Tony Lorentzen
When one of Commonwealth Bank of Australia’s (CBA) 7.4 million digitally active customers open a chat window on the bank’s app or website, they’re greeted by Ceba, an intelligent virtual assistant. Ceba first came to life in 2018 as a simpler way for CBA’s customers to complete basic tasks like activating cards, checking account balances, […]
To maintain a competitive edge, brands have to differentiate on customer experience. And increasingly, that means providing intelligent digital self-service experiences that are always available to offer personalised service and rapid resolution. It’s been widely noted that the COVID-19 pandemic has accelerated a shift toward digital self-service that was already beginning to pick up pace. […]
After the race to modernise digital self-services during the pandemic, it’d be easy to assume that voice is dwindling away. Instead, voice—and the IVR—remain incredibly valuable resources for financial services customers, with many relying on them to manage their accounts, make transactions, and seek advice. It means brands can’t ride on the recent success of […]
Today, the governments of every nation share at least one common challenge. Even as they continue to support the daily lives of their citizens—whether helping them to pay their taxes or claim a pension—they must also meet those citizens’ growing service expectations. As the world’s leading consumer brands fight for control of an increasingly global […]
We’ve seen a lot of things change in customer engagement this year. Customers are using a broader range of channels—up to 10 channels even in a single inquiry—and still expect seamless, personalised experiences. Brands have had to accelerate their digital transformation efforts to keep up with customer demand and support remote agent workforces. Meanwhile, fraudsters […]
This blog post was created by Nuance guest blogger, Sean McCarthy, User Interface Designer at Nuance. A year-and-a-half ago I described three simple steps to address COVID-19 demands in your contact centre to help customers who were urgently and drastically transforming their contact centres to operate remotely in a matter of days. The third of […]
Over the last few years, we’ve witnessed the accelerating transformation of the contact center with brands using digital and voice-powered technology to bring their customer engagement visions to life. That includes the shift of contact centers to the cloud. Doing so enables enterprises to quickly increase agility, reduce costs, and focus on serving customers instead […]
Nuance and Commonwealth Bank of Australia’s (CBA) virtual assistant ‘Ceba’ has taken home Gold in the Innovative Use of Technology in Customer Service (Financial Services Industries) category of the 2021 APAC Stevie® Awards. More than 100 executives around the world judged over 900 nominations in the eighth annual Asia-Pacific Stevie® Awards—the only business awards program […]
Consumers around the world continue to move their shopping budgets online, with National Australia Bank’s August 2020 Online Retail Sales Index estimating that in the 12 months to August 2020, Australians spent $39.2 billion on online retail, which is around 11.5% of the total retail trade estimate, and approximately 33.6% higher than the 12 months […]
