White Papers
Guide: The Importance of Agile Knowledge
What is the customer experience of knowledge in the COVID-19 era and what lessons are there for businesses? This paper explains how to successfully deliver agile knowledge during the crisis and beyond.
2020 Digital Customer Experience Study
We evaluated 50 UK brands on their ability to respond to routine questions on the web, email, Facebook, Twitter, and chat. Includes survey results of 1,000 consumers on their channel preferences and expectation. Full report with infographics available.
Channel Choice Best Practice Guide
To investigate the channels that customers want to use, and when, we surveyed UK consumers to identify their preferences and expectations around the speed of response. This guide highlights key findings from the research...
Insurance Digital Customer Experience Study
We evaluated 10 UK insurers on their ability to respond via digital channels and surveyed 1,000 consumers on their customer service preferences, trust and loyalty. Full report with infographics is available to download.
Insurance Digital CX Infographic
Insurers appear to be neglecting customer service on digital channels and are unable to answer over half of routine questions successfully, according to the latest Eptica Insurance Digital CX Study.
VoC Best Practice Guide
Includes an overview of the business benefits that VoC brings, best practice recommendations, case studies and a checklist for choosing the right tool.
The State of UK Retail Customer Experience
Retailers are neglecting social media when it comes to customer service, and are not listening to consumers to drive customer experience improvements, according to the 2019 Eptica Digital Trust Study.
Infographic Trust & CX
79% of UK consumers will switch brand if trust breaks down. This is the headline finding of the 2019 Eptica Digital Trust Study, which surveyed 1,000 consumers on their attitudes to trust, as part of wider research into customer experience in the UK
2019 Digital Customer Experience Study
We evaluated 50 UK brands on their ability to respond to routine questions on the web, email, Facebook, Twitter, and chat and surveyed 1,000 consumers on their attitudes to customer experience and trust. Full report with infographics, and more, available
Infographic Digital CX Study
A handy snapshot of the key findings from the our Digital Trust Study which evaluated 50 UK brands in 5 sectors and surveyed consumers on their attitudes to CX and trust
Study: Empowering your business with Customer Intelligence
To better understand the current usage of Voice of the Customer solutions, Engage Business Media surveyed a range of UK businesses via online research in Q4 2018.
Study: Transform your company & drive ROI through customer intelligence
Eptica research finds lack of insight is holding back CX and business improvement; new guide highlights how customer intelligence improves CX and to introduce our tool vecko.
Infographic: The State of Voice of the Customer in the UK
To measure the current state of the VoC market, Eptica surveyed a range of UK businesses of all sizes in Q4 2018, with 154 respondents.
Study: Improving CX through Automation
This guide outlines the findings of Eptica’s consumer research and provides a best practice guide for organisations to transform how they automate customer service, benefiting both CX and their bottom line.
Infographic: Improving CX through Automation
New research highlights the growing volume of consumer queries that UK brands now need to handle, and the increasing cost this imposes on companies.
Study: Putting knowledge at the heart of CX
Providing more detailed, personalised answers to consumer questions on their channel of choice is now key to winning and retaining customers – but many brands are failing to meet rising expectations. Download new report, incl consumer survey findings.
Infographic: knowledge at the heart of CX
Given its importance, how good are organisations at meeting internal and external demand for knowledge? To find out Eptica conducted consumer research - and the findings show significant issues.
2017 UK Digital Customer Experience Study
We evaluated 100 leading UK companies on their ability to provide answers to 10 routine questions via Email, Web Chat, Twitter and Facebook. We invite you to download the study for detailed infographics, sector breakdowns and a best practice guide...
Infographic | 2017 UK Digital Customer Experience Study
100 leading UK companies were evaluated on their ability to provide answers to routine questions via Email, Web, Chat, Twitter and Facebook. Full report also available for download.
Putting the human at the heart of digital CX
Noted expert on customer experience, Regine Vanheems, explains the challenges that brands face when it comes to digital CX and how technology can help overcome them.
Study: The Changing Face of Chat
Based on real-world research with consumers and brands, this guide evaluates chat in the UK, and provides best practice advice to help drive loyalty, efficiency and greater revenues.
Infographic | The Changing Face of Chat
What’s the current state of chat and how can brands bridge this emerging gap between consumer expectations and reality?
