CX

While competition among B2B and B2C companies increases, Extended Reality (ER) takes the lead in marketing strategies The era of digitisation has prompted an increased demand for Extended Reality, which constitutes AR and VR technologies. With the market expected to reach 333 billion by 2025, at a CAGR of over 50 from 2020 to 2025, […]

For comprehensive customer experience management, the objective is a parallel adjustment to delivering voluntary customer experiences. The recent pandemic has sped up the new digital customer behaviours across the world. The growing shift towards digitisation has required big and small businesses to modify their strategies, meet unique client requirements and priorities, and know-how to engage a digitally […]

AI in the retail industry presents a host of features that tailors the customer experience throughout the journey. Let’s find out how some of the renowned Middle Eastern brands are using AI to enhance the customer experience in retail. AI-based solutions prospect cost-saving of a whopping USD 340 billion within current deployments. In the Middle East […]

Times, tastes and trends always change. We live in an era of digital Darwinism, the evolution of technology and markets and its impact on norms and behaviours.  To better compete, we need to see the world through the eyes of the customer. This is why I believe that when we discuss “customer experience” as an […]

In this exclusive interview with MarTech Vibe, Frederik Bisbjerg, Chief Operations Officer, Noor Takaful talks about reimagining customer experience in a time of change. 1. What’s the best way for organisations to reshape strategy to meet sharp shifts in customer behaviour? The short answer is companies need to redesign their operating model to be much […]

Is the future of customer experience already here? Imagine augmented reality bringing Dubai Mall into your homes. Chatbots are intuitively conversational. 3D Printing is delivering customised and locally made goods. Mobile & wearable devices are becoming embeddable. Biometric and embedded payment systems will become mainstream. From mobile phones to smart home assistants, consumers have embraced […]

Genesys survey highlights cultural differences as the U.S., China and India show the highest rate of frustration while seeking help. More than half (52%) of U.S. respondents in a recent survey revealed that they become so frustrated when soliciting customer support that they swear or even cry. This figure is similar to U.K. survey results (50%) […]

A global study released by Accenture Interactive at the annual B2B Online conference highlights the urgency for B2B leaders to combine a human-centred approach to sales with investments in digital tools to improve the service experience for customers and achieve lasting growth. The study titled Service is the New Sales, surveyed 748 B2B buyers and 1,499 B2B sellers […]

Chatbots have sparked a debate about their effectiveness and appeal to customers. A lot of it depends on how customers feel about talking to a bot during customer service requests. That’s where NLP comes in. NLP, or Natural Language Processing, as per Gartner, is a technology that “involves the ability to turn text or audio […]

Today, technology has impacted the world. And any organisation that wants to put across a strategic, forward-thinking perspective is judged by the emphasis they place on technology and Artificial Intelligence. For a lot of us, the first brush with AI and machines was with movies like Stanley Kubrick’s – 2001: A Space Odyssey. Most people […]