Two thirds of digital experiences are damaged by outdated technology
Nearly two thirds (63%) of ‘digital experience’ professionals say their experiences are being let down by poor and outdated technology.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 […]
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 […]
Demand for a blended omnichannel customer experience grows
While almost half of consumers (47%) preferring to visit the high street to shop for clothing in person, new research indicates consumer readiness to shop in-store now comes with a new set of expectations when it comes to ongoing engagement. That’s according to NTT DATA, which says that over the past couple of years, consumers […]