What’s next

In December 2019, PSFK reported that 70 percent of customers expected retailers to offer them the same level of personal service, whether they were shopping online, on their mobile device, or in a physical store. Then the pandemic forced previously reluctant shoppers into unfamiliar online spaces. But once they arrived, they found a range of […]

Did you know that UK’s smart speaker adoption rate nearly tripled over the last two years? It’s estimated that at least 38% of the nation’s adults owned one by the start of 20211. What’s more, Siri alone now fields 25 billion requests each month across the Apple ecosystem2. Such statistics confirm our lived experience: Conversational […]

If you’ve spent any time on the What’s Next blog, you’ll know that teaming up a virtual assistant and a live assist platform can be an inspired move. (Maybe you recently read how Dixons Carphone Group combined the technologies to solve around 80% of its 100,000 weekly customer queries.) That’s certainly been the case for […]

Throughout 2020, we worked closely with companies to ensure they had everything they needed to serve customers on digital channels without any disruption. One of these quick-thinking companies is Dixons Carphone Group (DCG), a market leader in electronic goods and mobile devices across eight countries, with brands including Currys PC World and Carphone Warehouse. As […]

As part of the 2021 AI Business Week Digital Symposium, I joined the AI in E-Commerce and Retail session to give my perspective on how market-leading brands are using AI to thrive in turbulent times. The panel was moderated by Chuck Martin, Editor of Strategic Content for AI Business, with presentations from Eden Zoller, Chief […]

Over the past decade, AI has been a gamechanger for financial institutions. It’s helped support agents during customer engagements by offering them relevant information and suggested next best actions, and perhaps most crucially, it’s enabled a new wave of self-service on digital channels. As the pandemic forced the closure of physical branches across the world, […]

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% […]

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 […]

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% […]

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 […]

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 […]

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® […]