Tag: Automation
How automation revolutionised customer experience at Virgin Media
Customer service plays a pivotal role in the telecommunications industry. Every interaction, every phone call, every query holds the power to shape a customer’s perception – for better or worse. And when you have a vast customer base of around 47...
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...
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...
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...
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....
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...
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...
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...