customer experience

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 […]

According to a study by IDC and Liferay, 60 per cent of insurers say attracting and retaining customers are their top priorities. Providing personalised experience to new digital customers is a must for any insurer to build loyalty and long-term relationships. Insurers are increasingly looking at technology to drive this growth strategy based on customer […]

When he talks, Brian Solis, Global Innovation Evangelist at Salesforce, digital anthropologist and futurist and author of eight books, including The Experience When Business Meets Design, uses the words challenge and opportunity interchangeably. The pandemic, he says, is an opportunity to reimagine the way customers experience a brand by considering changing consumer behaviour and redefining brand […]

Before moving forward in your digital transformation journey, it’s essential to understand where you stand. It’s not uncommon to have buzzwords flying in the real or virtual meeting room. Some marketing teams are guilty of overusing terms like personalisation, customer experience, Net Promoter Score and data analytics without having the inherent capabilities to action these […]

Accelerated by the pandemic, AR/VR marketing has gripped real estate, helping customers to make informed decisions from the comfort of their home Typically, a real estate agent or an advertisement promises a garden, security system, and a garage to prospective homebuyers, but on a real-life visit, one might find a swing set for a garden, […]

Findings from the report reveal a large gap between organisations’ desire to leverage AI in the contact centre and their ability to manage it effectively.  Customer experience company Talkdesk, Inc. released its new research report, The Future of AI in the Contact Center. The report examines the key drivers and expectations of AI growth between […]

The Middle East is all set to be a hotbed for augmented reality (AR) and will be witness to business transformation through increased customer connections and conversions. AR is poised to become the next frontier of mobile and digital engagement and will be a determining factor to measure how brands use AR to elevate customer […]

Do brands understand the mechanisms of emotional marketing? From strategies, data analytics to emotional ethics, some critics raise their eyebrows Don’t walk like a girl. Don’t throw like a girl. Don’t talk like a girl.  These stereotypical insults were taken on-screen with the hopes of shattering the derivative statement “Like a Girl.” With over 90 […]