Fraud has always been a concern when designing a customer experience strategy because a high quality customer journey relies on access to personal data such as home address, purchase history, and payment details.
Fraud cannot be eliminated by network security measures alone. People need to be a part of your fraud strategy too.
A new law passed in Spain may be viewed as a burden but the truth is: It’s an opportunity.
AI in the contact centre is nothing new. For years, brands have used AI-powered tools to automate tasks and extract insights from large pools of data.
But with the sudden popularity of ChatGPT and similar programs bringing AI to the masses, companies are (or should be) taking a fresh look at how they’re implementing AI and where they can better use it to improve customer experience. The contact centre houses some exciting opportunities.
AI is a job killer with sights set squarely on the most vulnerable, hourly paid workers.
This myth is hard to debunk. Many believe it with fierce conviction. Use artificial intelligence to search statistics supporting the job-killer myth, and you’ll probably unearth some pretty credible-looking “evidence.”
AI is revolutionising customer service across all industries, but few are feeling its impact as strongly as retail.
When customers encounter a technical glitch or problem and have to reach out to customer support, they’re already frustrated. It’s not enough to just deliver quick resolutions to their problems with the right technical expertise; you need the right people and tools in place to enable a customer experience that’s empathetic, proactive, and seamless.
ChatGPT unleashed AI to the masses. Though artificial intelligence and machine learning are not new, in the last few months generative AI like ChatGPT and others moved out of the IT lab and onto consumer devices to become available to anyone with a use case and sense of adventure.
The stakes this year are high: brands need to meet growing customer expectations by providing proactive customer service, omnichannel and personalised experiences, and the 24/7 access customers expect. But you also need to cut costs wherever you can.
After a challenging 2022 that brought growing inventories, an uncertain economy, and other challenges, retailers are looking to the new year—and sizing up the challenges and opportunities 2023 will bring.
Shoppers want interactions to be faster, easier, and more personalised than ever, yet retailers must try to meet these growing demands while cutting costs wherever they can.
2022 was a challenging year. While technology companies struggled to retain talent and grow their business without breaking the bank, high-tech brands were looking ahead to the new year and sizing up the challenges and opportunities 2023 will bring.
