Organisations are using conversational AI to relieve the pressure on their contact centres while at the same time aiming to improve productivity and service levels. In the past, the performance …
Personalisation today is everything, with most consumers expecting to be recognised and known over the course of each interaction and experience they have with a brand. This has been further …
Exceptional CX is the foundation of business. This statement holds more merit now than ever due to the COVID-19 crisis. Almost overnight, consumers were pushed to change their daily routines, …
It has become accepted wisdom in the CX community for brands to delight or ‘wow’ their customers. But the truth is, delighting your customers may not necessarily build loyalty or …
Providing customers with a connected and frictionless experience requires a full understanding of the end-to-end customer journey. Where does it start, where does it end, and what happens along the …
Rod has a fifteen plus year career working for a variety of mid-tier and large global organisations, designing, and implementing customer experience (CX) strategies. Recently, he co-founded Humind – a …
Customers use a variety of channels to interact with organisations to purchase the goods and services they want. They expect their experience when dealing with a brand to be seamless …
The last two years have handed many customer-facing organisations multiple curveballs in meeting expectations and providing a great customer experience (CX). But the ongoing misdirected outrage at the contact centre …
There is no doubt that the COVID-19 pandemic, which paused the world in 2020, is still affecting a lot of people. Apart from the adjustments that workers were forced to …
Spurred on by the need to work remotely during the pandemic, the growth in hybrid work environments is expected to be a continuing trend. But in terms of maintaining employee …