The demand for self-service is understandable. Self-service delivers a range of benefits to businesses and customers alike, including reduced costs and higher customer satisfaction. However, while self-service solutions can deliver …
Workers in Australia are looking for new jobs, asking for extra shifts, and switching to cheaper brands as everyday expenses eat up a bigger chunk of their paychecks, new research …
Mark Atterby interviews Rik Johnson, Head of Solutions at Curious Thing, about the importance of challenging assumptions when it comes to designing customer experiences and conversational AI. Mark Atterby (MA): …
In a career spanning 25 years, Jasmine Gray, Customer Success Team Manager APAC at cloud based telephony company Aircall, has applied her formula for customer success and experience to a …
High quality customer service has always been the hidden hero driving company profits. Yet, delivering excellent customer experience (CX) at the business-to-business (B2B) level is much more complex than B2C. …
Being able to connect and work with other people is critical to successful customer experience and change management. Jane Tyzack, founding Director of Change Playbook, has built her long and …
Since the pandemic, most contact centres have implemented a hybrid working model. And according to research by Observe.ai, the majority (54%) envisage they’ll continue to operate on a hybrid model in …
Delivering a great customer experience is hard. There are so many factors that go into creating a great customer experience including strategy, culture, processes, technology and organisational structure. Customer expectations are constantly rising …
Many CX leaders and executives have diverse backgrounds that encompass a variety of job roles across multiple industries. Such leaders have a deep understanding of how CX impacts or connects …
Organisations are using conversational AI to relieve the pressure on their contact centres while at the same time aiming to improve productivity and service levels. In the past, the performance …