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..
Brands know that getting a better understanding of their customers and their journey is key to creating a winning customer experience strategy. Read how Crédit Agricole Consumer Finance has transformed its Voice of the Customer programme and is gaining deeper insight with vecko by Eptica…
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.
Gaining real value from your Voice of the Customer (VoC) program requires not just collecting insight, but ensuring that all relevant teams across the business have access to this intelligence, and can then act on it. This is not always easy with traditional VoC approaches. Here are 4 ways you can ensure you successfully close the loop…
Since AI moved center stage, commentators have been queuing up to voice their concerns about its negative impact on people and jobs. However, CX success means balancing humans and technology – as the latest Forrester research explains…
Every industry is facing greater competition and a need to react more quickly to customer needs, often in real-time. How can marketers become more agile, particularly when it comes to understanding and acting on customer insight more rapidly?
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…
Brands understand that listening to their customers is central to success, but many struggle to deliver value from their Voice of the Customer programs. Here are 7 best practice tips to help you succeed in VoC…
Brands have been running Voice of the Customer programs for years, but customer experience has generally not improved. How can brands make sure that their VoC programs deliver ROI?
In today’s ultra-competitive markets, delivering the experience that customers demand requires everyone in the organization to work together. However, this can be difficult for many brands as departmental silos hamper collaboration, meaning that information is not shared and issues remain unresolved. Here’s how to overcome these challenges…