How the insurance sector is failing to rise to the digital CX challenge

Published on: June 07, 2017
Author: Pauline Ashenden

The insurance sector has experienced dramatic disruption in the wake of the digital revolution, with nearly 80% of customers now preferring to purchase insurance products via digital channels according to research by Bain. How are insurers responding?

Artificial intelligence and the rise of augmented agents in customer experience

Published on: May 31, 2017
Author: Pascal Gauvrit

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

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.

Connecting telecoms providers with improved customer service

Published on: May 03, 2017
Author: Dharmesh Ghedia

Be it broadband internet services, pay TV, landline or mobile, the telecoms market is incredibly competitive. The pace of technological change means that new services are constantly being launched while there is ongoing pressure on prices, with consumers demanding more for less at every contract renewal. All of these factors make customer service a key battleground...

Customer Experience in action through Artificial Intelligence

Published on: April 26, 2017
Author: Olivier Njamfa

Winning and retaining customer loyalty is vital for every business. In the face of increasing competition and more demanding consumers, organizations therefore need to go beyond simply delivering excellent service and put customers at the heart of what they do. They must provide a consistent, high quality and personalized experience across every channel and touchpoint.

The impact of the Internet of Things on customer service in Asia

Published on: April 20, 2017
Author: Vincent Giraud

The rise of the Internet of Things (IoT) promises to dramatically change the relationship between people and technology. By "smartifying" all sort of devices, from white goods to lamp posts, to communicate without the need for human intervention the IoT will automate many routine tasks, making life easier for everyone.

Why customer experience is central to digital transformation in insurance

Published on: April 05, 2017
Author: Angus Prentice

The insurance industry is facing enormous pressures. Customer expectations are rising, regulation is increasing and digital transformation is fundamentally changing how insurers operate, while lowering the barriers to entry for new competitors. No wonder that a new article from McKinsey is headlined “Time for insurance companies to face digital reality.”

5 key findings on the state of UK retail customer experience

Published on: March 31, 2017
Author: Pauline Ashenden

Digital transformation has radically disrupted the retail sector. Barriers to entry have dropped, competition has increased, and customer expectations continue to rise. The experience that retailers offer across digital channels is now crucial to winning and retaining customers.

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

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