Sebastian Reeve
Sebastian Reeve’s stories
How web chat and AI became a power couple for customer service
According to a new ContactBabel report, artificial intelligence and web chat will be the technologies most implemented in UK contact centres over the coming 12 months. And it’s easy to see why. 85% of the senior CX and customer contact professionals surveyed believe web chat has a positive effect on customer experience. In comparison, 77-78% […]
5 January 2021
According to a new ContactBabel report, artificial intelligence and web chat will be the technologies most implemented in UK contact centres over the coming 12 months. And it’s easy to see why. 85% of the senior CX and customer contact professionals surveyed believe web chat has a positive effect on customer experience. In comparison, 77-78% […]
Which channel should you use? UK customers have their say
A customer’s preferred choice of service channel isn’t set in stone. It changes depending on the issue they’re looking to resolve. And that’s why ContactBabel’s new research makes such interesting reading for CX leaders. For this year’s edition of its regular report, The UK Customer Experience Decision-Makers’ Guide, the analyst surveyed1,000 UK consumers to discover […]
15 December 2020
A customer’s preferred choice of service channel isn’t set in stone. It changes depending on the issue they’re looking to resolve. And that’s why ContactBabel’s new research makes such interesting reading for CX leaders. For this year’s edition of its regular report, The UK Customer Experience Decision-Makers’ Guide, the analyst surveyed1,000 UK consumers to discover […]
The tech wishlists of UK contact centre leaders
Do you feel like your software and systems are stifling your CX? If so, you’re in good company. In a recent study of UK customer experience and contact centre leaders, approaching half (44%) rated their CX technology as either ‘poor’ or ‘average’, when asked about their organisation’s support for customer experience programmes. What’s more, 73% […]
4 December 2020
Do you feel like your software and systems are stifling your CX? If so, you’re in good company. In a recent study of UK customer experience and contact centre leaders, approaching half (44%) rated their CX technology as either ‘poor’ or ‘average’, when asked about their organisation’s support for customer experience programmes. What’s more, 73% […]
FCR decline: Is the UK really getting worse at first contact resolution?
Ask UK consumers what matters to them when contacting an organisation, and the most popular answer is getting their question or issue solved first time. What’s more, the majority of UK organisations understand this, with 53% ranking first contact resolution (FCR) as the most important factor for a customer who’s reaching out to them. But […]
13 October 2020
Ask UK consumers what matters to them when contacting an organisation, and the most popular answer is getting their question or issue solved first time. What’s more, the majority of UK organisations understand this, with 53% ranking first contact resolution (FCR) as the most important factor for a customer who’s reaching out to them. But […]
The 3 most serious COVID challenges in UK contact centres
Every year, ContactBabel surveys hundreds of senior CX and customer contact professionals, working for UK brands. When the analyst reached out in May and June of 2020, one subject was unavoidable. As well as providing the usual in-depth dissection of CX strategy and operations, this year’s report – which Nuance sponsored – paints a timely […]
7 October 2020
Every year, ContactBabel surveys hundreds of senior CX and customer contact professionals, working for UK brands. When the analyst reached out in May and June of 2020, one subject was unavoidable. As well as providing the usual in-depth dissection of CX strategy and operations, this year’s report – which Nuance sponsored – paints a timely […]
Nuance and Australia’s IAG virtual assistant ‘Arlo the Koala’ wins APAC Stevie® Award
This week, Nuance took home another Stevie® Award, this time in the APAC region for our Innovative Use of Technology in Customer Service within the financial services industries for ‘Arlo’, Australian insurer NRMA’s virtual assistant. More than 100 executives around the world judged over 1,000 nominations from APAC organizations in the seventh annual Asia-Pacific Stevie® […]
23 July 2020
This week, Nuance took home another Stevie® Award, this time in the APAC region for our Innovative Use of Technology in Customer Service within the financial services industries for ‘Arlo’, Australian insurer NRMA’s virtual assistant. More than 100 executives around the world judged over 1,000 nominations from APAC organizations in the seventh annual Asia-Pacific Stevie® […]
How KPN’s service-focused digital transformation project redefined its contact center
It’s the classic question in customer service: how do you turn the contact center from a necessary yet expensive part of your organization into a source of value and exceptional customer experiences? As part of our Creating Compelling Customer Conversations series, I recently caught up with Mark Wessel, Product Owner for Conversational at KPN, to […]
18 June 2020
It’s the classic question in customer service: how do you turn the contact center from a necessary yet expensive part of your organization into a source of value and exceptional customer experiences? As part of our Creating Compelling Customer Conversations series, I recently caught up with Mark Wessel, Product Owner for Conversational at KPN, to […]
Cabify launches versatile virtual assistant to create a new customer experience
As one of Spain’s biggest startup success stories, Cabify is rapidly becoming the go-to ride-hailing service for people in cities across Spain and Latin America. Cabify offers taxis, executive cars, electric scooters, and even helicopters for hire through its mobile app. In the last few weeks, the company has also introduced delivery services to help […]
16 June 2020
As one of Spain’s biggest startup success stories, Cabify is rapidly becoming the go-to ride-hailing service for people in cities across Spain and Latin America. Cabify offers taxis, executive cars, electric scooters, and even helicopters for hire through its mobile app. In the last few weeks, the company has also introduced delivery services to help […]
Creating compelling customer conversations: a virtual event series
COVID-19 has created unprecedented challenges for every industry, and all organisations have felt the impact in one way or another. For many companies, it’s forced them to change their business models. Retailers have had to close their physical stores and place a new focus on ecommerce, and telcos are finding ways to handle higher contact […]
5 May 2020
COVID-19 has created unprecedented challenges for every industry, and all organisations have felt the impact in one way or another. For many companies, it’s forced them to change their business models. Retailers have had to close their physical stores and place a new focus on ecommerce, and telcos are finding ways to handle higher contact […]
