Tag: Digital transformation

What is MultiCaaS and why is it the contact centre of the future?

As a contact centre or IT leader, you don’t need another acronym to add to the pile. But that’s the beauty of the newest acronym in the industry, MultiCaaS—it’s the only CaaS acronym you need to operate your entire business...

The importance of benchmarking Gen AI for effective CX usage

Testing the IQ of an AI may not be a familiar concept, but it’s something companies must do if they want to ensure a great customer experience. As it stands, generative AI applications like ChatGPT, Bing and others are still a nascent space. They...

Is your customer cheating on you? Preventing customer disloyalty in the digital age

In an increasingly digital world, customers are becoming more discerning. They expect top-of-the-line products, personalised offers and rewards, and to have their queries resolved immediately, whether online, via text message or over the phone (or even all three).  Attracting customers is becoming harder...

How is Zoom navigating the future of customer engagement? Interview with Zoom’s Head of Contact Centre

In the fast-evolving landscape of Contact Centre as a Service  (CCaaS), one name stands out as a driving force in revolutionising customer experiences – Zoom. Today, we are privileged to talk with Ben Neo, the Head of Zoom Contact Centre and CX...

Reward your customers, and they’ll reward you with their loyalty 

According to McKinsey, 81% of shoppers have changed their consumption behaviours in the face of soaring prices and inflation levels.Two-thirds of shoppers are making less impulsive purchases More than half are spending longer researching and considering purchases 47% are holding out more...

What does 2024 hold for customer service? 

From instability to a cost-of-living crisis, customer service in 2023 has had a lot to overcome. As we start 2024, there is scope to hope that this could be the year for positive change for customer service. Going forward, more businesses will be focused...

CX and Hospitality: what can we expect to see in 2024?

Navigating the hospitality industry presents a thrilling yet challenging prospect due to its unpredictable nature from one season to the next. Mastering the ability to adjust to the dynamic forces shaping both local and global markets, along with the ever-evolving...

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...

Why XR could make a big difference to your customer and employee experience in 2024

AI, web 3.0 and the metaverse are big buzzwords these days in marketing and tech circles. Futurescoping has skyrocketed ever since Mark Zuckerberg introduced his grand metaverse plans. Industry talk has materialised into actual investment with big brands purchasing “land”...

The empathy revolution: 5 ways that AI will transform customer and employee experiences

For many customer experience leaders, artificial intelligence (AI) is both a shiny object and a business imperative. More than three-quarters of senior executives say AI will be a critical part of their customer experience (CX) operations in the coming years. AI will enable organisations to reshape their customer and...