Every decade it seems that a new computing interaction paradigm emerges. In the 1990s it was the Web, Mobiles set the agenda in the 2000s, and Touch dominated throughout the 2010s along with the introduction of first-generation Assistants such as Alexa and Siri. However, with 2020 looming, we’re now experiencing a race to create a single interface for the user – and the Virtual Assistant era is upon us.
While AI continues to sit at the peak of the hype cycle, there’s no doubt that its broader influence is starting to have a significant impact on how organisations develop their CX strategies and deliver service to their customers. How Big Data, Machine Learning and AI are combining to create the smart CX data platforms essential for customer journey success.
Highlights of the White Paper include:
- Smart Analytics is the key to frictionless CX
- Breaking down your customer engagement reporting silos
- Enabling a joined-up approach to CX datasets
- Adopting a phased approach to CX data insight & analytics
- Getting more from your CX data with Sabio Insight
White Paper: Does Brexit mean CXit?
2020/21 will remain memorable for the disruption caused by COVID-19 and most probably Brexit.
Blog: Service design: breaking the rules of customer contact centres
Mark Adams, Member Services Director at Pure Planet, discusses how service design contributes to the experience you want to deliver to your teams, customers and members.
Podcast: Season 2: The CX Chat with Matt and Simon
A weekly podcast on all things Customer Experience (CX).
Blog: How to build a better bot faster with Dialogflow CX
You may have heard there’s a new kid on the block. At Google Next 2020, Google Cloud have introduced “Dialogflow […]
Podcast: A paradigm shift is on the horizon for Contact Centres
In our season finale, Aileen Allkins, CEO and Founder of Aileen Allkins Consultancy (AAC) joins the pod booth to discuss whether the Customer Service Industry is on the precipice of a paradigm shift in the way they operate or whether businesses will go back to the way they were
Podcast: Has the pandemic changed the Contact Centre industry forever?
The BGL Group shifted its entire customer service team to a remote working model in just 10 days, an extraordinary feat of agile and innovative thinking. In this podcast, Lisa Steele joins the pod booth to discuss how the team managed to mobilise so quickly, what were the lessons learnt and how they adapted to ever changing customer expectations.
Podcast: How to make every leader in your company a CCO and how to drive growth with service excellence
In this week's episode, Martin Schilling joins Matt and Simon in the pod booth to discuss the importance for every leader to become a Chief Customer Officer and best practices on how to drive growth with service excellence.
Podcast: Is it possible to create a real ‘customer first’ culture?
In S2. EP7, Ben Bax, Client Services Director joins Matt and Simon in the pod booth to discuss how to create a customer first culture and the obstacles organisations face in pulling this off.
Podcast: What impact does the ‘Halo Effect’ have on Customer Experience?
In this week's episode, Victoria Hamilton, Director of Orange Falcon Consulting joins Matt and Simon to discuss what the Halo Effect is and how it impacts Customer Experience.
Podcast: CX Ambition – Turning your CX strategy from ambition to reality
In this week's episode, Gerry Brown, Chief Customer Rescue Officer joins Matt and Simon to discuss how CX professionals can turn their strategic aims and goals into a reality.
Podcast: Walking in the shoes of your employees
In S2. EP4, Kate Thornton joins Matt and Simon in the pod booth to share her experiences as a CX leader walking in the shoes of the employees.