Tag: customer interaction

The Harvard Business Review describes the secret of corporate success as "human magic". Unlocking employee potential is a culture where people thrive. This culture allows ambitions, passions and commitments to translate into productivity, results and shared growth.

Every organisation is working to harness artificial intelligence (AI) to improve sales and customer service experiences. However, great AI relies on data. Traditionally, companies have used structured data, such as rows and columns, often from customer relationship management (CRM) applications.

Simplifying customer interactions can lead to happier, more loyal customers. There is more choice than ever before, meaning customers are not forced to endure a customer experience (CX) that is characterised by clutter or unnecessary friction. We’ve all experienced difficult customer experiences. Just recently, I opted to use WhatsApp to engage with a business but was channelled back and forth between channels to ultimately accept that I was number 200-odd in the voice queue.

The telecom industry stands at a critical juncture as it navigates the convergence of emerging technology against a fast-changing business landscape and ever-evolving consumer expectations. Artificial Intelligence (AI) is revolutionising the telecom industry, and we are at the forefront – helping to drive revenue growth by simplifying, modernising and automating Communications Service Providers' (CSPs) business operations.

Three iconic apples have profoundly shaped human behaviour over the centuries. It began with Eve's fateful bite, symbolising our innate temptation for social status. Then came Newton's apple, revealing the gravitational forces that exist between objects and people. Finally, there was Steve Jobs' Apple, putting a powerful handheld window to the world in our palms - allowing us to seamlessly connect, purchase, and share our lifestyles like never before.

In today’s rapidly evolving market, customer experience (CX) is a battleground for companies vying to secure a competitive edge. Globally, evidence of the unequivocal correlation between CX and a company’s financial performance is widely understood.

Maintaining customer loyalty and business profitability are ongoing challenges for insurers. Many have turned to developing more affordable products. If anything, this has highlighted the opportunities to be capitalised on by meeting customer expectations for a more tailored approach and increasing relevance in their lives by delivering more value beyond insurance products.

Marketing technology (martech) is growing in popularity, and there is no shortage of statistics to support the benefits that technology can bring to the marketing arena. However, while many software offerings and tools tout to help marketing teams achieve their goals and objectives, they can also add to the complexity of the day-to-day.

The term ‘customer engagement’ is arguably one of the biggest buzzwords in today’s business landscape. It's so widely used that when many people hear the phrase, they interpret it as a checkbox item. It is, however, an ongoing crucial relationship between a company and its customers, which is determined by the customer’s preferences and behaviour.

As global governments seek to lead the way in building back stronger, more resilient and interconnected economies, facilitating accelerated digitalisation for business will be mission critical. The pace of evolution as necessitated by the events of 2020 provided a glimpse of what is possible - we now stand at a critical juncture, with the available tools to truly revitalise and reimagine vital industries.