Tag: Elingo

Our research shows while the type of industry will greatly influence customer experience (CX), ultimately it is a matter of choice and first contact resolution. The importance of CX and the value a business places on the experience clearly depends on the industry – but when customers have the option to choose, CX becomes critical.

While it has become easy to fall into the trap of only paying lip service to customer experience (CX), it is one of the most important aspects of doing business in 2020. But how can companies differentiate themselves when their customers have so many different and unique options available to them?

The past few months have seen local organisations migrate towards the cloud and its usage/consumption model. While part of this can be attributed to the need for continued innovation, a major factor has been the difficult economic times. Companies can no longer afford to do business in the traditional way. Instead, they are turning to the cloud to reinvent themselves for a digital environment.

As more businesses face the technical realities of digital transformation and advance towards 4IR, the customer experience is always front-of-mind – and it is little wonder the call centre has emerged as the frontline of technology-driven, fully automated service delivery.

Migrating to the cloud is no longer the complex process it once was. Thanks to the evolution of technology, moving from an on-premise environment can be done much more efficiently than before. Even attitudes towards this strategic shift have changed.