Connected customers expect a hyper-personalised, effortless experience but organisations are slow to respond

NTT Ltd., a world-leading global technology services provider revealed the findings of its annual Global Customer Experience Benchmarking Report titled “The Connected Customer: Delivering an effortless experience. According to the research, only 5% of organisations in Europe are delivering a fully functioning experience, yet more than half (51%) consider CX to be a primary differentiator. Continue reading Connected customers expect a hyper-personalised, effortless experience but organisations are slow to respond

Freshworks Acquires AnswerIQ

Freshworks, the customer engagement software company, announced the acquisition of AnsweriQ, a provider of ML and AI for larger enterprises that want to better serve their customers. AnsweriQ complements Freshworks’ AI engine, Freddy, by enabling enterprise organizations to fully leverage their existing customer data to scale self-service experiences and automate complex customer workflows. Continue reading Freshworks Acquires AnswerIQ

Liquid Voice and Speechmatics expand partnership to minimize GDPR-related risk and protect vulnerable customers

Speechmatics, a UK leader in any-context speech recognition technology that enables companies to rapidly build innovative applications, has expanded its 3-year partnership with interaction recording and quality monitoring company Liquid Voice. Continue reading Liquid Voice and Speechmatics expand partnership to minimize GDPR-related risk and protect vulnerable customers