Providing good customer self-service possibilities is a must. We have all the possibilities to enable it, customers want it and with smart technologies we dispose of the potential to make it more creative, relevant and a differentiating experience.
Several brands have even succeeded in dramatically lowering customer service costs by...
Contact centers are facing numerous challenges as customers become more expecting, display channel-agnostic behavior and use an increasing number of unstructured communication channels and data formats.
As the contact center keeps going through digital transformations whereby "simple" tasks and processes get automated, channel preferences gradually shift and the fight to...
On April 30th and May 1st, London hosted the second edition of the Social Customer Service Summit. Mission: exploring the convergence of social and digital customer service. Among the keynote speakers on the first day: Nicola Millard, futurist, psychologist and Head of Customer Insight & Futures with BT's Global...
