Tag: Digital transformation

Webex’s guide to conversational messaging can enhance brand interaction

Our world is becoming increasingly digitised by the minute. Organisations that aren’t embarking upon digital transformation will be left behind by consumers. The way we interact with consumers has progressed massively.  Conversational messaging through digital communication channels is on the rise. Are...

How to implement data-driven decision making through Supply Chain 4.0

The retail industry has become accustomed to dealing with disruption over the past few years. COVID-19 lockdowns brought about unpredictable challenges, such as overstocked warehouses, port issues and order cancellation due to suppliers shutting down. This has continued into 2022....

How do you know if your digital product launch is a success?

To have a meaningful discussion about measuring success, you need to understand that it will be completely different for each digital product. It’s not possible to perform well and achieve great results if you don’t have a clear view of...

Lack of consumer trust across industries, from media to governments

The 2022 Thales Consumer Digital Trust Index: A Consumer Confidence in Data Security Report has revealed that there is a lack of consumer trust across industries to protect their personal data. Based on a survey of more than 21,000 consumers...

AI implementation: overcoming the barriers to success 

The strategic value of artificial intelligence (AI) is widely recognised by customer experience (CX) leaders worldwide. However, AI implementation in the contact centre appears to have slowed over the last year. Why the disconnect?   Recent Talkdesk research explores why CX leaders...

Harnessing AI for next generation customer experience 

There’s no secret to what consumers want when they interact with brands. That is – convenience and speed. The brands that delight customers are those that have easy, fast, and smart self-service.  Now AI that is purpose-built for customer experience (CX)...

The high street come back: how to transform the customer experience 

The most notable effect of the pandemic on consumer habits has been the great shift away from physical spaces into the digital realm. The impact was so severe that household names like Debenhams couldn’t survive the seismic change. Ecommerce accelerated...

Gartner outlines six trends driving near-term adoption of metaverse technologies

Six trends are driving the use of metaverse technologies today and will continue to drive its use over the next three to five years, according to Gartner, Inc. Marty Resnick, VP analyst at Gartner said that while widescale adoption of metaverse technologies is more than...

Managing vulnerable customers with a humanised digital CX approach

Mounting inflation and economic challenges in the wake of the pandemic have meant that an increasing number of customers are experiencing financial vulnerability. The onus is now on companies to help their customers ride out these difficult times with a...

Starting your journey of CX digital transformation

When was the first time you heard the phrase ‘digital transformation? The idea of building your business model around digital is nothing new. But as consumer expectations, commercial realities, and the competitive landscape continue to change, few could ever say...