Gartner

3 Key trends that will impact the delivery of customer service

Published on: February 06, 2015
Author: Pauline Ashenden - Demand Generation Manager

The quality of customer service and customer engagement delivered by a company is key to how customers view it and helps to differentiate from competitors, as Gartner points out in a recent report about customer service.As part of this, Michael Maoz of Gartner highlights 3 key trends that will influence how customer service is delivered over the next few years: 1. The rise of self-service Whi...

Looking back – key trends from the Eptica blog in 2014

Published on: January 14, 2015
Author: Pauline Ashenden - Demand Generation Manager

2014 was an extremely busy year in the customer experience market. The combination of more demanding consumers, new contact channels and increased regulation drove innovation and increased investment in customer service departments as organisations aimed to differentiate themselves from competitors and boost revenues. This increased focus translated into record numbers of visitors to the Epti...

Deliver on your customer promises, or else…

Published on: November 19, 2014
Author: Lloyd Buxton - Business Development

Customer confidence in companies can be fragile; one mistake and consumers are ready to move their business elsewhere (and complain about it on social media). Often problems occur because companies don’t deliver on what they say they will do. In other words, they fail to keep their promises.Customer service expert and blogger, Shep Hyken, articulated in a recent post that promises to custome...

2015 and the rise of customer experience

Published on: November 12, 2014
Author: Pauline Ashenden - Demand Generation Manager

All companies understand the importance of delivering a superior customer experience (CX). The combination of intense competition, more demanding customers and an increasing range of channels, mean that organisations have to continually improve the service that they offer to consumers if they are to retain business, whatever sector they are in.However, achieving a consistent customer experience is...

Big Data and Voice of Customer – why it is all about trust

Published on: September 05, 2014
Author: Robin Tandon - Senior Product Marketing Director

Talk of Big Data is everywhere, but it is increasingly moving beyond the hype cycle to deliver real results to businesses. To start with, let’s define what Big Data actually is, given there are multiple descriptions in the market. According to Gartner, Big Data is “high volume, high velocity, and/or high variety information assets that require new forms of processing to enable enhanced...

The Changing Face of Customer Technology

Published on: September 03, 2014
Author: Robin Tandon - Senior Product Marketing Director

From the contact centre to the web and mobile, technology is central to how organisations interact with their customers to deliver an enhanced experience. Consequently it seems hard to believe that the Customer Relationship Management (CRM) software market is now over 20 years old. The appetite for CRM software remains as healthy as ever. According to Gartner it is growing at an impressive 13.7% g...

The growth of customer engagement – and the impact on your revenues

Published on: July 28, 2014
Author: Olivier Njamfa - CEO & Co-Founder

Delivering the right service, products and overall experience has always been central to building a successful business. Companies know that retaining existing customers is far cheaper than winning new ones, and have built systems and processes to ensure that they can provide what customers want cost-effectively.This trend has been accelerated by two key factors. The recent recession made consumer...

Five projects to deliver Customer Engagement

Published on: June 25, 2014
Author: Robin Tandon - Senior Product Marketing Director

Engaging with customers is one of the key challenges facing businesses today. Building and maintaining strong relationships across multiple devices and channels requires a combination of reactive and proactive processes in order to meet the needs of demanding customers.Gartner has talked extensively about the Customer Engagement Center (CEC), the replacement for the Contact Centre that it believes...

Customer service – at the touch of a button

Published on: June 18, 2014
Author: Robin Tandon - Senior Product Marketing Director

As part of its latest research into the Customer Relationship Management (CRM) market, Gartner identified the Internet of Things as the latest factor driving the increasing importance of CRM. Cheaper sensors coupled with the prevalence of Wi-Fi and broadband networks opens up new possibilities for customer engagement using previously ‘dumb’ electronics.At this year’s Mobile World...

Gamification and how it can benefit contact centres

Published on: May 28, 2014
Author: Robin Tandon - Senior Product Marketing Director

Gamification – the use of game thinking and game mechanics to engage audiences and solve problems - is gaining traction across the world of business. According to Gartner by 2015, 40 percent of Global 1000 organisations will use gamification as the primary mechanism to transform business operations.So how does this work for the contact centre and how can operations benefit from the transform...

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