Transforming social care: Adopting the right tech
Pressures already in the system, and projections of rising demand for services from an ageing population, means technology will need to play an increasingly important role in helping to expand capacity in the care system to meet these growing challenges. Gavin Bashar, UK&I MD at Tunstall Healthcare, discusses how technology can help local authorities and […]
Customer experience is employee experience – and vice versa
Contact centres must provide exceptional customer experience (CX) – and technology, such as AI and chatbots, is playing a key role in transforming that experience. The fast-evolving customer journey is, however, also completely changing the employee experience (EX), with agents now tasked primarily with handling the complex and demanding customer interactions that technology cannot resolve. […]
Balancing economics with environmental concerns in the world of customer service
Can businesses react to the current economic landscape and ‘do more with less’, while still minimising environmental impact, accelerating growth and delivering excellent customer service? We asked Tony Lorentzen (pictured), Nuance’s SVP of Intelligent Engagement… How are modern technologies transforming the customer experience, especially within call centres? Despite many consumers today preferring to communicate with […]
The implications of AI and ChatGPT on customer experience
The impact of ChatGPT on the business technology world has generated a lot of buzz, but does the reality live up to the hype? And what does it really mean for the future of work, customer experience, and Communications Platform-as-a-Service (CPaaS) solutions? For years, technology experts have been discussing the growing prominence of large language […]
Are you frustrated by the lack of collaboration between the big tech companies and their workplace technology?
By Rob Quickenden, CTO, Cisilion Well, all that is about to change when it comes to workplace collaboration. Microsoft might dominate with Microsoft 365 and Teams, but there are still many companies that have huge investments in other meeting platform technology like Cisco Webex and Zoom. For years Cisco dominated enterprise video, but since the […]
Business Decision Makers: Their CX concerns, and how to resolve them
By Dan Burkland, President at Five9 As the cost-of-living crisis forces customers to tighten their belts, effective and receptive customer service remains the key to maintaining success. Focusing on customer experience (CX), even through periods of economic instability, can increase a company’s profitability by up to 2% and shareholder return by up to 10%. Business leaders are now […]
Cybersecurity trends to watch out for in 2023
Tyler Moffitt, Senior Security Analyst, OpenText Security Solutions, talks about the impact of geopolitical tensions and inflation on cybersecurity and 3 other key trends that will impact the cyber and tech landscape in the coming year… Small-Medium Sized Businesses (SMBs) will need to do more with less and cyber resiliency will be more important than […]
Peak season delivery is more complex than ever: Here’s how to address the critical CX challenges and more
By Andrew Tavener, Head of Fleet Marketing EMEA, Descartes With the holiday shopping season fast approaching, retailers are bracing for the logistical and customer service challenges that accompany peak season volumes. This year, though retailers face added complexity as they continue to struggle with inventory issues, staff shortages, and ongoing supply chain disruptions – not […]
The importance of CX in the retail industry
There’s no denying that the past year has had a huge impact on the retail industry, from supply chains to customer service. With stores closing their doors and e-commerce booming, retailers had to adapt their processes rapidly to meet new customer behaviours and needs. Retail technology saw a boom, click & collect became more popular […]
INDUSTRY SPOTLIGHT: The benefits of offshore outsourcing
We live in a connected global village and businesses are expanding their search for expertise beyond their country’s borders to benefit from global business services. Offshore outsourcing benefits businesses by allowing them to relocate office jobs to countries with lower labor costs but equal expertise, like South Africa. Benefits of offshore outsourcing Reduce capital costs […]
