Tag: Customer service

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...

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...

What does a true omnichannel store look like?

Self-checkouts. Mobile apps. In-store browsing touchscreens. Which of these digital capabilities is part of a retail omnichannel experience?The answer is all of them. However, as standalone offerings, these elements don’t result in a true omnichannel experience. As an increasing number...

Are your workforce management processes digital ready? 

In today’s digital world, the old ways of managing a contact centre workforce no longer suffice. With customers demanding—and receiving—multiple ways to interact with their service providers, contact centres have started to rethink the concept of what work is and how it is assigned.But even as contact centres embrace digital...

Businesses are losing Gen Z customers. Here’s 3 ways that AI can help

This article was co-authored by Devon King (Senior Account Executive, Sales) and Colm Bermingham (EVP, Sales) at Inbenta.Businesses are losing Gen Z. At least, those businesses that aren’t living up to the expectations of their young, savvy, digitally native customers. Combined with...

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...

Three recent findings on how AI is impacting CX

In 2023, the world returned to ‘normalcy’, with people spending more time offices and at in-person events, having face-to-face interactions, and traveling more. At the same time, many organisations faced macroeconomic pressures to do more with less, while maintaining sky-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...

The future of retail: how synthetic data creates enhanced customer experiences

In 2016, a viral YouTube video showcased a new convenience store concept. It quickly gained over 16 million views and sparked much online chatter. The store allowed customers to walk in, pick up their items, and leave. No queues, no...

Focusing on employees’ experience will help telecoms better serve their customers 

Being able to provide the same service to all in the face of rapid technological development is the major challenges that telecoms providers are currently facing up to – and the best way to help their customers is to prepare their employees.Capita have recognised that differing key industries take on different approaches to their consumers. And...