Nov 21, 2017
Smoke Customer Intelligence, the leading provider of customer experience management software, has partnered with AIGS and Yellowfin BI to overlay its customer feedback surveys with hard customer intelligence (CI), taking customer experience to the next level of...
Nov 15, 2017
Having a comprehensive view of customers in a digital environment is essential to being differentiated from competitors. Kelly Preston, data analytics manager at SilverBridge, says insurers must prioritise this or risk becoming irrelevant. “While it is not...
Nov 3, 2017
Customer experience (CX) is fast becoming the primary point of brand differentiation, replacing the established norms of product and price. Realising that fact, as many business leaders now do, is one thing. Acting on it is another thing altogether, writes Veronique...
Nov 3, 2017
Internet users are growing more demanding and less forgiving, according to the results of a new consumer survey, writes Sven Hammar, chief service officer of Apica System. In a clear call to action for organisations around the world, the survey found that three...
Oct 23, 2017
AI and the solutions it enhances has become the gold rush of the Western world — a digital hunt for the customer experience oil that sits on the frontlines of chatbot capability and evolution. Amazon has released its increasingly impressive Alexa and Echo range...
Oct 16, 2017
Millennial customers are more fastidious when it comes to customer service than previous generations — and at the same time they are also fiercely loyal. They have grown up with a plethora of tools and a variety of communication channels around them, and they...
