Leading trends for Digital Experience in 2020 The range of digital touchpoints available for customers continues to expand. Brands must learn how to create engaging experiences at each touchpoint and …
Customers today are used to self-service experiences and expect instant answers to almost all queries. Some customers do their research before contacting you, others are less prepared but still expect …
In the past a brand’s reputation and success was built on the quality of its products and its ability to communicate its marketing message to a mass audience. These days …
Technology is dramatically reshaping the role of the contact centre and the tasks performed by contact centre agents. What will the contact centre of tomorrow look like? And what will …
In the last 2 years, Australian Red Cross has redefined itself by becoming a customer centric organisation. Katrina Harrison, their Head of Customer Experience, explains the journey the organisation has …
In the experience economy, great products and services are no longer enough to keep customers loyal. Best-run businesses know that feelings matter and brands live or die by the experiences …
Customer experience (CX) quality languished for the third year in a row, according to Forresters CX index from 2018. With firms failing to perform the core CX management activities and …
The decisions being made by AI algorithms and machine learning are having an increasing impact on our lives, our jobs and our businesses. AI promises exciting possibilities for a wide …
Two years ago Caroline Maillols was appointed by MedicalDirector, a leading provider of healthcare and practice management software, to take charge of their CX and digital transformation strategy. Caroline’s job …
Only 5% of customers with a problem will contact your organisation. The rest will just leave. Customer churn prediction based purely on analysing data from the contact centre or from …