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3:00

Post-COVID customer service: Evolve or lose business

Customer expectations have changed dramatically during the lockdown, says Freshworks.

3:20
18 Jun

Evolution of BI in customer experiences

Disparate. Disrupted. Disorganised. The face of intelligence is changing.

3:20

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.

3:00
May 13, 2020

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.

5:20
Apr 9, 2020

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.

2:50
Mar 19, 2020

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.

4:20

How UC can improve CX

UC can offer enormous advantages in terms of cost-effectiveness, greater efficiencies and significantly improved service levels, enhancing CX, says John Bowen, senior UC specialist at TechnoChange Solutions.

4:30
Mar 5, 2020

Revolutionise your customer experience

Today’s customers are firmly in the driver’s seat and relationships with them can’t be ‘managed’, but instead evolved, developed and nurtured, says Steve Tzikakis, president EMEA South at SAP.

4:00

Ignore customer experience at your peril

Customer experience is not just a matter of a business shift; it is a matter of survival, says Westcon-Comstor.

1:40

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.

2:30

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.

4:20
Feb 7, 2020

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.

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