SaaS

Google, the GDPR, customer experience and trust

Published on: March 13, 2019
Author: Pascal Gauvrit - CTO

The General Data Protection Regulation (GDPR) has had an enormous impact on every organization operating in the European Union. Yet, many organizations don’t seem to be fully compliant, with Google recently fined. What should brands be looking for from their suppliers when it comes to building trust around GDPR?

The importance of customer success to CX transformation

Published on: November 14, 2018
Author: Pauline Ashenden - Demand Generation Manager

Understanding what customers want is central to business success - we find out how Eptica is applying the same logic across its operations by interviewing Lenka Stoklaskova, Customer Success Manager....

Why you can no longer ignore SaaS for your CX applications

Published on: August 28, 2018
Author: Pascal Gauvrit - CTO

Look in almost any industry sector and you’ll notice that the way software applications are deployed has changed radically with the rise of the Cloud. And this is just as true in the Customer Experience (CX) market. For those considering a move from on-premise to SaaS here are the 5 key advantages…

How to choose the right customer experience platform for your organization

Published on: July 10, 2018
Author: Pauline Ashenden - Demand Generation Manager

Given the importance of customer experience and customer service, organizations understand that they need to use technology wisely to help them deliver consistent, high quality and efficient service that meets consumer needs, whichever channel they use to make contact. But with a wide range of solutions on the market, what should you look out for in a CX platform?

Scaling up to meet peak customer service demand

Published on: January 30, 2015
Author: Lloyd Buxton - Business Development

Digital channels bring new opportunities and challenges to retail businesses. Unlike in a physical shop it can be difficult to predict demand, making it more complex to ensure that you can scale to meet customer needs. Fail to deliver the right experience and consumers will simply move elsewhere, reducing sales and impacting profits.This is particularly true at Christmas. It may be the busiest tim...