yet, while chat’s time has come, there is a growing gap between the experience that brands provide and consumer expectations.
Customers are ever-more demanding, and want fast, high quality and above all personalized service from the organizations that they deal with. For example, more than 45% of APAC customers rate personalized services among the top three aspects defining better customer experience (CX), while 70% expect organizations to treat them uniquely, according to analysis from Frost & Sullivan.
Do you really know what your customers think of the experience your business is delivering? At this year’s Gartner Customer Experience & Technologies Summit , analyst Ed Thompson explained that there is often a wide gap between what consumers expect and what companies are delivering, while outlining 10 steps to improving CX.
Neil Titcomb, Regional Sales Director Northern Europe at Eptica explains how the UK customer experience market is changing and how Eptica is working with organisations to help them transform their digital customer service.
Text analytics is at the heart of successfully using Artificial Intelligence in customer experience, with Natural Language Processing (NLP) used to extract meaning from written messages. How does it work and how do you benefit from it?
Today's always connected, mobile-savvy consumers have rising expectations of the experience they receive from brands. Social media and in particular instant messaging apps are central to this, with brands increasingly making them part of the customer experience.
Planning ahead is central to retail success, which is why during the summer months many retailers are already preparing for the Peak festive shopping season. Given the importance of customer experience to sales success, optimizing CX is high on the list of priorities. So how can you ensure that your customer experience helps you have a Happy Christmas?
Getting the technology right is an important aspect of delivering on your customer experience (CX) goals. But any investment in new technology will be competing against multiple other disciplines for budget and management time. Building a strong business case is therefore essential.
The public sector faces key challenges around customer experience - it needs to continually become more efficient, citizen expectations are continually rising and individual public sector bodies are often extremely complex, offering a wide range of services.