Jul 30, 2021
Digital self service should be a no-brainer for any organisation operating in today’s business environment. It is, after all, what customers want. By Ryan Falkenberg, co-CEO of Clevva Research shows that more than two-thirds of customers prefer self-service over...
Jul 29, 2021
Most companies have invested in some form of digital customer experience toolkit or technology solution to gain deeper understanding, improve processes, and streamline engagements. Most have looked at chatbots, analytics, and integration to translate customer...
Jul 29, 2021
Effective cross-generational communication with customers requires an excellent omnichannel strategy and chat is fast becoming the cornerstone for brands around the globe. But chat channels still carry a degree of security hesitancy that companies will need to...
Jul 27, 2021
Receiving customised recommendations and contents on-demand is the new norm, and that trend is prominent in the insurance industry too. By Greg Gatherer, account manager of Liferay Policyholders are demanding personalised services, but how can insurers equip their...
Jul 20, 2021
The business world has spoken about the need for unified communications platforms for more than a decade, and for good cause. In an era where instant gratification rules the roost, the absence of a single view of all communication results in organisations quite...
Jul 16, 2021
In a post-pandemic world, every company must pivot to a digital-first customer engagement model to survive. As customer priorities and behaviours continue to evolve, so too will business’ relevance and capability to serve them. By: Robin Fisher, senior area...
