Digital transformation for the last mile of customer experience

Customer-facing processes and operations have one moment of truth that moulds the customers’ perceptions. You will ask yourself whether it’s when first contact is made with your business or whether it’s the last memorable chain of interactions. Or perhaps it might be somewhere in between the two, along the line of contact between your business and the customer.

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‘Go Digital or Die’ goes beyond supported channels: the challenges at hand

The Customer Contact Expo in London is an impressive event with lots to see, learn and experience. There are keynotes, workshops and exhibits galore. But some remain etched in our memory even now. Paul Scott of Dimension Data presented a talk entitled “Go digital or die”, which falls into that memorable category.

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Ready, Set, Go: The Digital Transformation Race

The advent of the Third Platform (Big Data, Social, Mobile, Cloud & Analytics) has generated predictions of increasing innovation, accelerated disruption and broad application adoption. Many of them have come true, but the years ahead are about more than just keeping astride of the growth of third platform technologies. Instead, businesses need to keep their survival in mind. The ability to stay competitive and prosper is not guaranteed by simply embracing the benefits of third platform technologies or even putting the consumer first. One thing is certain: information management is one of the must-haves for a digital transformation strategy.

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Top 10 Gartner Strategic Technology Trends - Let us take a closer Look

Not long ago, Gartner Incorporated presented the top trends in technology among most organizations. The findings were released at a 5-day Gartner event in Orlando, FL where the leading minds in the industry met to discuss the year ahead. A strategic technology trend, by Gartner standards, is one that impacts the organization where it is utilized significantly. And by “significant impact”, they mean that the technology trend tends to unsettle the end-user and the business. These trends require significant capital investment, but they also expose businesses to the risk of being late adopters. In this way, the goals, objectives and missions of organizations need to be reconsidered.

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Artificial Intelligence Leads the Way to Customer Experience Excellence

Millennials are often labeled as being less social than preceding generations because they use smartphones and tablets sometimes more often than they physically interact with people. For them, however, these devices are not a boundary to communication, but rather a portal that allows them to establish relationships and achieve goals across a vast geographical space.

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Information’s Role in Transformation

For some businesses it’s logical and for others a complete mystery that in order to execute a digital transformation process and conduct business in today’s digital world, they need digital and digitized information. Success is unlikely if they are unable to use information and data for maximum benefit improving business processes such as enhancing the customer experience.

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The Rise of Text Analytics in Contact Centers

Today businesses compete for domination in the digital domain. Customers expect good customer service; many businesses fall short because their digital communications are stranded in the past.  It' a safe bet that almost all contact centers in North America provide telephone support. However, there is little doubt about the customer demand for other channels, such as social media and e-mail. These are requirements for the contact center of the future.

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New world, new customer – What the Insurance Industry can look forward to

Not too long ago, the topic of a connected world made many people uncomfortable to say the least. Most people were either frightened or livid at the idea of their personal information being accessible to companies and governments at lightning speed.It seems that the future investors have been imagining this long before it arrived, and now the connected world might actually be a reality.

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Digital Transformation: May I Help the Next in Line please?

Not long ago, waiting in line was accepted as part of our daily lives. For public services, banks and retail, concert or sporting event tickets – waiting in line was the order of the day. Thanks to modern software, the Internet of Things, and more efficient customer service models and new organizational structures, the norms being challenged. Are you still seeing a line? Something must have really gone wrong!

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How Customer Queries are Changing, from Call to Contact

 Before the Internet, “word-of-mouth” allowed a business to create a positive impression about the product or service they were offering. Today, with the dominance of Internet-based social media channels, a consumer’s feedback can be much more influential, as their words can reach an incalculable number of eyes in a shorter space of time than ever before. As a result, the modern call center has had to change its approach, and the modern customer is no longer just a voice heard over the phone. The modern customer tweets, likes, posts and emails – and so must the customer service.

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Mobile customer engagement: 5 things businesses need to know about capturing data

Organizations have been able to work more efficiently thanks to the creation and adoption of smartphone technology. A workforce using smartphones can manage their time more effectively with the use of tools such as email, collaboration and calendar on smartphone devices. However, organizations have not tapped into the full potential of smartphones. Some organizations have encountered difficulties as they add more smartphone base applications. Getting smartphone applications right could unlock great potential.

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