Forrester Research

Transforming the financial services customer experience with linguistics

Published on: February 14, 2014
Author: Lloyd Buxton - Business Development

Whatever part of the financial services sector you operate in, delivering an excellent customer experience is becoming a vital part of differentiating, increasing sales and retaining customers. However consumers are growing ever more demanding and less and less loyal. They want an excellent experience, whichever channel they chose – and they want it delivered quickly. Fail to deliver and the...

How Mature Is Your CX?

Published on: January 24, 2014
Author: Derek Lewis

Offering an excellent Customer Experience (CX) is a key goal for today’s organisations. It has the potential to deliver tangible benefits such as better customer loyalty and a more efficient path to acquiring new customers.  But how far down the road are companies to delivering excellence in this area and what differentiates those doing it well from the others?IT industry analyst Forres...

Why understanding your customers is key for 2014

Published on: January 20, 2014
Author: Lloyd Buxton - Business Development

Analyst group Forrester has just released its 2014 predictions for customer service. It lists 12 trends that companies should be paying attention to, if they want to engage with customers and deliver the right experience for them in the year ahead.These trends are organised into four topics:1.    Deliver pain free customer service Covering areas such as omnichannel, mobile and stand...

Time to put customer service on the map

Published on: October 11, 2013
Author: Eptica

We’re currently celebrating National Customer Service Week (NCSW). Organised in the UK by the Institute of Customer Service, it aims to raise awareness of customer service and the vital role it plays in the economy. Similar events are taking place around the globe.While it has been going for a few years, NCSW has never felt more relevant and necessary. Customer service has moved centre stage...

Has UK customer service stopped improving?

Published on: July 17, 2013
Author: Epticablog

New research from the Institute of Customer Service (ICS) shows that customer satisfaction with brands in the UK has slowed over the last year. The overall score in the July 2013 UK Customer Satisfaction Index (UKCSI) was 77.9 out of 100, down from 78 a year ago. This is the first time since the Index began in 2008 that levels have fallen, albeit by a small amount.The UKCSI is calculated from an o...

The technology behind customer service success

Published on: July 04, 2013
Author: Epticablog

Delivering the best possible customer experience requires a combination of focused strategy, well-trained staff, a customer-facing culture, robust processes and the technology to underpin the end-to-end customer journey.Strong, well-implemented systems that are straightforward for agents to use are vital. But in a market where customer service technology can mean anything from a standalone Twitter...

Eptica sponsors Executive Customer Contact Exchange

Published on: April 25, 2013
Author: Epticablog

The customer experience has never been more important to businesses. Channels such as social media enable customers to instantly share their views on brands with the world while advances in web and mobile technology mean that consumers now demand instant answers and a superior experience whatever device or channel they are using.Being able to balance these pressures while operating efficiently and...

Delivering the right customer experience

Published on: March 01, 2013
Author: Epticablog

There’s a lot of talk about the need to provide consumers with a superior customer experience. But how do organisations begin to implement a customer experience programme, who should be in charge and how does it differ from existing customer service activities?Eptica’s own research has highlighted a pressing need to improve the customer experience. The 2012 Eptica Multichannel Customer...

Customer service on an internet scale

Published on: October 26, 2012
Author: Epticablog

Solving customer problems and delivering the highest levels of service is seen as central to successful businesses. But a recent musing from DeWitt Clinton of Google raised the question – does service scale when you have billions of users across the globe?Clinton posted this thought:  “If you have a billion users, and a mere 0.1% of them have an issue that requires support on a gi...

2012 – the year customer experience comes of age?

Published on: January 18, 2012
Author: Epticablog

Companies have been talking about getting the customer experience right for many years, but 2012 could be the year that companies move from paying lip service to the customer experience to actually putting in place a strategy and action plan to improve it. That’s the view of analyst Forrester in its 2012 Customer Experience Predictions. Customer expectations of how they are treated are ...

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