Entries by Mandy Reed

Jumping on the Bandwagon isn’t the Same as Following Best Practice

By Mandy Reed, Marketing Manager (Global) Every industry has best practices – guidelines, methods or techniques accepted as the most efficient and effective way to accomplish a desired result. Sometimes when something new comes along or starts to get industry attention, the hype can make it easy to confuse jumping on the bandwagon with following […]

Creating Intimacy with APAC Customers Through Artificial Intelligence

By Chris Ezekiel, Founder & CEO It’s more important than ever for organisations in Asia Pacific to connect with digital customers and create a convenient, efficient and seamless customer experience. When implemented properly, chatbots are a powerful tool to bring together the contact centre with self-service channels and navigate language and culture barriers to create […]

CXtech: Exploring Technologies that are Transforming Customer Experience

By Mandy Reed, Marketing Manager (Global) CXtech, a new technology conference and showcase, is coming to London on 12 October. Co-located with AI & Robotics: The Main Event, CXtech will explore what’s new, what’s working and what’s coming next in customer experience (CX) technologies as companies are connecting with customers like never before. Previously a […]

Automation Shouldn’t Force Customers to do the Work Themselves

By Chris Ezekiel, Founder & CEO Customer Service Week was celebrated this week along with Customer Experience Day (CX Day) on 2nd October. These annual events got me contemplating on the future of customer service. Whilst I’m all for automation – as you would expect from someone leading a company that develops chatbot technology to […]

A Chatbot for Your Contact Center

By Mandy Reed, Marketing Manager (Global) Contact centers around the world are celebrating Customer Service Week this week, recognizing their agents who deliver service and support to customers all year long. But many of those contact centers are missing an important team member. A team member who never needs a day off, who doesn’t get […]

Leverage Your Chatbot to Its Full Capacity

By Laura Ludmany, Knowledgebase Engineer Chatbot technologies are becoming more and more common in the business world, but I think most companies have not realized yet how interdisciplinary these artificial intelligence (AI) tools can be. When talking about the obvious benefits of implementing a virtual assistant, organisations look on the short-term and middle-term goals, but […]

Five Stars for Customer Service Week

By Mandy Reed, Marketing Manager (Global) Happy Customer Service Week! Today marks the first day of the annual week-long international celebration of the importance of customer service and the people who serve and support customers on a daily basis 365 days a year. Delivering five-star customer service experiences doesn’t happen by accident. It takes careful […]