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
Monthly Archives: September 2018
OTP Bank selects eGain’s knowledge management for customer service
eGain, the leading provider of cloud-based customer engagement solutions announced that OTP Bank, one of the largest banks serving Central and Eastern Europe, has selected eGain for omnichannel customer service. Continue reading OTP Bank selects eGain’s knowledge management for customer service
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
Salesforce Supports Automobili Lamborghini in Building Connected Customer Experiences
Salesforce, the global leader in CRM, announced that Lamborghini—the Italian brand and manufacturer of super sports cars and Super SUVs—is using Salesforce to connect every aspect of the Lamborghini ownership experience. Continue reading Salesforce Supports Automobili Lamborghini in Building Connected Customer Experiences
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
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?