Proactive & Pre-emptive vs Reactive & Responsive

By Graham Ede – CEO – Yonder Digital Group In today’s customer experience arena, businesses cannot rely on a reactive service alone to beat competitors; superior customer service anticipates and pre-empts rather than waiting for the customer to get in touch. However what does this actually entail? A proactive approach can come across as obtrusive if customers feel they are being inundated with communications so there needs to be a focus on providing useful information and intelligent advice, providing extra value to customers. Continue reading Proactive & Pre-emptive vs Reactive & Responsive

NICE Introduces NEVA, The World’s First Robotic Virtual Attendant for Employees

NICE took customer service to a new level of cognitive intelligence via the launch of NICE Employee Virtual Attendant or NEVA, the world’s first virtual attendant, designed with the employee in mind. Powered by NICE’s proven, market leading Desktop Automation technology, NEVA offers real-time process guidance when called for or automatically when an opportunity is identified. Continue reading NICE Introduces NEVA, The World’s First Robotic Virtual Attendant for Employees

8×8 Acquires MarianaIQ to Strengthen AI Capabilities for Enterprise Communications

8×8 announced the acquisition of MarianaIQ (MIQ), a high-growth Silicon Valley startup, as part of the strategic investments it has been making in AI and Machine Learning. MIQ brings deep learning capabilities to the newly announced X Series to transform both employee and customer experience. Continue reading 8×8 Acquires MarianaIQ to Strengthen AI Capabilities for Enterprise Communications

Booking.com opens first call centre in Baltics, to employ 900 people

Today (15th May 2018) Booking.com, the global leader in connecting travellers with the widest choice of incredible places to stay and digital technology leader, celebrated the official opening of the first call centre in the Baltic region to support Booking.com customers and partners. Continue reading Booking.com opens first call centre in Baltics, to employ 900 people