Tag: Automation

A comic strip showing two people delivering a faster customer service

More haste less speed: why slowing down could be the key to faster customer service

When time is of the essence, how can you deliver a speedy customer service that’s efficient but not rushed? Freshworks recently analysed 107 million support interactions which indicated that speed is the most important factor when it comes to improving CSAT...

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A human agent touching the virtual representation of digital transformation

Conga supports Zoopla’s digital transformation during COVID-19

Zoopla improves customer engagement and satisfaction during the UK’s first lockdown using Conga’s Commerical Operations Suite. We have seen a massive uprise in digital transformation during the COVID-19 outbreak in almost all industries. Some brands were better prepared than others, but...

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In Full Force: Time to Thrive, not Survive

As lockdown starts to ease after months of the world being turned upside down and everything coming to a halt, life will slowly start again. Children are being phased back to school, and shops and businesses are starting to open...

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Low-Code for High Performance: Uptooling to Create Better Customer Experiences

There has never been a more critical moment to get automation right. As businesses brace for a rough road ahead, simply using technology as a means to streamline manual processes, cut costs and reduce human errors is no longer enough....

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It’s the end of Phone Support as we Know it (and I Feel Fine)

I rarely use and never want to pick up my phone anymore. That is, the phone part of the phone. I happily use my mobile phone all of the time – to communicate, read, and for entertainment. But using the...

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Setting the Bar for AI/Customer Interaction

The Barbican’s newest exhibition, AI: More than Human, is an artistic exploration of the possibilities that modern technology presents, examining the diverse potential of artificial intelligence (AI).  A particularly striking installation is MakrShakr, a robotic bartender which can mix cocktails for...

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innovation

The Golden Age of Customer Experience: An Interview with Giovanni Toschi

Giovanni Toschi is the Founder of AI firms Jatana and BotSupply. The Copenhagen-based entrepreneur took time out to talk to CXM about how we are firmly in the middle of the Golden Age of Customer Experience, and where the industry...

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