By Chris Ezekiel, Founder & CEO Talking about the end-to-end digital customer experience is nothing new. Over the past several years we’ve seen organisations take on the challenge of how to serve highly connected, always on customers. While this has certainly not been an easy undertaking, companies are now understanding the importance and necessity of […]
By Mandy Reed, Marketing Manager (Global) Recently I read an article discussing the effect multichannel support is having on customer support professionals. Balancing a heavy workload, which is only predicted to increase in 2016 as multichannel support grows, has made the risk of burnout a huge challenge for the industry. With burnout comes less satisfied […]
By Mandy Reed, Marketing Manager (Global) The New Year is here, and with it the much anticipated 2016 predictions, outlooks and trends for just about every industry and field, including customer service. With customer service a key part of the overall customer experience, every organisation should be keeping an eye on developments in the space […]
By Karen McFarlane, VP of Marketing (Americas) Great question and glad you asked! The answer is quite simple. To start, think about why you employed live chat in the first place. Was it to: Reduce volume to your contact center? Provide online customer assistance? Increase customer loyalty and reduce barriers to engagement? All of the above reasons have significant monetary […]
By Karen McFarlane, VP of Marketing (Americas) As you start implementing your 2016 plans, don’t forget that you already have a powerful marketing tool at your disposal that you need to consistently nurture – your customers. They are your single most important marketing tool and no amount of money can equal their impact. With customer […]
By Chris Ezekiel, Founder & CEO In December BAI Banking Strategies published an Executive Report examining the coming year for the retail banking sector, and found the general outlook to be a combination of optimism and uncertainty. While this report focused mainly on the US, I know many of the challenges and opportunities identified will […]
By Liam Ryan, Head of Sales We’re excited to share news of our partnership with Atos to deliver Digital Customer Experience Transformation (DCXT), a next generation digital solution for retail financial services in EMEA. The solution is designed to enable Banks, Wealth Managers and Insurers to attract, keep and grow the value of their customers […]
