Customer Service 2015-2019-2025

In the industry of customer service how it will grow nowadays. How was it in past and how it will become in future. Sharing innovative ideas about customer services like call centres, phone answering, business process outsourcing, lead generation, verification service, chat support etc.

Joris Lochy Product Manager at Intix | Co-founder at Capilever

The war for direct customer contact - Banks should fight along!

In March of this year, the World Wide Web celebrated its 30th anniversary. In these 30 years, there has been an exponential increase in the number of websites. Today there are over 1.5 billion websites on the world wide web. Although less than 200 million are active, these are still astronomical figures, which make it almost impossible for users t...

19 November 2019 /retail

Andrew Stevens Global banking and financial services specialist at Quadient

Communicating change: cost or opportunity?

Not a lot of things seem certain in the UK economy at the moment, but most people seem to agree on the fact that the Bank of England may well raise interest rates in the not-too-distant future. As any lender or homeowner knows, this means significant changes both for mortgage holders and providers, and over the longer term, increased costs. These...

30 October 2019 /retail

Steve Morgan Banking Industry Market Lead at Pegasystems

Commercial Banks need to Step up their Game on Client Service

In retail banking, a bank only has one customer (or two) per account. In the corporate scenario however, there are so many more stakeholders for each account which makes service excellence far more complex. When customers are international, achieving excellent client service also comes with geographical challenges such as different currencies, lan...

30 October 2019 /ai

Retired Member 

AI fueled personalized intelligent routing to drive customer experience transformation

In today’s world, consumers expect everything to be personalized catering to their met and unmet needs. Onus is on the enterprises to figure a way to deliver a personalized experience such as target offering and services to stay as the market leaders. Contact centers have always played a subtle role in establishing the brand asides the usual Marcom...

20 August 2019 /ai

Retired Member 

Challenger Banks Must Lead with Chatbot Innovation

Too often organisations have used automation technologies such as chatbots as a ‘first line of defence’ against their customers, when actually there is often more valuable opportunity to create new and entirely novel experiences for customers. While larger banks often consider automation solely or primarily a cost reduction exercise, challenger ba...

24 June 2019 /ai /retail