Entries by Mandy Reed

Not All Chatbots are Conversational AI Solutions

By Chris Ezekiel, Founder & CEO Over the past several years businesses around the world have faced significant hardships and uncertainty. As these difficulties continue and new challenges arise, the IT sector will play a critical role in keeping companies connected and enabling them to adapt. SME News Magazine is recognising this with their newly […]

Innovation Excellence in Conversational AI

By Chris Ezekiel, Founder & CEO Conversational AI is a very hot and in-demand technology right now. This is not surprising given the pressures on organisations to improve digital experience and provide smarter automation. It’s also not surprising that this demand has led to a very crowded field of competing vendors, from big companies down […]

Composable CX: Becoming Agile and Flexible

By Mandy Reed, Global Head of Marketing Anyone involved in the customer experience (CX) space has likely come across articles, research, and discussions around composable CX. This concept is all about being agile and flexible to deliver better results even when faced with uncertainty and rapid change. It’s certainly no surprise that composable business jumped […]

Contact Centres are Crying Out for Help

By Mandy Reed, Global Head of Marketing Contact centres and contact centre agents are under immense pressure, dealing with increased contact volumes, rising customer frustration, and agent attrition. A recent survey of 1000 contact centre leaders in the UK, US, and Australia has revealed a very telling and consistent view that contact centres are hanging […]

Conversational AI and the Employee Experience

By Chris Ezekiel, Founder & CEO Recently I was invited to contribute an article to the Collaboration Journal, a quarterly publication from the Collaboration Network, as a guest columnist. The Journal always features a variety of thought leadership articles focused on achieving better outcomes for customers and employees. They address topical business challenges within the […]

The Buzz about Digital Transformation

By Mandy Reed, Global Head of Marketing While there has been buzz for years about digital transformation, the shift to digital has now become an imperative for many businesses to stay competitive. The wider availability of technology and devices, an increased adoption of digital channels during the pandemic, and a growing customer base of digital […]

Building a Cohesive Virtual Agent and Live Chat Solution

By Mandy Reed, Global Head of Marketing Virtual agents. Live chat. Some of you may remember the days when companies wanting to implement customer support on their website believed they had to make a decision: either a virtual agent or live chat; either automated self-service or human-assisted web chat. This was the common thinking a […]

Celebrating a Platinum Jubilee and Long-Term Relationships

By Chris Ezekiel, Founder & CEO As we celebrate Her Majesty The Queen’s Platinum Jubilee, I couldn’t help but reminisce on meeting the Queen and Prince Philip at Buckingham Palace in July 2017. Our company had won The Queen’s Awards for Enterprise: Innovation, and Peter Behrend, our Chief Technology Officer, and I got to attend […]

Would You Rather Call Customer Support or Clean a Toilet?

By Mandy Reed, Global Head of Marketing 42% of Americans would rather clean a toilet and 46% would rather go to the dentist than call customer support. These stats, just two of many in the 2022 Achieving Customer Amazement Study, likely have you nodding in agreement thinking about your own painful customer service experiences. Long […]

Gen Z and your Customer Self-Service

By Mandy Reed, Global Head of Marketing When it comes to your customer service strategy, does age matter? Do you make decisions about how and where you deliver support based on the generations of your target customers? Are you planning for the expectations of younger customers as they gain more buying power over the next […]