To meet the ever-increasing expectations and demands of customers for seamless and personalised experiences, the contact centre needs to facilitate a connected journey across all channels a customer may choose to use. Have you heard customers complaining of: Why do I have to remember my booking or confirmation number? Why don't you already know what ...

(II of IV) "Join the Conversation" series of webinars sponsored by SAP Brands are collecting more and more information about their customers. This should lead to a greater understanding of our customers and improved CX performance. Yet performance scores are declining. According to Forrester’s 2022 CX index, the quality of CX has returned to 2020 ...

(III of IV) "Join the Conversation" series of webinars sponsored by SAP 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. Making the necessary changes to any of these factors can be a complex challenge on their own. Challenges ...

In the past, interactions with chatbots and AI were less than satisfactory but the technology has come a long way since its early days. Organisations that use conversational AI gain measurable improvements in service level delivery, customer satisfaction levels, employee engagement and overall productivity in the contact centre. Conversational AI can now deliver very human-like ...

(IV of IV) "Join the Conversation" series of webinars sponsored by SAP A customer experiences ‘WOW’ when they receive a pleasant surprise. Rather than being satisfied with their experience, their expectations have been exceeded. To create this sense of  ‘WOW’ in the mind of your customer requires a culture that puts the customer at the ...