Customer service stories

"Communication service providers (CSPs) must take advantage of the fact that consumers are willing to share their data to get an advanced personalised experience tailored to their expectations.">>

"Retailers and eCommerce brands have contributed to the maturity of conversational commerce, and AI chatbots can lead to more natural interactions for customers to engage with commerce on messengers.">>

"Clearly there’s a gap between consumer and business expectations. Consumers want to use digital services, but if the login process is clunky or frustrating, they will take their businesses elsewhere.">>

Customer loyalty is at stake as telcos fail to deliver adequate service, prompting organisations to adapt or fail to gain a competitive advantage.>>

Businesses risk losing customers due to inconsistencies in the efficiency and quality of service across channels.>>

"There is no doubt that there is light at the end of the challenge-filled tunnel, and significant potential to generate even more meaningful and incredible outcomes than we have seen so far.">>

Cloud software provider NICE has released self-service platform CXone Expert, following its acquisition of MindTouch, a San Diego-based cloud knowledge management software platform.>>

Vodafone New Zealand has been accepted into the Amazon Connect Service Delivery Program, making it the first business in Aotearoa to be awarded this status.>>

"We are excited to back Uniphore and believe 2021 will be a breakout year of innovations and tremendous progress in transforming CX for the enterprise.">>

Despite the clear need for investment in such technology, CEOs and CFOs looking to improve their bottom line may seek to cut their overall technology spend. Why?>>

The move allows Optus to provide its customers with more personalised experiences and bolster its customised solution offerings, according to the company.>>

“The success of any business is measured by the success of its customers and the results it can help them to achieve.”>>

Qurious.io uses artificial intelligence to help customer service employees deal with customers.>>

EncompaaS, the cloud-based compliance platform, has appointed David Gould as chief customer officer, with an intention to boost the company’s global presence.>>

Adyen has expanded its collaboration with Microsoft with the intention of delivering network token optimisation.>>

“Businesses today need to meet their customers where they want to be met - and that’s increasingly through messaging.">>

There could not be a better way to get at the heart of this topic than hearing from the experts whose mission it is to make sure customer service is the best of the best.>>

Blue Prism Service Assist is designed to improve customer contact centres and call centre agent productivity, by delivering real-time 360-degree view of all customer interactions. >>

Today, AI is serving almost every industry. From finance to medical, there is no business that can’t benefit from these new systems. Here’s what it can do for your business. >>

Avaya’s Device as a Service offering complements the Avaya Subscription program, which is designed to equip customers with the devices required to maximise the potential of this software, and enabling customers to purchase them in the same flexible, predictable manner. >>

CareAR is an augmented reality visual support platform that helps enterprises add AR capabilities to their service experience.>>

“Fintech is meeting growing demand for on-the-go service, it is speeding up the advance of global financial inclusion which helps social advancement around the world, plus costs are lowered and the client experience is enhanced.”>>

As the world starts to rebuild and reinvent itself, being proactive and implementing new methods of digital practice is essential to securing a position as a leading business in the new normal. >>

New customer experience technologies & tools could help organisations in many different ways.>>