Blended human and digital customer service tops investment focus for retailers
Capabilities that bridge the online/offline customer experience gap prove a key investment focus for UK retailers over the next two years. That’s according to the latest report from iAdvize, which polled 50 senior UK retailers in its ‘Blueprint For The New Digital Store Associate In The Age Of Conversational Commerce’ report. It says that with 40% of UK shoppers […]
Brits ‘divided’ on AI Virtual Assistant security
British consumers are deeply divided in their opinion of using virtual assistants via a smart device, with a lack of trust and security fears being the main issues. That’s according to research from Maintel, in which data protection was cited as a key concern of consumers, with almost half (47%) of them saying that they are unwilling to use […]
Goodbye. And hello! Contact Centre & Customer Services Summit
We’ve just closed the doors on another super successful Contact Centre & Customer Services Summit and already we’re making plans for our first 2020 event. It takes place on April 27th & 28th 2020 at the Radisson Blu Hotel, London Stansted and registration is open now for you to reserve a complimentary guest place. Talk face-to-face with […]
eTailing Summit: Get ahead in eCommerce
Would you like to join us at the eTailing Summit as our guest? It could be the best day you spend out of the office next year. 11 February 2020 – Hilton London Canary Wharf This guest pass will give you the opportunity to meet with suppliers based on your own unique requirements, attend a series of […]
Artificial Intelligence: friend or foe? Seven ways to turn your agents into superheroes
Far from replacing people, artificial intelligence (AI) has the power to enhance employee engagement and productivity and customer interactions in one go. Henry Jinman, Commercial Director of EBI.AI, explores 7 ways to turn your contact centre agents into superheroes using conversational AI. New technology inevitably changes lives. However, rather than fear robots replacing front line customer service representatives it’s time to […]
Mistakes employers make with Gen Z and how to avoid them
Generation Z are the cohort employers have least experience of, and so are at most risk of becoming disengaged in the workplace. According to research from Towergate Health & Protection, in 2018, on average 48% of employees left a role because it wasn’t what they thought it would be, this figure is even higher for […]
How hyper-personalised content is changing customer communication
By Michael Wright, CEO, Striata A raft of new technologies, many of which are easily integrated into existing channels, are changing the way organisations communicate with their customers. Chatbots, voice integration, and dynamic (, amongst others are at the forefront of this evolution. But organisations cannot simply implement these technologies and expect dramatic improvements in […]
This not a drill! Last chance to attend the Digital Customer Engagement Summit
We have just one free guest pass available for Digital Customer Engagement Summit next month. It takes place on October 15th at the Hilton London Canary Wharf and will allow you to: Meet with a series of innovative suppliers for pre-arranged, 1-2-1 meetings Attend seminar sessions hosted by industry thought-leaders Discuss challenges and opportunities with other […]
Cloud tech delivers ‘18% more customer satisfaction’
The findings of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark has shown that companies with all of their contact center technology in the cloud report 18 percent higher customer satisfaction (CSAT) based on service experience compared to companies with on-premises contact center technology. Furthermore, at 40 per cent, a significant portion of companies are very likely […]
SAVE THE DATE: Contact Centre & Customer Services Summit
The Contact Centre & Customer Services Summit takes place on April 27th & 28th 2020 – make sure you secure your place! This unique event will give you the opportunity to: Meet new suppliers for face-to-face meetings based on your requirements and projects. No hard sell guaranteed! Attend a series of insightful seminars. Network with […]
