Demonstrating the financial ROI of better customer experience

Published on: June 21, 2017
Author: Vincent Giraud

All organizations understand the importance of customer experience to the bottom line. CX is at the heart of differentiating yourself from the competition, whatever sector you are in, and key to retaining customers. How can CX teams demonstrate ROI in concrete terms?

Why it is time to take a new look at social customer service

Published on: June 14, 2017
Author: Neil Titcomb

Using social media for customer service has been around since channels such as Facebook and Twitter first sprang to prominence. The combination of being easy to use and very public forums mean that consumers quickly understood the power it gave them to interact with brands, with the aim of getting fast, accurate responses to queries and having their problems solved.

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...

How autonomous customers are driving Asian customer experience

Published on: May 25, 2017
Author: Vincent Giraud

The relationship between customers and brands has fundamentally changed. Consumer expectations are continually rising, and much more of the customer journey is now self-directed, across multiple different channels. When they do make contact, these ‘autonomous customers’, as BT has described them in a global research study, want fast, accurate service that minimizes their effort

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.

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