Customer Engagement

IVR Data Is Gold in Your Move to Voicebots

The green trend is growing as more people recycle, whether it’s plastics, paper or scrap metal. But, in technology, we still...

Reimagining the Voice of the Customer for 2024

If you’ve read any of my previous blogs or viewed my talks, you know how much I enjoy sharing my coffee shop and barista story....

Imagine if… Customer centricity was at the heart of every interaction

Imagine if your cloud-based services enabled you to make every customer feel like your only customer. Australian personal...

Voicebots: Saviors of Outdated and Complex IVRs

As the move to cloud platforms speeds up, the pressure is on to take advantage of bots powered by artificial intelligence (AI)...

Imagine if… Your contact centre could achieve 100% first call resolution

Imagine being able to ensure that your customer calls are forwarded to staff with the right skills and knowledge to resolve...

All-in-One Still a Game Changer for Call Centres in the Cloud

According to Merriam-Webster, the term “all-in-one” was first used in 1926 to describe an undergarment that combines a girdle...

What Can Good (and Bad) Service do for Customer Loyalty in Asia Pacific?

Every business claims to put their customers first – but Genesys’ latest research suggests that 3 in every 4 consumers in...

7 Things Coca-Cola Learned While Transforming Their Customer Experience

When I was a sophomore in high school, some classmates and I traveled to Sabinas Hidalgo, a small town in Nuevo León, Mexico, to...

Imagine if… AI could predict and engage when your prospect is ready to buy

Imagine being able to track customer journeys across your website—to predict when to engage with prospects based on previous...

Affin Bank: Building an Elite Contact Centre in 100 Days

Across every industry, companies are transitioning from being customer service and operations-centric to focusing on delivering...

SMB Customer Service Trends – are we too complacent when it comes to digital disruption?

Just over half of Small to Medium Sized Business (SMB) believe digital disruptions will have only a minimal impact on their...

Infographic: Driven to Satisfy

How iconic firms are driving customer satisfaction performance goals throughout their CX operations Customer engagement has...

5 Ways to Create Meaningful Connections With Customers

It’s a common misconception that focus on a customer is shouldered by one department – usually customer service or customer...