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

About a third of SA firms are experimenting with using AI in customer service, while 16% have already deployed it.

Artificial intelligence and machine learning have transformed the way vertical markets have come to interact with customers.

How to optimise your support for maximum customer delight.

AI is key to better, faster customer service in the new environment, says Freshworks.

Deliver contextual and effortless experiences at scale.

The ITWeb and Freshworks survey aimed at unpacking how SA businesses are integrating AI into their CX strategies, is in its final week.

Omnichannel customer service has evolved into supporting customers with continuous and connected experiences across channels of their preference.

ITWeb and Freshworks are running a survey to find out how SA firms are integrating AI into their CX strategies.

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.

Customers want experiences marked by immediacy, personalisation and convenience.

How to create seamless cross-channel experiences and win customers for life.