Archives

It’s Time for the Chatbot 2.0

Have you been the victim of chatbot incompetence recently? It typically starts with a specific query that you need help with. You don’t have the time to listen to the contact centre’s hold music, so you turn to the company’s...

Dubai Islamic Bank’s Dr Chilwan to Speak at WIBC Capital Markets Summit Asia

Dubai Islamic Bank powerhouse Dr Adnan Chilwan is to offer his expert insight at the upcoming WIBC Capital Markets Summit Asia.Dr Chilwan is Group Chief Executive Officer at former Gulf Customer Experience Awards winners Dubai Islamic Bank, and he will offer...

Digital Competencies Vital to UAE Employee Experience

Eighty-three percent of UAE respondents see digital competencies as being either very or extremely important in achieving, among other things, organisational agility, employee satisfaction, and talent acquisition.That is the findings of the Economist Intelligence Unit (EIU), in their  Benchmarking competencies...

Success Story for Chile Comms Giant Thanks to AI-Powered Orchestration by Genesys

Entel, one of the largest telecommunications companies in Chile, has implemented Genesys AI-powered orchestration capabilities to seamlessly connect and manage native and third-party artificial intelligence (AI), resulting in significant efficiency gains. Now, its customers smoothly transition between automated systems...

AI Innovations Unveiled by Genesys at Xperience19

Genesys has introduced new orchestration capabilities powered by AI that connect native and third-party technologies to enable the most comprehensive customer journey management available today. Currently, businesses are adopting an increasing number of artificial intelligence (AI) point solutions to solve specific challenges....

Genesys Xperience19 Underway in Denver

Global household brands have been celebrated a mile above sea level in Denver, Colorado, at the Genesys Xperience19 event. The three day summit in the shadow of the magnificent Rocky Mountains is taking place at the equally magnificent Gaylord Rockies Resort...

Getting Personal With Direct-to-Consumer Sales

There are few better ways of minimising costs than offering products straight to buyers – and it seems brands increasingly agree. Survey’s suggest nine-in-10 plan to launch their own direct-to-consumer channel (DTC), and at least 23 aim to do so in the...

Good and Evil: Can AI Tell the Difference? Customers Have Doubts…

The ability of artificial intelligence (AI) to grasp morality and empathy are among concerns expressed by customers when it comes to interacting digitally with brands. The lack of trust in AI has been revealed by Pegasystems Inc. and research firm Savanta, who...

Green-Thinking Employees Would Refuse job Offer Over Sustainability Concerns

A significant number of UK employees would refuse a job offer with a firm they felt was neglecting sustainability. That is the findings of a survey of 1,000 office workers commissioned by TopLine Film. Conducted to mark the UN’s 46th World Environment Day, the poll...

Employees Blaming Workplace for Illnesses

Unhygienic workplaces are believed to be contributing to employee sickness levels in the UK, research has revealed. A survey of 1,012 workers conducted by AppliancesDirect.co.uk found that almost half (46 percent) believe that an unhygienic working environment has contributed to making them sick. When...