AI

How to make your organization truly customer centric

Published on: November 08, 2017
Author: Olivier Njamfa - CEO & Co-Founder

We all know that today it’s vital to put customers at the heart of your business. However, there are many companies that believe in this principle, but struggle to successfully ‘live it’ in practice, day-in, day-out. How do you become more customer centric?

Turning customer experience into competitive advantage

Published on: October 24, 2017
Author: Pauline Ashenden - Marketing Manager

Customer experience is becoming the primary differentiator for brands, whatever industry they are operating in. At a time when competition is ever-increasing, the experience that consumers receive is central to attracting and retaining their business, and therefore to the company bottom line. It has never been easier to switch supplier – and consumers are happy to vote with their feet.

Balancing the human and the digital in customer experience

Published on: October 11, 2017
Author: Pauline Ashenden - Demand Generation Manager

Noted expert on customer experience, Régine Vanheems explains the challenges that brands face when it comes to digital CX, and how technology can help overcome them.

How AI can deliver a personalized and predictive customer experience

Published on: September 20, 2017
Author: Pascal Gauvrit - CTO

Customers are ever-more demanding, and want fast, high quality and above all personalized service from the organizations that they deal with. For example, more than 45% of APAC customers rate personalized services among the top three aspects defining better customer experience (CX), while 70% expect organizations to treat them uniquely, according to analysis from Frost & Sullivan.

How text analytics delivers customer experience value

Published on: August 30, 2017
Author: Pascal Gauvrit - CTO

Text analytics is at the heart of successfully using Artificial Intelligence in customer experience, with Natural Language Processing (NLP) used to extract meaning from written messages. How does it work and how do you benefit from it?

Driving digital transformation within insurance

Published on: July 05, 2017
Author: Pauline Ashenden - Demand Generation Manager

As in many industries, the insurance sector is experiencing radical changes due to digital transformation with more and more consumers wanting to use digital channels to interact with insurers. At the same time customers are becoming more demanding and less loyal when buying policies.

Artificial intelligence and the rise of augmented agents in customer experience

Published on: May 31, 2017
Author: Pascal Gauvrit - CTO

Artificial intelligence (AI) is currently the hottest topic in customer experience, with brands exploring how they can use digital technology such as chatbots to deliver the fast, accurate and personalized service that consumers demand. AI will radically change how customer service teams operate, with Gartner predicting that it will disrupt the jobs of 1 million phone-based customer support agents...

Coping with disruption through AI and human customer experience

Published on: May 11, 2017
Author: Olivier Njamfa - CEO & Co-Founder

This week’s Gartner Customer Experience & Technologies Summit (10-11th May 2017) provides everyone in the sector with the perfect opportunity to take stock of the current state of customer experience – and to help CX teams to plan for the future.

Shaping the future of customer experience

Published on: April 12, 2017
Author: Olivier Njamfa - CEO & Co-Founder

Given its importance to the bottom line, customer experience is high on the priority list of CEOs, CMOs and CIOs alike. Research from Gartner found that nearly a third (31%) of CEOs had customer projects as their number one strategic priority for this year, and 37% said that customer experience management was their most important area of technology investment over the next 5 years.

Bridging the communication gap between humans and machines

Published on: March 08, 2017
Author: Pascal Gauvrit - CTO

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.

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