Sponsored by

Presented by:

Martin Hill-Wilson

Martin Hill-Wilson

Brainfood Consulting Founder Click to
Steve Hurst

Steve Hurst

Engage Business Media Editorial Director Click to
23rd November 2017

date: 23rd november
Time: 12pm

Join customer engagement expert Martin Hill-Wilson and Eptica for the key findings of the UK Customer Experience Study, which evaluated 100 leading companies on their ability to provide fast, accurate and consistent answers to routine questions via chat, email, web, Facebook and Twitter.  The study also measured the quality of customer conversations according to 5 criteria: speed, relevance, contextualisation, personalization and empathy.

The results might shock you – overall, 56% of questions didn’t receive a satisfactory response! So, while customer expectations and volumes are rising, brands are not delivering.  This is especially the case in social media, where many brands seem to be swamped. Happily, there are some bright spots, especially in chat with growing adoption (49%) and accuracy (89%) but then only 22% made it available when tested…

This session will also address the key challenges of customer experience and help make  customer service a brand differentiator.

5 Key Take-Aways

  • Automate more basic interactions to reduce the load (web self-service, chatbots)
  • Invest in chat – consumers want it, so make it available
  • Integration – share resources and knowledge across channels to maximise efficiency, consistency and speed up the process
  • Empower agents – use AI to let them focus on complex engagements that rely on human skills
  • Benchmark continually – consumers judge you against the best, whatever sector you operate in


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