2015 Customer Engagement Customers Online Experience 
Eptica
JANUARY 22, 2016
Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).
Alida
APRIL 4, 2017
Though brick and mortar sales are down only five percent since 2015, the closure of many anchor tenants has significantly impacted shopping malls. In these precarious times, both established and new retail players need to focus on customer needs. Boosting value and providing a seamless end-to-end customer experience is key.
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Vonage
OCTOBER 2, 2017
Technology has disrupted the status quo, shifting the balance of power between business and customer in favour of consumers. With a smartphone in every pocket, the customer-led economy is here – but are you ready? What’s fundamentally changed is that your customers are not simply an audience; they’re an audience with audiences.
Vonage
JULY 31, 2017
Technology has disrupted the status quo, shifting the balance of power between business and customer in favour of consumers. With a smartphone in every pocket, the customer-led economy is here – but are you ready? What’s fundamentally changed is that your customers are not simply an audience; they’re an audience with audiences.
Eptica
DECEMBER 11, 2015
Date: Friday, December 11, 2015 Festive failings in UK customer service. Published on: December 11, 2015. Clearly the stakes are high, and delivering fast, responsive customer service and a superior experience are key parts of attracting and retaining shoppers in the run up to December 25 th.
CSM Magazine
DECEMBER 2, 2015
billion on Black Friday, British consumers are much less satisfied with retail customer service compared to Christmas 2014. This is according to new research from multichannel customer engagement software provider Eptica. Despite record UK sales of £1.1
Eptica
SEPTEMBER 10, 2015
Date: Wednesday, September 16, 2015 Why aren’t organizations embracing digital customer service? Published on: September 16, 2015. Author: Steve Nattress The spread of digital customer service channels, from email and chat to social media , can provide organizations with significant benefits.
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