2017 UK Insurance Customer Conversations Study
20 leading UK retailers were evaluated on their ability to provide answers to routine questions via Email, Web, Chat, Twitter and Facebook, along with 1000 consumers...
Infographic | 2017 UK Insurance Customer Conversations Study
UK insurance customer service worsening, with 68% of queries left unanswered on digital channels
2017 UK Retail Customer Conversations Study
40 leading UK retailers were evaluated on their ability to provide answers to routine questions via Email, Web, Chat, Twitter and Facebook, along with 1000 consumers...
Infographic | 2017 UK Retail Customer Conversations Study
UK retail customer experience failing to improve with nearly 50% of queries left unanswered...
US Eptica Insurance Multichannel Customer Experience Study
We evaluated 100 leading US insurers, spread across ten sectors, on their ability to provide answers to routine questions via email, the web, chat, Facebook and Twitter...
Infographic | US Insurance Eptica Multichannel Customer Experience Study
Are insurers failing to deliver on digital customer experience?
UK Insurance Multichannel Customer Experience Study 2016
Eptica evaluated 10 insurance company websites from across the general. motor, home, life and pet sectors. We invite you to download the full study with full analysis, infographics and a best practice guide to improving Customer Experience.
Infographic | 2016 UK Insurance Multichannel Customer Experience
10 leading insurers were evaluated on their ability to provide answers to routine questions via Email, Web, Chat, Twitter and Facebook. Full report also available.
Infographic | 2016 UK Retail Multichannel Customer Experience
40 leading retailers were evaluated on their ability to provide answers to routine questions via Email, Web, Chat, Twitter and Facebook. Full report also available.
UK Retail Multichannel Customer Experience Study 2016
New report available: 40 leading retailers were evaluated on their ability to provide answers to routine questions via Email, Web, Chat, Twitter and Facebook. Infographic also available.
Infographic | 2016 UK Multichannel Customer Experience Study
100 leading UK companies were evaluated on their ability to provide answers to routine questions via Email, Web, Chat, Twitter and Facebook. Full report also available for download.
UK 2016 Eptica Multichannel Customer Experience Study
We evaluated 100 leading UK companies on their ability to provide answers to 10 routine questions via Email, Web Chat, Twitter and Facebook. We invite you to download the study for detailed infographics, sector breakdowns and a best practice guide...
Infographic | Christmas Retail 2015 in the UK
21% of consumers complained that it was impossible or extremely difficult to find information on retailers’ websites, a threefold increase from 2014’s 7%.
US Retail Multichannel Customer Experience Study
We evaluated 500 leading US Retailers on their ability to provide answers to 10 routine questions via Email, Chat, Facebook Twitter. We invite you to download the study for detailed infographics, sector breakdowns and a best practice guides...
Infographic | U.S. 2015 Multichannel Customer Experience Study Retail
500 U.S. retailers were evaluated on their ability to provide answers to routine questions via Email, Web, Chat, Facebook and Twitter. Full report also available.
UK Insurance Multichannel Customer Experience Study 2015
Eptica evaluated 10 insurance company websites from across the general. motor, home, life and pet sectors. We invite you to download the full study with full analysis, infographics and a best practice guide to improving Customer Experience.
Consumers vs Agents: Can the Gap be closed?
The Eptica Power of Linguistics in Customer Service Study, which surveyed both consumers and contact centre agents, highlights a growing understanding gap between the two sides when it came to customer experience.
UK Retail Multichannel Customer Experience Study 2015
New report available: 40 leading retailers were evaluated on their ability to provide answers to routine questions via Email, Web, Chat and Twitter. Infographic also available.
Infographic | UK 2015 Multichannel Customer Experience Study Retail
40 leading retailers were evaluated on their ability to provide answers to routine questions via Email, Web, Chat and Twitter. Full report also available.
UK 2015 Eptica Multichannel Customer Experience Study
We evaluated 100 leading UK companies on their ability to provide answers to 10 routine questions via Email, Web Chat and Twitter. We invite you to download the study for detailed infographics, sector breakdowns and a best practice guide to improving...
Infographic | 2015 Multichannel Customer Experience Study
100 leading companies were evaluated on their ability to provide answers to routine questions via Email, Web, Chat and Twitter. Full report also available.