Creating customers for life in a digital world
Businesses need to think beyond a good individual customer experience, to create a customer for life, says Vishal Chopra, head of Field Marketing at Freshworks.
White paper: The new rules of customer engagement
Customers want experiences marked by immediacy, personalisation and convenience.
White paper: The ultimate guide to omnichannel customer service
How to create seamless cross-channel experiences and win customers for life.
Keeping up with the modern customer
Businesses need to leverage technology to make customer experiences seamless across multiple touchpoints and allow them to have context-enriched conversations.
New rules of customer engagement
Delivering a good CX requires an understanding of the rising expectations of today's customers and their rules of engagement.
SURVEY: Business leaders admit to not ‘fully understanding’ AI
An ITWeb survey reveals that 14% of respondents have only partially deployed AI.
Chatting with bots
We've become accustomed to encountering chatbots online, but it's still early days for the contact centre chatbot in South Africa.
I get by with a little help from a chatbot
Freshworks has taken an omnichannel approach to customer service, using chatbots to service simple requests and human interaction for more complex issues.
eBook: Omnichannel engagement a priority for companies
Reverse-engineer these five omnichannel customer engagement tricks to streamline support.
Business leaders admit to not 'fully understanding' AI value
The majority of IT and business execs admit to not fully understanding how to tackle AI across their customer services, reveals an ITWeb survey.
White paper: Raising the bar for digital employee experience
The workplace is becoming mobile and always available, forcing organisations to reimagine the employee experience.
White paper: Digital transformation
What is digital transformation and how does it fit into IT service management?