customer service

Marketers who rely on the same strategies from the pre-pandemic world will fall behind. How do you perceive customer loyalty today?

With customer expectations regarding services soaring high in 2022, it has become necessary for applications to offer clean and fast checkout experiences. Imagine a customer placing an order on an online platform – she immediately expects the chime on mail confirming the order or an SMS doing the same. But, if that does not happen […]

Consumer behavioural shifts during Ramadan see social media service expectations surge. During the holy month of Ramadan, it’s not uncommon for businesses to extend their opening hours or run special offers. But how well are top brands accommodating to their consumers’ behavioural shifts on social media? DataEQ conducted a cross-industry social media trends study on […]

Chatbots will not replace humans entirely and vice versa, but a mix of the two can enhance customer service

Coveo Solutions, a provider of AI-powered platforms for search, recommendations, and personalisation within digital experiences, launched capabilities designed to help customer service employees deliver personalised customer experiences. Coveo’s new capabilities provide customer service agents a clearer view of the full customer journey without leaving their screens. “Attracting and retaining customer service agents has never been […]

Organisations worldwide are still accelerating digital transformation initiatives, especially conversational AI in customer service.

Qatar Tourism (QT) has launched its Tourism Hotline to boost communication with stakeholders, visitors, and residents. The new hotline can be reached at 106 and is operational 24/7. With the ease of travel restrictions and gradual rise in inbound flights, Qatar is competing with regional markets to attract more visitors. To help visitors make the […]

DHL Express MENA recently launched a direct flight from Bahrain to Istanbul, following a lease agreement with Texel Air whereby DHL has contracted the cargo operator’s Boeing 737-800BCF aircraft for this route. This move supports DHL’s Middle East network optimisation strategy, increasing air efficiencies and enhancing transit times. The new Bahrain-Istanbul-Bahrain flight will be operated […]

Pegasystems launched Pega Voice AI and Messaging AI, two solutions that analyse live customer service conversations in real-time to help agents resolve service requests. These AI solutions operate as copilots for agents, listening to live voice and chat conversations, recommending steps to resolution, off-loading manual processes like data entry or searches, and analysing intent to […]

CX expert Gregorio Uglioni talks about the future of customer experience concerning omnichannel marketing, loyalty, and predictive analytics “Experiences are the key differentiator in business. It’s something that cannot be easily copied. If companies compete on price, everybody will lose. The prices will often decrease and the quality of the product and service will also […]