Multichannel Customer Experience Study

International customer experience: comparing the UK and France

Published on: July 03, 2015
Author: Olivier Njamfa - CEO & Co-Founder

Earlier this year Eptica released the 2015 UK Multichannel Customer Experience Study. Covering 10 sectors, it researched the strength of the customer experience delivered by 100 leading brands across the web, email, Twitter and chat channels. Some of the key findings were that:On average UK companies could answer less than half (48%) of all questions as...

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...