New research finds not valuing customers leads to $136 billion switching epidemic

New research released by CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, reveals that US businesses have contributed to a switching epidemic by not valuing customers or listening to them when they have problems. Continue reading New research finds not valuing customers leads to $136 billion switching epidemic

Using AI-powered Virtual Agents to Optimize the Customer Experience of Your Contact Centre

Artificial Intelligence-powered virtual agents present significant potential to improve the customer experience (CX) in the contact centre while reducing costs. Many companies are facing business challenges such as high customer expectations, limited automation options, difficulty in implementing and deploying new contact centre technologies, and agent attrition. Continue reading Using AI-powered Virtual Agents to Optimize the Customer Experience of Your Contact Centre

British Heart Foundation selects Yext for Digital Knowledge Management

British Heart Foundation, the largest charity retailer in the UK, has selected Yext, the leader in Digital Knowledge Management (DKM), to maximise the online discoverability and local visibility of its Furniture & Electrical branded stores across the UK. Yext helps British Heart Foundation drive increased footfall to stores, encourage donations, and help understandings of the services each store provides. Continue reading British Heart Foundation selects Yext for Digital Knowledge Management

Vodafone and FaceMe to launch world-first Digital Human for a global telco

Vodafone announced it will be the first global telecommunications company to launch an Intelligent Digital Human, powered by FaceMe.The launch is another example of how Vodafone is working to transform customer service at every touch point and offer engaging, personalised digital experiences. Continue reading Vodafone and FaceMe to launch world-first Digital Human for a global telco

Everest Group Recognises Conduent in Banking, Property and Casualty Insurance, and Business Process Services Categories

Conduent Incorporated, a digital interactions company, recently earned three industry recognitions from Everest Group for business process outsourcing in multiple industries. Continue reading Everest Group Recognises Conduent in Banking, Property and Casualty Insurance, and Business Process Services Categories

Banks need to take the lead in addressing authorised push payments (APP) fraud, says Aspect Software

Recent figures compiled by banking industry group UK Finance have revealed that over £500 million was stolen from customers of British banks in the first half of 2018, of which £145 million was due to authorised push payment (APP) scams – referring to when people are duped into sending money to a fraudster’s account. Continue reading Banks need to take the lead in addressing authorised push payments (APP) fraud, says Aspect Software

55% of Retailers Plan to Utilize Artificial Intelligence to Improve Customer Service within Three Years

Retailers recognize the value of using artificial intelligence (AI) to enhance customer service, as 55% plan to leverage this technology within three years. According to the 2018 Customer Experience/Unified Commerce Survey, 7% of retailers are currently using AI as digital assistants and chatbots, and another 48% plan to implement this capability within three years. Continue reading 55% of Retailers Plan to Utilize Artificial Intelligence to Improve Customer Service within Three Years