SOCIAL MEDIA MONTH: 1 in 4 consumers tempted by ‘refund hacks’ learned online
Sophisticated retail fraud techniques and services are becoming mainstream knowledge, with social media platforms serving as primary educational channels for would-be fraudsters. That’s according to research from Netacea, which has uncovered what the firm calls ‘alarming’ shifts in consumer attitudes toward fraudulent behaviour. An accompanying report, Cyberfraud in Retail – The Changing Face of Fraud: Malicious […]
Repetition is costing the industry £381million per year!
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SOCIAL MEDIA MONTH: Exploring chatbots, sentiment analysis and escalation best practice
With consumers increasingly turning to X, Instagram, Facebook, and TikTok for support, brands are under pressure to respond rapidly and empathetically. To meet this demand at scale, organisations attending the Contact Centre & Customer Services Summit are embracing AI and automation in social media customer experience (CX), leveraging chatbots, sentiment analysis, and smart escalation workflows […]
