Post-COVID customer service: Evolve or lose business
Customer expectations have changed dramatically during the lockdown, says Freshworks.
One in three firms look to AI to boost customer experience
About a third of SA firms are experimenting with using AI in customer service, while 16% have already deployed it.
Customer loyalty and brand protection define commerce in 2020
There has rarely been a time such as this when businesses have to dig deep, fine-tune continuity strategies and bolster engagement with customers, says LoyaltyPlus.
The connected customer: delivering an effortless experience
Customer experience continues to be one of the greatest challenges across Africa and the Middle East, at a time when client expectations are the highest they have ever been, says Dimension Data.
Intuate Group and UK-based Lokulus launch advanced customer experience platform
The self-service capabilities, process automation and streamlining of manual processes that define the CEM platform enable quicker and easier customer interactions, says Tanica van As, Marketing Communications at Intuate Group.
Business Change Academy launches Customer Experience course
Key areas of the three-day course include analysing the organisation’s view of CX, customer gains and pains, personas, touchpoints, customer journeys and organisational maturity.
IDC and Liferay release report analysing customer experience trends in the insurance industry
It is crucial for insurance companies to develop a relationship with each individual and customise marketing messages to meet specific individual needs.
The practical realities of contact centre trends in 2020
While the potential of innovative contact centre technologies can be tempting, companies must first be certain these will solve business problems.