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 […]
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 […]
The Store Re-Imagined: 3 tips for delivering tomorrow’s retail experience today
By Alex MacPherson, Director of Solution Consultancy and Account Management, Manhattan Associates There are few in retail circles who would argue that the role of the Store is the same as it ever was. With the rate of change accelerating like never before, consumers are throwing new challenges at retailers faster than they can implement solutions. […]
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 […]
Digital customer engagement solutions: 2022/23 buying trends revealed
Live Chat, AI Applications and Self-Service top the list of solutions the UK’s leading customer engagement professionals are sourcing in 2022/23. The findings have been revealed ahead of this week’s Digital Customer Engagement Summit, which takes place on October 20th. Delegates registering to attend the event have been asked which areas they needed to invest […]
The Cloud – Debunking the myth
Cloud technology is not just for big business. While the costs, including implementation, may have pushed cloud solutions out of the investment scope of many small to medium sized companies in the past, that is no longer the case. Cloud technologies are now ubiquitous and affordable. The flexibility and cost model provides businesses of any […]
