Category: Digital Experience

3 AI-powered changes we will see in call centres in 2024 

While artificial Intelligence (AI) technologies have been steadily evolving since the 1960s, latterly including image recognition and natural language processing (NLP), 2023 will be remembered as the year that generative AI (gen AI) burst onto the scene. In fact ‘Artificial Intelligence’ and ‘hallucinate’ have both entered common parlance after being named ‘words of the year’ for 2023 by Collins and Cambridge...

Five 2024 AI trends for the contact centre and beyond

Artificial intelligence (AI) for the contact centre, customer experience (CX) and other business applications continues to evolve rapidly. When used effectively, AI has the power to redefine the way businesses interact with their customers and manage internal processes. From balancing the scales...

Why XR could make a big difference to your customer and employee experience in 2024

AI, web 3.0 and the metaverse are big buzzwords these days in marketing and tech circles. Futurescoping has skyrocketed ever since Mark Zuckerberg introduced his grand metaverse plans. Industry talk has materialised into actual investment with big brands purchasing “land”...

Unlocking the value of generative AI in 2024 and beyond

Today’s consumers expect immediate and seamless customer service. They are more willing than ever to invest and stay loyal because of exceptional experiences. This requires the service function to adapt and evolve, ensuring it is well-placed to meet the growing...

Top 3 digital trends to expect for Black Friday 2023

Retail sales growth slowed in September as consumers struggled with higher housing and fuel costs, according to the latest data from the British Retail Consortium. Economic uncertainty means people are prioritising spending on necessities and around two-thirds (67%) of adults are spending less...

Conversational user interface will transform CX and the way humans bring decisions 

In August 2023, Gartner announced three technologies that will transform customer service and support. From these, conversational user interface (CUI) captured our attention because it evoked memories of media from the last few years.  The epic film ‘Her,’ and a few soon-to-be-realistic...

Collision of data, composability and AI in marketing: three forces shaping the MarTech space

In a world marked by relentless technological evolution, marketers are navigating a landscape of significant change. The confluence of data, composability, and artificial intelligence (AI) is driving a transformative era in marketing, opening up new horizons and opportunities.  A recent report...

Ready, steady, shop: The future of livestream shopping

A market estimated by Coresight Research to be worth $512 billion with brands such as TikTok, Poshmark and eBay testing out the craze, livestream shopping is ready for its European moment. Mixing the best of both worlds, the comfort of online shopping and the interaction of hitting the high...

Designing smarter AI communication: using linguistics to humanise our chatbots

According to the US Foreign Service Institute, it takes around 600 hours of practice for English speakers to learn some of the easiest languages in the world – for instance, Spanish, Swahili, and Swedish. Today, AI tools can achieve these...

Advancing content commerce to enhance the customer experience during Christmas trading 

Christmas trading is rapidly approaching. For retailers this highly pressurised time of year is set against sluggish economic growth and high inflation, making it especially vital that they make the most of this prime sales period.   But the economy isn’t the...