The collapse of Thomas Cook has ruined the breaks of hundreds of thousands of holidaymakers. What does it tell us about customer service in the wider travel industry and how the sector can rebuild trust with consumers? We looked at the latest research and reached 4 key conclusions...
We’re now partway through National Customer Service Week (NCSW), which runs from the 7th-11th October. While how it is celebrated varies across the globe, there are three factors that unite good customer service - you need to get all of these right if you are to deliver the service and experience that today’s consumers expect.
What’s the state of UK insurance customer experience? Based on the latest Eptica research, we outline the top 5 findings and explain the key areas where insurers need to improve..
As the Summer holidays come to an end, it’s the perfect time to highlight the importance of service and experience to business success. Ahead of National Customer Service Week, we’ll be looking at key areas for customer service, starting with trust.
UK brands find themselves responding to around 463.5 million contacts every month – and the number is rising. Here are 5 ways to reduce the number of incoming contacts, while keeping satisfaction levels high…
The last 25 years have seen the rise of contact centers, both within organizations and in the public mind. What is the state of the industry today at a time of rising customer expectations and the growth of artificial intelligence? Based on the latest Contact Babel research, here are 5 key priorities for CX and customer service today...
Trust is central to any brand’s relationship with its customers. 9 out of 10 consumers will change supplier if they lose trust in a company. Yet brands are failing to build trust through basic customer service mistakes, according to the newly published 2019 Eptica Digital Trust study.
Driven by budget pressures and rising expectations from citizens public sector organizations are currently undergoing a major change. They need to deliver more with less, but at the same time meet the needs of a more digitally-savvy audience. Achieving this relies on applying four key principles....
The internet is now the primary channel for most consumers when it comes to shopping, connecting with friends and families and communicating with brands. How can brands therefore deliver the online experience that consumers expect and demand?
When interacting with brands, consumers want the process to be easy, effective and based on an understanding of their emotions and the individual needs. Recent research from Forrester outlines 3 ways that AI can help meet these changing customer expectations.