Artificial intelligence

The importance of listening to customers during COVID-19

Published on: April 15, 2020
Author: Taoufik Massoussi - Product Manager & Head of AI

At this time of change due to the COVID-19 pandemic, the experience and service brands provide is vital. To achieve this, they need to transform how they listen to customers – and act effectively and quickly on their insight.

What will customer self-service look like in 2025?

Published on: April 01, 2020
Author: Steve Nattress

Self-service is already a key part of delivering the customer experience that today’s consumers expect. How will it develop over the next 5 years due to AI and other innovations?

Taking stock of customer service in 2019

Published on: December 11, 2019
Author: Pauline Ashenden - Marketing Manager

As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide, sponsored by Enghouse Interactive. Here are 5 key trends that the guide highlights…

Why you need more than NPS to drive CX excellence

Published on: November 12, 2019
Author: Taoufik Massoussi - Product Manager & Head of AI

Customer experience (CX) is critical to business success, meaning measuring customer satisfaction levels is vital. While brands often use Net Promoter Score (NPS), it only goes so far – what are its limitations and how can you go beyond them?

Why customer service is key to building brand trust

Published on: August 29, 2019
Author: Pascal Gauvrit - CTO

As the Summer holidays come to an end, it’s the perfect time to highlight the importance of service and experience to business success. Ahead of National Customer Service Week, we’ll be looking at key areas for customer service, starting with trust.

Why it is time to check your chat solution is meeting customer needs

Published on: August 21, 2019
Author: Steve Nattress

Chat is fast becoming a mainstream channel when it comes to customer service. However, while adoption has increased, so have customer expectations – this post outlines 5 features you should look for from your chat solution in order to drive success.

Why closing the loop is vital to Voice of the Customer success

Published on: August 07, 2019
Author: Taoufik Massoussi - Product Manager & Head of AI

Gaining real value from your Voice of the Customer (VoC) program requires not just collecting insight, but ensuring that all relevant teams across the business have access to this intelligence, and can then act on it. This is not always easy with traditional VoC approaches. Here are 4 ways you can ensure you successfully close the loop…

Why the future of customer service is AI and humans together

Published on: July 31, 2019
Author: Pascal Gauvrit - CTO

Since AI moved center stage, commentators have been queuing up to voice their concerns about its negative impact on people and jobs. However, CX success means balancing humans and technology – as the latest Forrester research explains…

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