What’s next

Many of today’s leading consumer brands deliver intuitive customer experiences that make their services and storefronts effortless to interact with. These intuitive experiences have been a major positive for all of our consumer lives, but they’ve also significantly elevated the expectations we bring to our interactions with public sector organisations. Now, as many citizens face […]

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 installment, 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 […]

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. […]

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 […]

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 […]