A lot has been said about the importance of digital transformation in business today, including in customer experience. But many transformations fail to deliver the benefits they promised. In our latest blog we describe how you can increase your chances of a digital CX success by following a structured process that focuses on four key considerations...
The pandemic is accelerating digital transformation and a need for greater customer engagement in many verticals, and banking is a prime example. We look at the current state of banking customer service, based our latest search.
All businesses are focusing on digital transformation as they endeavor to become more agile and fast-moving. With more and more people engaging with brands through digital channels, improving the customer experience (CX) is a key part of digital transformation - but how can you ensure your strategy delivers?
Charities Aid Foundation (CAF) helps transform lives and communities by working with charities of all sizes. It is adopting Eptica’s artificial intelligence (AI)-powered digital customer experience platform for all its incoming emails in order to improve the end-to-end customer experience it provides to more than 73,000 charities.
Noted expert on customer experience, Régine Vanheems explains the challenges that brands face when it comes to digital CX, and how technology can help overcome them.
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.
As in many industries, the insurance sector is experiencing radical changes due to digital transformation with more and more consumers wanting to use digital channels to interact with insurers. At the same time customers are becoming more demanding and less loyal when buying policies.
Olivier Njamfa, CEO, explains Eptica’s mention in the 2017 Gartner Magic Quadrant for the CRM Customer Engagement Center
The insurance industry is facing enormous pressures. Customer expectations are rising, regulation is increasing and digital transformation is fundamentally changing how insurers operate, while lowering the barriers to entry for new competitors. No wonder that a new article from McKinsey is headlined “Time for insurance companies to face digital reality.”
Whatever sector they are in businesses are embracing digital transformation, implementing new technologies and ways of working in a bid to differentiate against increasing competition and to get ahead of rivals. However, too often these digital projects can fail to improve the customer experience...