4 ways of delivering blended multichannel customer experience

Published on: September 19, 2018
Author: Joanna Allouche - Consultant

We live in a multichannel world. Consumers want to be able to contact brands through their channel of choice, whether it is email, social media, chat or over the phone. How can brands therefore ensure they are truly multichannel? We outline 4 ways to overcome the challenges…

Why brands need to focus on conversational CX platforms

Published on: September 12, 2018
Author: Anne-Claire Bellec - Marketing Director

Talk of artificial intelligence is everywhere. Gartner’s latest Hype Cycle focuses on AI’s impact, highlighting how conversational platforms will transform customer experience. Here are 4 benefits that they bring...

How AI can help transform Voice of the Customer programs

Published on: September 05, 2018
Author: Taoufik Massoussi - Product Manager & Head of AI

Understanding the Voice of the Customer and using this insight to drive real improvements is critical to transforming the customer experience. Leading VoC platforms are embracing artificial intelligence to deliver detailed, scalable VoC analysis. How does AI help and what should you be looking for in AI-based VoC systems?

Why you can no longer ignore SaaS for your CX applications

Published on: August 29, 2018
Author: Pascal Gauvrit - CTO

Look in almost any industry sector and you’ll notice that the way software applications are deployed has changed radically with the rise of the Cloud. And this is just as true in the Customer Experience (CX) market. For those considering a move from on-premise to SaaS here are the 5 key advantages…

How to write the perfect RFP for your customer experience project

Published on: August 22, 2018
Author: Neil Cox - Account Manager

Choosing the right customer experience platform for your company starts with a comprehensive, clear Request for Proposal (RFP). Here’s what you need to include in order to drive future CX success...

Are telecoms operators connecting to digital customer experience?

Published on: August 08, 2018
Author: Pauline Ashenden - Marketing Manager

Telecoms is central, even essential, to our lives. Creating a superior customer experience is a vital differentiators for operators – how good are they at delivering multichannel service to users?

Making it easier for your agents to deliver superior CX

Published on: August 01, 2018
Author: Joanna Allouche - Consultant

When it comes to the contact center, there is a clear link between happy agents and overall performance. How can you use your CX technology to make it easier for agents to operate effectively and happily?

Why traditional VoC metrics don’t deliver the insight you need to succeed

Published on: July 25, 2018
Author: Taoufik Massoussi - Product Manager & Head of AI

Given its importance, most organizations measure customer satisfaction, normally through Voice of the Customer (VoC) surveys. However, often these only provide topline data, showing you what is happening, but not the why. How can brands change this using AI?

Striking the balance between humans and AI in CX

Published on: July 18, 2018
Author: Neil Cox - Account Manager

By 2021, 15% of all customer service interactions will be completely handled by AI, according to Gartner. At the same time though, it’s important not to forget the human element in customer experience. How do you balance the two?

How to choose the right customer experience platform for your organization

Published on: July 11, 2018
Author: Pauline Ashenden - Marketing Manager

Given the importance of customer experience and customer service, organizations understand that they need to use technology wisely to help them deliver consistent, high quality and efficient service that meets consumer needs, whichever channel they use to make contact. But with a wide range of solutions on the market, what should you look out for in a CX platform?

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