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.

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.