Fluid Strategy for the Fluid Consumer
Ofcom’s latest Communications Market Report has shed light on the rapid uptake of connective technology amongst consumers, which has profound implications on the way organisations manage customer engagement. This rate of change in consumer habits, with 78% of the...
Customer Service as a Business Metric: Does Your Contact Centre Measure Up?
High-quality customer service is becoming the most important business metric – and it starts in the contact centre Recent trends have shown that 64% of people find customer experience to be more important than price when making a purchase. Customer experience covers...
Customer Service – the New Battleground for Business
Customer service has never been more essential to maintaining strong relations and growing a successful business. When done correctly, organisations are able to stay connected with their customers and have the ability to obtain valuable feedback – but until recently...
Leveraging AI and robotic process automation technology to personalize customer experience
Customers want to get personalized experiences whenever they engage with companies and brands. This is the norm today. Customer experience is not just the sale itself but it starts from the moment they land on your site, to after sales. A pleasant customer journey can...