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Technologies are tightly bonded to CX, how to ensure their effects are exponential.
Most organisations, both in the private and public sectors, have incorporated some form of AI, automation or chatbots into their customer...
How can customer data and insights lead organisations towards customer-centricity?
The importance of knowing the customer has never been greater, especially when normal conditions of consumer contact are suspended or at...
Reimagining customer experience and engagement
Across every geography and industry, innovation, transformation, and evolving business models are a norm. The need to connect with...
Cloud-based contact centers should be a priority for businesses post-Covid-19
Organizations are facing challenges in adapting to new technologies, new ways of working, with increasing customer demands. By leveraging...
Blockchain technology is set to revolutionise healthcare and patient care
Since Blockchain is an incorruptible digital ledger, it tackles the problem of the protection of patient data. The purpose of the chain...
Making investments in CX transformation is a necessity for businesses
The pandemic has orchestrated a time for change for every business and CX has taken over price and product as the main differentiator for...
Back to the CX future
While doing regular research on the latest CX trends and development, I get to speak to many CX professionals from several different...
Top 3 Contact Centre Tech Trends for 2021
CCaaS enables you to leverage digital deflection—virtual agents, web experience, and self-service channels—thereby reducing toll-free...
4 principles of effective data governance
Building a data-driven culture is a meticulous task, one that is well rewarded over time. Organisations must attach goals and milestones...
5 ways ML can assist in customer engagement
Machine learning has shown enormous promise and will only improve in efficacy and evaluation over time. Machine learning approaches are...
Re-imagining sports analytics and fan experience
In the tech arena hyped technology is prominent and, according to analysts from all over the globe, can become a much more general force...
Digitisation of museums amplifying engagement and visitor experience
Digitisation has been a growing trend in museums as early as a decade ago, and the global pandemic has amplified the international...
3 reasons why intelligent automation should be your best friend
Intelligent Automation (IA) and Artificial Intelligence (AI) will continue their quest to enable organizations to innovate and...
4 ways experience and engagement will evolve in the future of education
In today’s day and age, there are very few things that can’t be learned online. An educator should no longer be a person who just imparts...
6 ways to re-imagine your B2B customer experience
Companies should have a clear understanding of their customer personas and map their journeys to higher satisfaction and seamless...
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