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
Monthly Archives: September 2018
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
Can we calm customer rage for good in 2019?
Despite the growing focus on Customer Experience, many organisations still fall short with their complaints handling procedures. Sarah Simon, Senior Director, CX Consulting at Confirmit discusses the unique potential that the call centre holds to turn customer dissatisfaction into positive, long term engagement. Continue reading Can we calm customer rage for good in 2019?
Introducing Salesforce Customer 360 — Unify the Customer Experience on the World’s #1 CRM Platform
Salesforce, the global leader in CRM announced Salesforce Customer 360, a new way for companies to connect Salesforce apps and deliver unified cross-channel customer experiences. Core to Salesforce’s vision for the Customer Success Platform, Customer 360 will help companies move beyond an app- or department-specific view of each customer by making it easier to create a single, holistic customer profile to inform every interaction. Continue reading Introducing Salesforce Customer 360 — Unify the Customer Experience on the World’s #1 CRM Platform
Forrester Research has named NICE inContact CXone a leader for Cloud Contact Centres
NICE inContact, a NICE business announced that NICE inContact CXone, the world’s #1 cloud customer experience platform, has been named a leader for Cloud Contact Centers by Forrester Research. CXone received the highest possible score in the market presence category and is top ranked in the current offering category. Continue reading Forrester Research has named NICE inContact CXone a leader for Cloud Contact Centres