Archives

The Future of IVRs is No IVR At All

IVRs were invented in the 1960s as a way for businesses to automate the previously manual process of routing calls to the relevant departments. With the introduction of touch-tone dialling, the integration of IVRs into businesses ramped up in the...

Medallia Announces Acquisition of Speech-To-Text Platform Voci Technologies

The global leader in experience management leader Medallia inc has recently announced the initiation of agreement to acquire Voci Technologies, the AI real-time speech to text platform, with the finalisation date in May 2020. The acquisition will result in joined forces...

Bringing Home the Bacon: Bespoke Mail Order Butchery for the Modern Age

Scotland-based butcher Donald Russell has been a highly successful mail order butchery service for almost half a century, supplying specialist grass-fed beef and lamb as well as top-quality frozen produce to consumers and leading restaurants across the UK. Their reputation...

The Need for a Chief Customer Officer: Cultivating a Customer-Centric Culture

Chief Data Officer, Chief Analytics Officer, Chief Digital Officer – over the last few years, we’ve seen the c-suite expand with many new job titles, and the Chief Customer Officer (CCO) is the latest addition. From food giant MARS, to pharma...

Online Retail Revenue Jumps by Over Fifty Percent Amid the Pandemic

The findings of a sample of 278 businesses of new data from Fresh Relevance show a revenue increase of 60 percent for online retail in the last month. Online sales fairly increased in the first week of March, only to jump...

Managing the “Experience Economy” During COVID-19

The term “Experience Economy” is not a new concept and was first used in late 1990s. The concept predicted the experience economy would be the next economic revolution, following the agrarian, industrial and the service economies. It further said that...

Why Data is (and Always Will be) the Next Big Thing

As we are a few months into a new decade and look back at what we’ve achieved in just 10 years, I’m in awe of how much we’ve managed to accomplish in such a short space of time. Not only has...

NHS Trust Implements Online Medical Consultations For Patients

Walsall Healthcare NHS Trust has recently started conducting online health checks and medical reporting using eClinic video consultation software. The software allows clinicians to exchange medical opinions between themselves, ensuring privacy despite physical distance created by the pandemic. By using the...

Journey Mapping And Real-Time Journey Orchestration Are Critical To Crisis Preparedness And Recovery

Companies have woken up to the reality that customer experience (CX) is critical to their business. To help improve experiences that they offer, CX pros have been quick to adopt customer journey mapping — a methodology to deepen customer understanding,...

Airline Industry Paid Ad Impressions Plummet amid the COVID19 Pandemic

Airline industry paid ad impressions face a dramatic fall by almost 100 percent due to the current situation caused by the COVID19. A recent data acquired by Learnbonds shows that airline industry paid ad impressions dropped by 99 percent in the...