Trends and Markets

Why you can no longer ignore SaaS for your CX applications

Published on: August 28, 2018
Author: Pascal Gauvrit - CTO

Look in almost any industry sector and you’ll notice that the way software applications are deployed has changed radically with the rise of the Cloud. And this is just as true in the Customer Experience (CX) market. For those considering a move from on-premise to SaaS here are the 5 key advantages…

Striking the balance between humans and AI in CX

Published on: July 17, 2018
Author: Neil Cox - Account Manager

By 2021, 15% of all customer service interactions will be completely handled by AI, according to Gartner. At the same time though, it’s important not to forget the human element in customer experience. How do you balance the two?

When times are tough, retailers must prioritize customer experience

Published on: May 08, 2018
Author: Pauline Ashenden - Marketing Manager

The UK retail sector is undergoing unprecedented change, with many long-established high street brands closing or having to cut back their number of stores. With all the pressures they are facing, how can retailers ensure that they are delivering the right experience to their customers?

The importance of security and GDPR to the digital customer experience

Published on: October 18, 2017
Author: Pascal Gauvrit - CTO

Thanks to the rise of digital channels, brands now possess large amounts of personal data on their customers. Protecting this sensitive information is obviously vital, and will become even more important thanks to the EU's new General Data Protection Regulation (GDPR).

Why customer experience needs to be led from the top

Published on: July 25, 2017
Author: Olivier Njamfa - CEO & Co-Founder

In today’s ultra-competitive world, senior managers understand the importance of customer experience to corporate success. 72% of companies surveyed by Forrester said improving customer experience was their top business priority, while in Gartner research, CEOs listed customers as their second biggest focus, ahead of workforce, and just behind growth. Commenting on the study, Gartner Fellow ...

Why it is time to take a new look at social customer service

Published on: June 14, 2017
Author: Pauline Ashenden - Demand Generation Manager

Using social media for customer service has been around since channels such as Facebook and Twitter first sprang to prominence. The combination of being easy to use and very public forums mean that consumers quickly understood the power it gave them to interact with brands, with the aim of getting fast, accurate responses to queries and having their problems solved.

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