Tag: Customer service

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...

Winning back customer trust with conversational AI

We’ve all experienced the exasperation of navigating automated phone systems, desperately pleading to speak to a human representative to address our issues. It’s a common frustration and one that reveals a pivotal challenge in the realm of customer support.  Despite the...

Three tactics to improve customers’ post-purchase experience

‘The customer is always right’ as they say, but how much truth is there to this? In recent times, the gap between retailers and customers has grown, especially when it comes to how they view the post-purchase experience. For example, a recent...

Motor finance affordability, and how to get your consumers on board

The motor finance and leasing market is taking a leaf out of the mortgage industry’s book by increasingly moving towards a ‘finance first’ approach. Consequently, affordability is determined during the customer’s journey and ahead of the actual point of purchase. Capita...

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...

How can data analytics help us understand different countries’ unique shopping dynamics? 

Online shopping gathered momentum in the last decade and registered all time high growth during the Covid-19 pandemic. e-Commerce grew 25% in 2020, and sales touched almost US$ 5 trillion in 2021. However, the growth trajectory was not similar across markets. The European Union is a classic example of how each country has unique online shopping dynamics. This is mainly due to differences in consumer...

Prioritising CX in the travel and leisure industry

As interactions within the travel and leisure industry become increasingly digital, expectations of smart and sophisticated experiences rise higher. Today’s consumers demand personalisation, effortless self-service and immediacy. Their changing behaviours are impacting the customer journey.  Travel and leisure brands must adjust their...