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#Winning: teams that deliver exceptional customer experience

The pressure is on to create powerful customer experiences at every touch point, says Nashua.

LoyaltyPlus' refined AgriBonus builds revenue for farmers

LoyaltyPlus first developed AgriBonus in 1998, and it now has 45 000 commercial farmers and 60 000 part-time, generating its income primarily from third-party partners.

Viewpoint : #yourbotsaidwot

In a world where human speaks to machine and vice versa, we are forced to relearn our cultural familiarities, says Pommie Lutchman, CEO at Ocular.

Enghouse continues to challenge the market

Gartner names Enghouse Interactive a top challenger in its latest Magic Quadrant for Contact Center Infrastructure 2018.

Chatbots part of the conversation in insurance industry


Traditional insurers are now exploring the potential of bots to offer customers a better user experience.

Arch Infinity Loyalty: a case study

A multi-tier plan was implemented when launching the Arch Retail rewards programme, offering unique sales promotions and aggressive pricing.

Choosing the right process optimisation solution

In the contact centre environment, the differences between business process management and robotic process automation may not be immediately apparent, says Wynand Smit, CEO of INOVO.

Digital transformation requires transformed BPM: Forrester

It will not occur unless organisations automate operational processes involved in delivering services to customers, the firm says.

Happy helpers

The assistance revolution is here, as chatbots and voice assistants transform business.

Experiences that match expectations

Only humans can understand the full context of the customer journey and decide how to design or re-engineer this journey, says Nick Durrant, MD of Bluegrass Digital.

J2 Software cautions about rewards programmes' breaches

Rewards programmes are a ripe picking ground for cyber crooks because they are often less secure, the company says.

SAP plays catch up in 'front office' software

6 Jun

The company makes its long-anticipated move to bring together all its "front office" software into a single, integrated offering.

DiData's Merchants acquires Canadian BPO solutions provider Millennium 1

The acquisition will expand Merchants' go-to-market offerings in North America, says Dimension Data.