4 more artificial intelligence concepts you need to know to deliver improved CX

Published on: March 24, 2017
Author: Pascal Gauvrit

So far in this three part series covering artificial intelligence (AI) in customer experience I’ve explained the difference between bots and chatbots and some of the key concepts that you need to know about. In this third part I’ll finish my list of terms and describe how they can deliver an improved customer experience

Chatbots and bots - what they mean for customer experience

Published on: March 15, 2017
Author: Pascal Gauvrit

Talk of artificial intelligence and chatbots is currently everywhere in the customer experience market, with analysts, commentators and vendors all discussing the benefits that this type of technology can provide to brands and their customers. But what do the terms bot, chatbot and artificial intelligence actually mean – and how can they improve your customer experience?

Bridging the APAC communication gap between humans and machines

Published on: March 08, 2017
Author: Vincent Giraud

Customers today want fast answers to their questions and to have a seamless, informed conversation with companies, whatever their request might be. This is especially true in Asia Pacific, with research finding that APAC consumers are far ahead of those in other regions.

37 billion reasons to improve customer experience

Published on: March 01, 2017
Author: Angus Prentice

Ahead of next week's Institute of Customer Service (ICS) annual conference, new research spells out the enormous cost of poor service to brands. Figures from the UK’s Ombudsman Service found that it registered 55 million complaints over the last 12 months - costing UK businesses £37 billion as customers vote with their feet and move to alternative suppliers.

Building a strong customer-focused service culture

Published on: February 22, 2017
Author: Anne-Merete Jensen

Customer service and customer experience now involves the entire organization, and to be successful companies have to build a strong culture that embraces the right systems, processes and technology to empower staff and ensuring they have meaningful, empathetic conversations with customers. But how do you achieve this?

Why the future of digital CX requires the death of the ticket

Published on: February 15, 2017
Author: Steve Nattress

When companies began using digital channels for customer service, they needed a way of keeping track of every incoming query so that they could ensure that they were handled effectively and responses dispatched in a timely manner. To achieve this they adopted a service/help desk concept - but this is no longer enough for consumers...

Moving to the 3Cs model for CX: Conversational, collaborative & cognitive platforms

Published on: February 08, 2017
Author: Olivier Njamfa

Companies and their CEOs understand that the world is changing rapidly when it comes to winning, satisfying and retaining customers. Consumers are now more demanding than ever before, across a greater number of channels, and they increasingly focus on the experience they receive when deciding which companies to buy from.

Why technology needs to support the human element of CX

Published on: February 01, 2017
Author: Guest author: Régine Vanheems

Customer behavior has changed more in the last twenty years than in the previous twenty centuries! When the internet arrived, many thought that digitalization would remove the need for physical contact. However, in reality, this hasn’t been the case - consumers evolved, adopting technology to become autonomous, but didn’t abandon the real world...

The 5 trends brands need to address for improved customer service

Published on: January 25, 2017
Author: Pauline Ashenden

The latest Institute of Customer Service (ICS) UK Customer Satisfaction Index (UKCSI) has a positive message for everyone involved in customer service. Overall, consumer satisfaction has risen to 77.8, up 0.8 compared to January 2016, marking the fourth straight improvement in results. Satisfaction is at its highest since July 2013...

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