CX

With 20 years of in-depth understanding of the South African landscape, Nathalie Schooling, CEO, nlighten: Enhancing Customer Experience, talks about the core principles that are essential for creating exceptional customer experience today.

Introducing a new level of seamless travel, the practical application of biometric data results in smoother experiences for travellers. In the regional aviation sector, seamless travel and DTCs emerge as notable contributors to ongoing sustainability efforts.

Around 70% of small grocery stores in the UAE don’t have a connected point-of-sale (POS) and checkout system, making it difficult for retailers to gain a competitive edge, 24SEVEN unveils.

Around 81% of Singapore companies experienced more change in the last four years than in the previous two decades. Hubspot highlights its latest innovations to help SMEs to meet ever-changing customer expectations.

If one of our products is rated below three on five, the item is withdrawn from sale to make improvements. James Fernandez, Performance Marketing Leader at Decathlon Indonesia speaks about how to make customer feedback count.

Around 83% of categories in KSA and 74% of categories in the UAE show price increases, impacting consumer buying behaviour.

As businesses navigate a landscape shaped by shifting paradigms of innovation and consumer expectations, the traditional yardsticks for measuring satisfaction may seem outdated and insufficient.

From embracing omnichannel approaches to refining customer journeys, conversational AI is transforming the landscape of CX. According to Infobip, 90% of support messages are sent over the chat app.

Customers want self service, remote interaction and salespeople want to be empowered to convert prospects at speed and scale to help their organisation compete in a digital economy. CPQ was designed for all this. Businesses are poised to benefit significantly from introducing CPQ to their technology mix.

Developing explainable AI models is crucial for maintaining trust and accountability, says Dr Jelena Janjusevic. AI models, which are seen as "black boxes," lack transparency, which is a big challenge in banking, where decisions must be explained to customers and regulators.