customer experience

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

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 […]

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 […]