Jacada, a provider of AI and RPA powered virtual assistants, recently released key insights on why contact centre employees are stressed and how their stress negatively affects the customer experience. “We wanted to get an unfiltered, insider look into how contact centre employees view their roles, what their pain points are, and what solutions they […]
Aisera announced that it has significantly enhanced its Customer Service & Customer Experience (CX) solutions. The company has expanded the AISM platform to fortify Customer Service and CX products with comprehensive Revenue Acceleration, Billing, Subscriptions, Customer Support, and other business processes automation. This expansion augments and improves the entire Customer Experience—delivering deeper Customer Intelligence and […]
To provide a more personalised experience, businesses are using AI algorithms to start a dialogue with the customers Digital transformation in commerce has existed for long, but it witnessed an accelerated growth during the pandemic. As millions of people were confined to their homes, the footfall in brick and mortar stores ceased, and people turned […]
World leader in Automation, Roboyo, has acquired AKOA to form the world’s largest Intelligent Automation professional services company. The combined company will strengthen its global presence with over 230 employees at locations in 16 cities, across 9 countries and 3 continents. Roboyo’s European CEO, Nic Hess states, “As automation adoption accelerates within the enterprise environment, […]
Customers are more demanding than ever before, making Customer Experience (CX) a key differentiator to help brands stand apart. According to a recent study, 77 per cent of customers said they would take their business elsewhere if they received poor service. What customers value most from companies is personalised service and a deep understanding of […]
As the industry gravitates around Customer Experience (CX) for revenue growth, CX measurement becomes a vital element of business strategy The two foundations of customer loyalty, trust and confidence, are being put to test, states a 2020 Deloitte report. Six months into 2021, it still holds true and anxiety is high. The change in consumer […]
Servion and McorpCX will work closely to empower enterprises to consult, design, implement and support Cisco Webex Experience Management. Servion Global Solutions, a contact center and customer experience (CX) solutions provider, has partnered with McorpCX to provide customer experience management solutions to global enterprises looking to level-up their CX game. Under this partnership, McorpCX will […]
Genesys, a global leader in cloud customer experience and contact centre solutions, has announced new Messenger API support for Instagram, providing companies with a new way to interact and orchestrate personalised experiences across marketing, sales and service for customers on one of the world’s largest social media platforms. Instagram is quickly becoming a preferred social […]
While podcasts are becoming a popular advertising tool in, many audio brands are looking to launch several ad formats for increased monetisation Traffic jams and long drives are not the only time when people lend their ears to audio. Over the years, audio streaming has evolved with smartphones and smart devices replacing traditional radio. The […]
Businesses are increasingly relying on sentiment analysis tools to determine their brand worth and tailor customer experiences. What aspects of banking do customers despise the most? A bank in Johannesburg was deeply worried about its value perception in the highly competitive market and leveraged Repustate’s AI-powered sentiment analysis API to derive data from two […]
