What’s next

Despite what you might read in the headlines, there are many reasons to be optimistic as we head into 2023. For example, in my conversations with customer engagement leaders, I’ve been struck by how focused they are “doing more with less” given the current economic climate. “Do more with less” may be the CFO’s mantra […]

This was originally published on Microsoft.com on August 30, 2022. When a customer needs support, they not only expect fast, convenient ways to get help, but also to have their personal information protected. However, when verifying that people are who they say they are, many contact centres use traditional authentication methods are no longer fit […]

This post was originally published on Microsoft.com on August 24, 2022. To remain competitive and thrive, organisations must differentiate their brand through outstanding customer service experiences. As customer expectations and business needs continuously shift, enterprises need the agility to rapidly create, maintain, and optimise those experiences with the latest technologies, including sophisticated AI, without relying […]

This blog was originally published by Microsoft.com on August 16, 2022. Many people still prefer to pick up the phone when they want to access customer service. Many others find that the phone is a vital last resort when they fail to get answers in digital channels.  Regardless of why people call a contact centre, […]

This post was originally published on Microsoft.com on August 8, 2022. Today’s customers expect more engaging, personalised service experiences from the brands they choose. They want intelligent self-service that offers always-on digital convenience. And they expect agents, whether human or virtual, to not just know who they are, but to already have an idea why […]

This post is co-authored by Charles Lamanna, Corporate Vice President, Business Applications and Platform, Microsoft, and was originally published on Microsoft.com on July 19, 2022. In today’s digital world, brand reputation is synonymous with customer experience, including the quality of customer care. Consumers expect effortless, consistent, and secure experiences across any point of contact they […]

We kicked off our ROI of digital CX series by looking at just how crucial digital self-service is today, and how an intelligent virtual assistant (VA) can help you create effortless, personalized experiences for your customers. We also explored the real business benefits a VA can create for your brand—including boosted sales, stronger customer experiences, […]

Last time in our ROI of digital CX series, we looked at why intelligent virtual assistants are so important for successful digital self-service. In this instalment, we’ll dive deeper into some of the biggest benefits and most powerful business outcomes that the best virtual assistants and chatbots can deliver.   Virtual assistants increase agent efficiency […]

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 […]