Planning Guide 2024: Customer Experience
71% of CX leaders plan to invest in tech to elevate customer insights. How are they planning to utilise it? Check out The Forrester guide, in partnership with Freshworks to review: The right areas to invest in CX in 2024 Spending benchmarks curated from 600+ global companies How to experiment with emerging technology like generative […]
Biometrics opening new possibilities in user experience
As the demand for heightened security and seamless user experiences continues to grow across various sectors, advanced biometric technologies are poised to redefine the authentication and identity verification processes. From ensuring secure financial transactions to enhancing border control and streamlining retail interactions, advanced biometrics’ ability to provide robust security while improving user experience marks a […]
Optimise customer interaction: Effective use of large language models for companies
By Björn Lorenzen, Regional Vice President EMEA Central at Yext Linguistic understanding is essential in today’s communication and has a significant influence on our everyday lives. It enables us to exchange information and control processes. In business, language is therefore an essential building block for strengthening customer loyalty and increasing customer satisfaction. The advanced development […]
Two thirds of digital experiences are damaged by outdated technology
Nearly two thirds (63%) of ‘digital experience’ professionals say their experiences are being let down by poor and outdated technology. That’s according to FullStory research based on surveys 700 professionals responsible for building customer experiences online, including product teams, marketers and UX professionals. The global survey spans the USA, Germany, The Netherlands, Australia, Singapore, Indonesia […]
How self-service could shape the future of customer experience
As technological advancements continue at an unprecedented rate, businesses are incessantly seeking ways to enhance their customer experience (CX). A core strategy that has gained significant traction in recent years is the proliferation of self-service options. Over the next five years, the evolution of self-service is poised to transform CX in several distinct ways. Here […]
Generative AI set to ‘redefine’ customer experience offered by financial institutions
In the evolving world of financial services, where rapid adaptation to customer needs is paramount, generative AI (genAI) is quickly becoming a game-changer. Its prowess in generating customised content and solutions is redefining how financial institutions interact with their customers and optimises their internal operations. That’s according to analysts at GlobalData with Kiran Raj, Practice […]
Ireland’s Permanent TSB tackles employee and customer experience
Irish bank Permanent TSB has selected Medallia to deliver its Voice of the Customer (VoC) and employee experience programmes, representing a continuation of their four-year partnership. Medallia’s enterprise experience platform will support the retail bank in further embedding customer and employee engagement initiatives to promote organisational change through the power of positive experiences. Permanent TSB […]
Examining the impact of AI on Contact Centre and Customer Experience
Artificial Intelligence (AI) is revolutionising various industries, and its impact on the contact centre and customer experience sectors is profound. AI-powered technologies are transforming how businesses interact with customers, enhancing efficiency, personalisation, and overall customer satisfaction. Here, we explore the ways in which AI is impacting the call centre and customer experience sectors, reshaping the […]
Customer experience benefitting from IDP automation
ABBYY has released its Intelligent Document Processing (IDP) Global Trends & Outcomes Report highlighting document challenges and opportunities driving enterprise intelligent automation initiatives. The report provides innovation leaders with key insights into how businesses are optimising document-centric processes to achieve operational excellence, improve the customer experience, and accelerate business value. “Enterprises continue to be driven […]
Delivering a great experience for the new brand custodians
The role of Contact Centre employees has changed significantly in recent years. The arrival of AI, chatbots and webforms has encouraged customer self-service, leaving dedicated agents to handle the more complex issues requiring knowledge, understanding and empathy. But these employees are also increasingly working from home a few days each week, remote from colleagues and […]
