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...
Aug 29, 2017
The enterprise communications market is in need of an integrated multimedia solution that will provide business with an opportunity to build a client community through integrated interactive communication via multiple media touch points. “If your customers...
Jul 28, 2017
The digitisation of business has spread the ‘customer experience’ (CX) right across organisations. Managing and understanding customers is no longer confined to frontline sales and contact centre staff, but requires constant attention from all employees in...
