Tag: Omnichannel

The changing scene for brick-and-mortar stores: Why modernisation is key for brands

The role of brick-and-mortar stores has rapidly evolved over the past few years. Despite the speed and convenience of online retail, people still crave the in-store experience. Visiting physical stores allows customers to ask questions, seek support and browse products.However,...

AudioCodes expands Live Platform with AI-powered services to boost CX and EX

AudioCodes has expanded its Live platform with a suite of AI-powered value-added services (VAS) designed to enhance customer and employee experiences for enterprises. The initiative enables service providers and channel partners to differentiate their offerings and tap into new revenue...

Infobip and NTT Com Online launch advanced omnichannel communication platform in Japan

Infobip has partnered with NTT Com Online Marketing Solutions Corporation to introduce NTT CPaaS, an omnichannel communication platform tailored for the Japanese market. This collaboration merges NTT’s trusted SMS and Voice services with Infobip’s CPaaS technology, providing businesses with a...

Applied Labs secures $4.2M to redefine AI in support and operations

Applied Labs has raised $4.2 million in seed funding to develop advanced AI agents tailored to support and operations teams.The funding round, led by Abstract with contributions from Point72 Ventures, Outlander, Tetra, and notable angel investors like Vercel CEO Guillermo...

New Look teams up with Medallia and Higher Oak for omnichannel CX overhaul

New Look has partnered with Medallia and Higher Oak to introduce an omnichannel customer experience (CX) programme across its UK and Republic of Ireland operations. This initiative is designed to enhance how the retailer captures and acts on customer feedback...

Exinity’s AI-chatbot project boosts call deflection rate

Two years ago, the team at Exinity, an online brokerage firm, was looking at its customer pain points. The business, which has over two million clients, in 150 countries, was handling a huge volume of live chats across its team...

Miral Destinations sweeps awards claiming four gold and two silver gongs at ICXA

Miral Destinations enjoyed a blockbuster evening at the International Customer Experience Awards held in London last night.At the black-tie gala event, the hospitality company struck gold in two marquee categories, the CX Team of the Year and CX Leader of...

Consumers want a human touch in customer service

Twilio released a study showing that consumers want to talk to real people. The study found that 48% of UK and German consumers feel most understood when speaking to a person. This suggests that good listening is crucial for building...

How organisations can act on the needs of their customers to set new standards for a great digital CX

As digital further dominates business sales and revenue, organisations are facing major hurdles in decreasing the time between identifying digital opportunities and acting on them. Added to this are teams’ limited ability to capture every customer friction, including small customer touchpoints...

Maximising customer experience in the omnichannel era

The transition from traditional call-based centres to diverse, omnichannel contact centres is here to stay. Omnichannel service transcends the conventional multichannel approach by integrating different modes of communication, closing the technology gaps between them. This integration minimises repetitive information and maximises agent performance, ensuring...