Measurement has always been important to the contact centre industry and over the last 15 years the way we measure and what we measure has evolved and matured. In the past, we focused on marrying efficiency-based activities, like call durations, with effectiveness measures, like first call resolution to measure our performance. Today, with more channels …
Most companies are struggling to see viable uses of Virtual Reality (VR) and Augmented Reality (AR) within their business. According to new research from Prophet, VR and AR can pose more questions than answers. What are the advantages of VR and AR? How can they be incorporated into a company’s business strategy? Which technology should …
Do your customer journey maps truly represent your customer’s experience or your own assumptions on what your customer’s experience? For journey maps to be effective, brands need to deploy in depth qualitative techniques that offer true insight into the customer’s experience. Customer journey mapping has become a critical component in redesigning the customer experience. Yet, …
Recognising the need to provide more effective service to their members and customers, UniSuper has appointed Brendan Donoghue to head of customer experience. UniSuper is a $66 billion super fund for the higher education and research sector. Brendan’s appointment aims to strengthen UniSuper’s Member and Employer Experience division and help drive innovation throughout the organisation. …
Social media has played a pivotal role in shaping and redefining the customer experience. We’re all familiar with the mainstream juggernauts of Facebook and Twitter, but there’s a vast array of niche social media outlets catering to the unique interests of particular customers. And more are regularly popping up. Social media has given customers greater …
Artificial Intelligence presents a new paradigm shift from the previous “mobile first” approach in Google’s design thinking. Every product that Google is developing or is releasing has A.I. embedded into it. This grassroots integration is a significant point in its own right. Whether it’s Maps, Photos, or merely online searching you can guarantee there is a …
In the coming days, the GDPR comes into effect in Europe. Worldwide it represents a significant recognition of the issues surrounding data security and its impact on the customer experience. On one hand, customers want to know that their data is secure. On the other hand, they want personalised services tailored to their individual needs …
Most business leaders and marketers aim to differentiate their brand from those of their competitors. It’s commonly viewed that differentiation is the key to success of the brand and its profitability. Others however,would argue it’s more important for your brand to be relevant to your customers rather than be differentiated over competitors. As markets shift …
For most organisations, managing credit and debt collections can be a time consuming, costly and complex process.It’s viewed as a necessary but negative and thankless task. An experience that everyone would like to avoid. Yet it’s a key moment in the life cycle of a customer and how it’s handled can have a tremendous impact …
Content, whether it’s written, visual, aural or interactive, underpins the customer experience. The challenges lie in the ability to deliver the right content at the right time to the right customer. Cognitive content management promises, by utilising AI and machine learning, to deliver very personalised and relevant content across all communication channels – at the …