Eptica Multichannel Customer Experience Study

UK travel sector demonstrates disconnect between web and email customer service

Published on: July 05, 2013
Author: Epticablog

The internet has transformed the travel sector, as holidaymakers can now book the separate components of their break online, rather than having to go through high street travel agencies. But in such a competitive market, customer service and fast responses to consumer enquiries across multiple channels are vital if travel companies are going to thrive.However research carried out as part of the Ep...

Insurance at the crossroads

Published on: March 18, 2013
Author: Epticablog

Insurers today are facing growing challenges. The rise of the internet, greater competition, diminished customer loyalty and increased claim costs all require a radical shift in approach if insurers are to survive. It is no exaggeration to compare the sector to retail – where the damage caused by changing consumer behaviour has decimated traditional high street players.Efficiently delivering...

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