Want to learn about improving your CX and Voice of the Customer programs? Our latest blog highlights 5 must read books to build trust and successfully map the customer journey...
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...
As a discipline customer service has been around for a long time, with plenty of companies promising to deliver an outstanding experience, but few actually doing so. In many cases this was due to a fundamental imbalance in the customer/supplier relationship. The customer essentially had no choice but to put up with poor service, as either they couldn't buy what they wanted elsewhere or ev...