A recent spate of consumer boycotts should impel customer service centres to improve customer experience to avoid suffering this fate, says Aspect Software.
Ensuring teams are using solutions correctly and that they're trained to monitor the correct metrics is vital to maintaining high service levels, says Inovo.
Contact centre managers must commit more time to BI, provision workloads, and making the change in role from enforcer to mentor, says Ocular Technologies.
Aspect's CXP platform stood out because of its ease-of-use, omni-channel capabilities, and ability to design and handle multi-modal interactions.
Navigating the CX value chain
Marnitz van Heerden, Head of Customer Experience at Discovery Health, shared his views on the changing role of the CxO, measuring value against revenue and the upcoming CX Summit. Taking place at The Maslow on 5 October, the CX Summit is an unmissable event that will connect the dots between tech, employees and customers. To register, go to www.itweb.co.za/event/itweb-cx-summit-2023 today! #ITWebCX2023 #discoveryhealth #customerexperience
Messaging is the best customer service conversation channel, says Ebrahim Dinat, COO of Ocular Technologies.
ITWeb CX Summit Executive Dinner
The company deploys IBM Watson to improve programming as well as customer engagement.
Everything, everywhere, all at once in CX
Sponsored by Verint, the ITWeb CX Summit 2023 will connect the dots between tech, employees and customers by providing insights and learnings into how to ensure that organisations reach customers where and how they want to be engaged. With an agenda that speaks to the entire CX value chain, the event - taking place on 5 October at The Maslow in Sandton - will equip organisations with the means to ensure their tech stacks and strategies bring their customers closer and keep them there. Register at itweb-cx-summit-2023/registration today! #ITWebCX2023 #verint #customerexperience
INOVO introduced a solution called Customer Interaction Management to help DirectAxis improve the workflow of their loan applications process.
Colin Whelan from Aspect discusses advances in workforce optimisation and having the right people, in the right place with all the tools they need.
The market is evolving due to shifts in the impact of mobility and role of digital channels, says Frost & Sullivan.
Understanding customer behaviour and creating services around client needs will lead to sustainable positive experiences.
The chatbot provides a basic life insurance quote to clients via Facebook Messenger, based on their profile.
TransUnion Africa CEO Lee Naik advises companies how to "McGregor" their way to providing the ultimate customer experience.