Digital transformation

Are banks building trust through customer service excellence?

Published on: May 06, 2020
Author: Pauline Ashenden - Demand Generation Manager

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.

How CX is central to Digital Transformation

Published on: December 12, 2018
Author: Pauline Ashenden - Marketing Manager

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?

Boosting fundraising through a joined-up experience - how Charities Aid Foundation is benefiting from AI

Published on: May 22, 2018
Author: Pauline Ashenden - Marketing Manager

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.

Balancing the human and the digital in customer experience

Published on: October 11, 2017
Author: Pauline Ashenden - Demand Generation Manager

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.

The changing face of UK customer experience

Published on: September 06, 2017
Author: Pauline Ashenden - Demand Generation Manager

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.

Driving digital transformation within insurance

Published on: July 05, 2017
Author: Pauline Ashenden - Demand Generation Manager

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.

Why customer experience is central to digital transformation in insurance

Published on: April 05, 2017
Author: Angus Prentice - Senior Sales Manager

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.”

Why you need to take a customer-centric view of digital transformation

Published on: November 23, 2016
Author: Pauline Ashenden - Demand Generation Manager

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...

Balancing investment between digital and traditional customer service

Published on: September 16, 2016
Author: Derek Lewis

Many organizations are embracing digital transformation, making investments to enhance the customer experience they deliver on these digital channels, such as email, chat, the web and social media. However, new research from Accenture Strategy underlines the importance of offering a full range of channels to meet all consumer needs.

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