The benefits of introducing bots into your business
By Woven We live in a fascinating period where almost every day technology is becoming a more significant enabler in our lives. In business, the emergence of the combination of Artificial Intelligence and Process Automation (or as we now progressively know them, Bots or Virtual Agents) has created the scope to provide a level of service that simply wasn’t possible previously. Alongside that there is also a much sharper focus on the implications of failing to offer […]
5 ways digital technology is improving the utility service experience
By Tony Corlett, Commercial Enterprise Client Director at Maintel The current utilities market has never faced greater competition or demands from regulators. However, adopting digital technology can significantly improve the overall utility service experience; from engaging and retaining customers, to adhering to regulation. It’s easy for organisations to be overwhelmed by the myriad of services […]
WEBINAR: Staff wellbeing and engagement in your contact centre: Why your business success depends on it
Join MaxContact and CX & EX expert Natalie Calvert as we discuss how improving staff wellbeing and engagement is more important than ever to ensure business success in your contact centre. With 72% of contact centre workers saying they are burnt out or facing burnout, and the ‘great resignation’ hitting the UK contact centre industry […]
Heralding the new age of the chatbot
By James Stokes, Enterprise Team Lead UKI, Infobip When people think ‘robot’ they may visualise a 1960s-style sci-fi creation, but today’s robots come in many forms. And although many of these may be invisible to consumers in the form of chatbots and automated services, they are forging the way for a new era of customer […]
74% of brands think they’re providing good or excellent personalised experiences – consumers disagree
Research has revealed a trust gap between UK brands and consumers – while 74% of companies state they do personalisation well, less than half of consumers (42%) agree. Despite this, both parties agree that personalisation is key to increasing brand loyalty, with UK customers spending 43% more on their products when engagement is personalised. And […]
WEBINAR REWIND: Financial services organisations struggle to create a CX culture built to last – but why?
Don’t worry if you missed the recent webinar from Davies Group exploring the secrets of great CX – You can now re-watch the entire session online! 84% of financial services leaders rank business process alignment as more important than putting the customer first when designing customer experiences. How can they then create a CX culture […]
Harnessing digital tech to enable personalised CX in 2022
By Brian Atkinson, Vice President and General Manager EMEA, Five9 These five trends outline why we can expect more companies to harness digital technologies in 2022 to enable smarter, more personalised customer experiences… 1 – Replacing legacy infrastructure with digital tech 2022 must see the complete uprooting of the ‘press 1’ tree of frustration that is […]
REPORT DOWNLOAD: Future proofing CX – How can organisations drive transformation effectively?
After surveying 360 senior leaders in Customer Experience (CX) as part of their research with Netcall, Davies are delighted to be able to share with you the findings in their new research report. Find out what CX leaders from financial services, NHS and local government have to say on what is driving, and blocking them, […]
Davies webinar session: Financial services organisations struggle to create a CX culture built to last – but why?
84% of financial services leaders rank business process alignment as more important than putting the customer first when designing customer experiences. How can they then create a CX culture that really puts the customer first? Davies has discovered that culture seems to be taking a backseat for most CX leaders, although we all know that […]
Personalisation should be harnessed for better customer communication in 2022
Paul Adams, Senior Director at cloud communications platform Twilio, has shared his 2022 predictions, drawing on observations in consumer behaviour and customer engagement over the pandemic… The increased use of first-party data to understand customers from small businesses “Historically, Netflix and Amazon have dominated the practice of personalisation by making use of first party data, […]