When adding artificial intelligence to your organisation, the best first step is to create a plan for integrating AI and robotics into the omni-channel experience that you’ve already developed. It doesn’t mean that you need to change everything about the customer experience just because you’re implementing new capabilities. Continue reading The First Step to Integrating AI in your Customer Experience →

Colin Hay at Puzzel assesses the latest research and believes it’s time to raise the bar for humble emails… Continue reading Email in contact centres: 5 reasons to give it a second chance →

Turning customer interactions into opportunities is easier than you think says Colin Hay at Puzzel. The trick is to keep it simple and to give contact centres the “wow” factor with some quick and easy wins… Continue reading Customer Interaction – Keep it simple: 8 Ways to re-energise customer service →

by Jeremy Payne, International VP Marketing – Enghouse Interactive… Continue reading “Weathering the Snowstorms” – How Customer Communications Can Cope in a Crisis →