CX

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.

The customer’s definition of service has changed – it is no longer only about being fast, efficient or convenient, but about how good the bank is in supporting the customer during challenging times like complexity and inflation.

By investing in scalable delivery solutions, businesses can improve their delivery speed, efficiency, and customer service, ultimately leading to increased sales.

Customer-centricity and improved tech stack were top priorities across various regions in South Africa. Explore these news announcements that are shaping the future of CX in South Africa.

The demand for live commerce platforms continues to thrive globally, especially in the Asia Pacific region. Here is how global businesses are utilising technology to explode the live commerce market.

As brands continue to adapt to changing consumer preferences and behaviours, those that prioritise customer experience are poised to thrive in the dynamic market. A look at six brands doing it right.

Paytabs’ brand philosophy is simple, says Adel from PayTabs. They focus on developing the right processes, team members, and policies, then choose a reliable third-party technology for the successful delivery.

Martechvibe presents five customer experience challenges that the CX NXT BFSI Summit commits to address and help companies resolve.