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.

Businesses need to leverage technology to make customer experiences seamless across multiple touchpoints and allow them to have context-enriched conversations.

Delivering a good CX requires an understanding of the rising expectations of today's customers and their rules of engagement.

An ITWeb survey reveals that 14% of respondents have only partially deployed AI.

We've become accustomed to encountering chatbots online, but it's still early days for the contact centre chatbot in South Africa.

Freshworks has taken an omnichannel approach to customer service, using chatbots to service simple requests and human interaction for more complex issues.

Reverse-engineer these five omnichannel customer engagement tricks to streamline support.

The majority of IT and business execs admit to not fully understanding how to tackle AI across their customer services, reveals an ITWeb survey.

The workplace is becoming mobile and always available, forcing organisations to reimagine the employee experience.

What is digital transformation and how does it fit into IT service management?