Blended human and digital customer service tops investment focus for retailers
Capabilities that bridge the online/offline customer experience gap prove a key investment focus for UK retailers over the next two years. That’s according to the latest report from iAdvize, which polled 50 senior UK retailers in its ‘Blueprint For The New Digital Store Associate In The Age Of Conversational Commerce’ report. It says that with 40% of UK shoppers […]
Guest Blog, Simon Pennie: The power of great customer service…
Businesses spend vast amounts of time, money and resources to build a brand that customers love. But if they fail to ‘put their money with their mouth’ is – by investing in delivering top notch customer service in their contact centres – they risk squandering their hard-earned reputation. In an era of fierce competition and […]
‘Tipping point’ between traditional and digital service identified by Verint…
The results of a large-scale study of more than 24,000 consumers in 12 countries commissioned by Verint Systems Inc. has identified a ‘tipping point’ between digital and traditional customer service; indicating that, despite the rise in digital customer service channels and options, 79 per cent of consumers prefer ‘human touch’ to remain a part of […]
Avaya appointed to drive dnata’s digital customer experience strategy…
The multinational customer technology company, Avaya, has been appointed by one of the world’s largest air services providers, dnata to become a strategic technology partner and develop its existing customer service digital transformation strategy. Avaya Private Cloud Services (APCS) will provide a ‘complete customer experience transformation solution’ to the parent company of Hogg Robinson and Travel Republic; creating a ‘personalised and seamless’ experience […]
New TouchCommerce platform enables ‘intelligent automated conversations’…
The omnichannel customer engagement solutions leader, TouchCommerce, has unveiled TouchAssist, a new product which claims to enable call centres and brands to provide intelligent automated conversations; leading consumers to effectively self-serve across digital channels. The new system, which combines virtual assistant technology from Nuance Communications and is available in 20 languages, aims to provide brands […]
