digital

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.

How artificial intelligence can transform your customer experience

Published on: May 16, 2018
Author: Anne-Claire Bellec - Marketing Director

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.

How good is the digital customer experience from travel brands?

Published on: April 18, 2018
Author: Pauline Ashenden - Demand Generation Manager

Not only are holidaymakers now booking their travel and accommodation online, but the web has also paved the way for new business models, with more people going direct to hotels and airlines rather than booking complete packages from traditional travel agents. In this digital first world, how are UK travel companies doing in terms of online customer experience?

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.

How text analytics delivers customer experience value

Published on: August 30, 2017
Author: Pascal Gauvrit - CTO

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?

Are insurance companies meeting the CX quality expectations of today’s consumers?

Published on: July 12, 2017
Author: Angus Prentice - Senior Sales Manager

Everyone involved in customer experience knows that customers are becoming more demanding, and are continually expecting more. They want quality conversations with brands if they are to remain loyal for the long term. This is equally true, whatever sector you operate in as shown by the findings of Eptica’s 2017 Insurance Customer Conversations study.

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.

How the insurance sector is failing to rise to the digital CX challenge

Published on: June 07, 2017
Author: Pauline Ashenden - Demand Generation Manager

The insurance sector has experienced dramatic disruption in the wake of the digital revolution, with nearly 80% of customers now preferring to purchase insurance products via digital channels according to research by Bain. How are insurers responding?

Why technology needs to support the human element of CX

Published on: February 01, 2017
Author: Guest author: Régine Vanheems

Customer behavior has changed more in the last twenty years than in the previous twenty centuries! When the internet arrived, many thought that digitalization would remove the need for physical contact. However, in reality, this hasn’t been the case - consumers evolved, adopting technology to become autonomous, but didn’t abandon the real world...

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