Chris Rainsforth provides to insights on the current developments in data analyses, its role in improving customer contact, the technologies shaping the future of the industry, key development areas in 2017 and more!
A collection of the world's largest companies are now turning to "bots" for their customer service. The journey is upon us.
In this e-book, we hear from three industry experts, who are directly impacting their respective companies customer contact strategies to learn more about this journey.
From Vegas to London: The legendary Customer Contact Show made its long awaited debut in March 2017. Over 160 customer experience and customer contact heads presented cutting edge case studies, hosted inspirational discussions as well as sharing plenty of practical tips to shape the future of customer contact!
Read the post-show report to dsicover the top speakers and sessions from CCW 2017.
Customer Contact Week is back and promises to bigger than ever before! CCW 2018 is taking place in Glasgow on 12th - 14th March and has over 65+ inspiring speakers and will cover a huge array of hot topics.
Social media has become one of the most effective channels for customer support. Whether your customers have queries, complaints or compliments you should be prepared to offer a multitude of channels to allow them to choose how they want to connect with you.
In this article we explore 10 key customer contact principles and look at companies who have truly mastered the art of customer contact, going over and above board to exceed their customers’ expectations.
Featuring 2 EXCLUSIVE interviews with customer contact experts.
Chatbots may be automation tools, but they are also engagement tools. They empower businesses to deliver more productive, more personalised, more frictionless experiences throughout the journey. They also help reduce costs.
This CCW Special Report features insights, anecdotes and advice from several leading customer management executives and thought leaders on the adoption of chat bots.
In today’s technological business world, customers want efficiency and authenticity when communicating with their favourite brands.
Advancements in artificial intelligence, coupled with the growth of social media messaging is fueling the development of chat bots that can both listen and provide relevant and personalised responses to customer queries.
Unsurprisingly, businesses are starting to foresee immense potential in this increasing bot economy, but amongst all the hype is the potential for this evolving technology to go horribly wrong and instead, force customer disloyalty.
In this report 4 customer contact experts give their advice on implementing chat bots, why it’s important to keep the human element when automating and how to do it!
In today’s age of customer centricity, there is no shortage of discourse about the importance of the customer experience (CX).
Most customer contact leaders do, however, face limitations when it comes to time, resources and executive support. There are only so many solutions they can purchase, strategies they can implement and opportunities they can chase.
But which of these solutions, strategies and themes will define customer experience in 2018, that you should be focused on now?
In conjunction with Customer Contact Week (CCW) Digital we have written this article exploring the 6 most prominent opportunities you should be taking advantage of and how you can do just that!
We've partnered with #CCWEurope sponsor Content Guru to bring you this content piece.
In a world of continually changing demands and constant exposure to social media outlets, the ability to meet customer expectations is becoming increasingly important for organisations.
Rail Delivery Group (RDG) is responsible for all rail services in the UK, overseeing a record 1.7 billion business and leisure journeys in 2017, and facing rapidly-increasing customer demand for real-time service information. RDG's legacy communication systems were unable to scale to match the spikes in contact volume caused by extreme weather conditions and lacked intelligent passenger support capabilities. RDG therefore needed a scalable solution that could evolve to meet changing expectations and provide superior customer service.
RDG looked to Content Guru’s multi-award-winning cloud contact centre platform, storm®, to implement a three-phase optimization plan, addressing the immediate challenge of scaling to meet ever-growing demand, while introducing seamless omni-channel features to support evolving passenger expectations.
Download this case study to learn more about how cloud technologies address the various challenges that come with providing excellent customer service for today’s customers.