Nov 17, 2016
Companies and organisations today drive digital transformation through creating innovative systems of engagement (SoE), based upon rethinking how to engage with their target audience(s), writes Kristian Thyregod, senior vice-president: EMEA at Riverbed Technology....
Nov 16, 2016
Jonathan Holden, group executive of operations, and Phumla Tshabalala, managing executive of contact centres at Innovation Group, discusses the implications of big data and the associated impact on the customer engagement model. Big data is an immense collection of...
Nov 16, 2016
Over the past several years, behavioural psychology has attracted a great deal of interest outside of academic circles, writes Jason Ried, founder and MD of Fuzzy Logic. With one of its main sub-fields, behavioural economics, now influencing the strategies of major...
Nov 15, 2016
Industrial communications provider, Metacom, is investing in interactive communication solutions for retailers, which allow them to differentiate, engage and communicate with their customers. Customer loyalty today can be easily defined as a moving target. Shopper...
Sep 19, 2016
Governments across the globe are moving towards a more integrated digital approach to serving citizens, writes Sydwell Shikweni, transformation director at Merchants. According to the 2016 Dimension Data Global Contact Centre Benchmarking Report, public sector...
Sep 14, 2016
Customer experience management has traditionally been about customers being able to rate a business based on their interaction, or a business gathering information to better understand what a customer is thinking to provide a better service. But according to Bruce von...
