The vast majority of retail customers (87.9%) felt the shopping experience improved during the pandemic. This coincided with a move to online services and apps, with many saying they will continue to shop in this way even after the pandemic subsides. There is also greater willingness to share personal data, according to new research from analytics leader SAS. Continue reading Nearly nine in ten retail customers feel shopping experience improved during pandemic
Monthly Archives: November 2021
Leading Japanese BPO Adopts NICE Enlighten AI for Smart Quality Management and Improved Customer Service
NICE announced that NTT Marketing ACT, one of the largest business process outsourcers (BPO) in Japan, has selected NICE Nexidia and Enlighten to automate the bulk of its quality management processes. Continue reading Leading Japanese BPO Adopts NICE Enlighten AI for Smart Quality Management and Improved Customer Service
Webhelp Welcomes Tech Leader Benjamin Faes to Executive Committee
Webhelp, a leading global provider of customer experience (CX) and business solutions, announced that Benjamin Faes has joined the group from his leadership role at Google. As Global Managing Director, Benjamin reinforces the company’s executive leadership team at a time of significant growth, including an expanding technology client portfolio. Continue reading Webhelp Welcomes Tech Leader Benjamin Faes to Executive Committee
Sabio Group Strengthens Operations in Spain with Strategic New Appointment
Sabio Group, the digital customer experience (CX) transformation specialist, has strengthened its Spanish operations following the announcement of a “significant” appointment. Continue reading Sabio Group Strengthens Operations in Spain with Strategic New Appointment
Philips integrates MedChat’s AI capabilities to optimize automated patient communication and hospital workflows
Royal Philips, a global leader in health technology, announced a collaboration with USA-based MedChat to integrate MedChat’s live chat and AI-driven chatbot services into Philips Patient Navigation Manager, helping improve call centre efficiency and speed the time to resolve patient inquiries. Continue reading Philips integrates MedChat’s AI capabilities to optimize automated patient communication and hospital workflows
Nectar Expands Modern Collaboration Support Portfolio with Zoom Analytics Tool
Nectar Services Corp., the leader in delivering actionable insights for the cloud collaboration and contact centre markets, announced Nectar for Zoom, a UCaaS digital experience analytics solution. The solution delivers actionable insights to enterprise IT support and managed services teams to enable effective troubleshooting and user experience analytics, adoption rates and usage trends within the Zoom platform. Continue reading Nectar Expands Modern Collaboration Support Portfolio with Zoom Analytics Tool