Customer experience

Shaping the future of customer experience

Published on: April 12, 2017
Author: Olivier Njamfa - CEO & Co-Founder

Given its importance to the bottom line, customer experience is high on the priority list of CEOs, CMOs and CIOs alike. Research from Gartner found that nearly a third (31%) of CEOs had customer projects as their number one strategic priority for this year, and 37% said that customer experience management was their most important area of technology investment over the next 5 years.

Why customer experience is central to digital transformation in insurance

Published on: April 05, 2017
Author: Angus Prentice - Senior Sales Manager

The insurance industry is facing enormous pressures. Customer expectations are rising, regulation is increasing and digital transformation is fundamentally changing how insurers operate, while lowering the barriers to entry for new competitors. No wonder that a new article from McKinsey is headlined “Time for insurance companies to face digital reality.”

5 key findings on the state of UK retail customer experience

Published on: March 31, 2017
Author: Pauline Ashenden - Demand Generation Manager

Digital transformation has radically disrupted the retail sector. Barriers to entry have dropped, competition has increased, and customer expectations continue to rise. The experience that retailers offer across digital channels is now crucial to winning and retaining customers.

4 more artificial intelligence concepts you need to know to deliver improved CX

Published on: March 24, 2017
Author: Pascal Gauvrit - CTO

So far in this three part series covering artificial intelligence (AI) in customer experience I’ve explained the difference between bots and chatbots and some of the key concepts that you need to know about. In this third part I’ll finish my list of terms and describe how they can deliver an improved customer experience

4 artificial intelligence concepts you need to know if you work in customer experience

Published on: March 22, 2017
Author: Pascal Gauvrit - CTO

Following last week’s blog introducing artificial intelligence (AI) and explaining the difference between bots and chatbots, in my next two posts I want to explore the types of AI and how they can be applied in customer experience. Firstly, here are four key terms that you need to know

Chatbots and bots - what they mean for customer experience

Published on: March 15, 2017
Author: Pascal Gauvrit - CTO

Talk of artificial intelligence and chatbots is currently everywhere in the customer experience market, with analysts, commentators and vendors all discussing the benefits that this type of technology can provide to brands and their customers. But what do the terms bot, chatbot and artificial intelligence actually mean – and how can they improve your customer experience?

Bridging the communication gap between humans and machines

Published on: March 08, 2017
Author: Pascal Gauvrit - CTO

Customers today want fast answers to their questions and to have a seamless, informed conversation with companies, whatever their request might be. This is especially true in Asia Pacific, with research finding that APAC consumers are far ahead of those in other regions.

37 billion reasons to improve customer experience

Published on: March 01, 2017
Author: Angus Prentice - Senior Sales Manager

Ahead of next week's Institute of Customer Service (ICS) annual conference, new research spells out the enormous cost of poor service to brands. Figures from the UK’s Ombudsman Service found that it registered 55 million complaints over the last 12 months - costing UK businesses £37 billion as customers vote with their feet and move to alternative suppliers.

Building a strong customer-focused service culture

Published on: February 21, 2017
Author: Anne-Merete Jensen - Senior Business Consultant

Customer service and customer experience now involves the entire organization, and to be successful companies have to build a strong culture that embraces the right systems, processes and technology to empower staff and ensuring they have meaningful, empathetic conversations with customers. But how do you achieve this?

Why the future of digital CX requires the death of the ticket

Published on: February 14, 2017
Author: Steve Nattress

When companies began using digital channels for customer service, they needed a way of keeping track of every incoming query so that they could ensure that they were handled effectively and responses dispatched in a timely manner. To achieve this they adopted a service/help desk concept - but this is no longer enough for consumers...

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