Shop Direct first European retailer to adopt Pindrop’s Voice Security and Authentication to protect customers

Pindrop, the pioneer in voice security and authentication, has announced that Shop Direct, which operates digital department stores including Very.co.uk and Littlewoods.com, will become the first etailer in Europe to introduce Phoneprinting™ technology to further protect its four million customers. Continue reading Shop Direct first European retailer to adopt Pindrop’s Voice Security and Authentication to protect customers

New Calabrio Study Reveals C-Level Executives Rely on Limited Data to Drive Business Change

Companies know they must adapt to change in order to compete, but often don’t rely on a wide enough lens into data to drive change. A new study announced, “Business Transformation and Analytics: Driving Change in a Customer-Centric World,” reveals 85% of executives know that data and analytics are critical to informing sales and marketing changes within the business, yet 39% admit to relying too heavily on one data point. Continue reading New Calabrio Study Reveals C-Level Executives Rely on Limited Data to Drive Business Change

Research finds UK consumers demanding more detailed, personalised answers from brands

Providing more detailed, personalised answers to consumer questions on their channel of choice is now key to winning and retaining customers – but brands in the UK are failing to meet rising expectations. 91% of consumers surveyed by Eptica say not answering their questions satisfactorily annoys them and makes them less loyal, with 75% complaining that customer service agents don’t have the information needed to respond to their queries. 70% say they get inconsistent answers across different channels. Continue reading Research finds UK consumers demanding more detailed, personalised answers from brands

NICE inContact Empowers Companies in Europe to Provide Exceptional Customer Experience with CXone

NICE inContact (a NICE business) announced the availability of NICE inContact CXone in Europe, with redundant data centers in Frankfurt and Munich, Germany to give organizations regional access to a complete suite of cloud applications that serves local needs and enables organizations to comply with new European GDPR data security regulations effective May 25, 2018. Continue reading NICE inContact Empowers Companies in Europe to Provide Exceptional Customer Experience with CXone

Alternatives to phone are essential for successful customer engagement, says research from Aspect Software

UK consumers would rather go to the dentist or have no internet for a whole day than contact a customer call centre by phone. This is according to new research from Aspect Software, which underlines how giving customers a choice of communications channels is the best approach when it comes to successful customer engagement. Continue reading Alternatives to phone are essential for successful customer engagement, says research from Aspect Software