Customer engagement is more important than increasing profit and business growth, says the C-suite

Customer engagement is one of the most highly valued business functions for the C-suite and has firmly established itself as a board level issue, according to the latest research from Aspect Software. However, there is a recognition that no system is perfect, with several steps needed to be taken in order to improve the customer contact centre and subsequently bolster the overall customer experience. Continue reading Customer engagement is more important than increasing profit and business growth, says the C-suite

Create Seamless, End-to-End Customer Support Experiences

Over the years, companies have invested millions in their contact centres to provide support to customers calling to purchase, enquire, complain, apply or seek assistance. Traditionally, this has been the ‘tried-and-tested’ option as companies continued to invest in their contact center in order to build their customer support capability. But as customers have moved to digital channels, this approach is no longer enabling organizations to meet their customers’ expectations. Continue reading Create Seamless, End-to-End Customer Support Experiences

Research Shows Consumers Warming to AI But Want More Transparency, Data Privacy, and Human-like Touch

A new global study released by Pegasystems, the software company empowering customer engagement at the world’s leading enterprises, revealed consumers are open to the promise of AI-powered customer experiences but need more transparency, data privacy, and a human-like touch to feel more comfortable with machine-powered interactions. Continue reading Research Shows Consumers Warming to AI But Want More Transparency, Data Privacy, and Human-like Touch

Pegasystems Survey Reveals Financial Institutions Slow to Shift to Customer-Centric Sales Culture

Pegasystems announced a new global survey that shows financial services institutions need to accelerate their move to a more customer-centric sales culture. While the wide majority of financial services firms and banks realize they must shift from product-based to relationship-based selling to remain competitive, only one-third of banks have successfully made the transition. Continue reading Pegasystems Survey Reveals Financial Institutions Slow to Shift to Customer-Centric Sales Culture