Many of the greatest customer experience and marketing challenges faced today are all to do with the inability to gain a Single Customer View: you can’t personalise products and offers without a full understanding of the customers wants, needs and behaviour. Adopting a Single Customer View enables you to see the complete trail of phone interactions, website visits, emails, purchases, etc. left by every customer and prospect.
While consumers have taken to social media, facetime and other new communication technologies in their personal lives, they are currently not able to interact with most companies using these tools. This creates an opportunity for any company looking to go beyond the basics to gain a leap on its competition in 2019.
As technology continues to disrupt the way normal companies do business, we look at what contact centre and customer experience professionals will be focusing on in 2019.
To protect market share and profitability from the growing threats of disintermediation, new competitors, increased regulations, evolving customer expectations, and digital disruption, insurance brokers need to own more of the customer relationship and compete on service rather than price.
Like flying cars and hoverboards, we were told chatbots would be everywhere by now. As voice still accounts for the majority of customer interactions Nick Ray, VP Products at Infinity CCS, separates the reality from the hype.
Customers want all companies to deliver the kind of seamless digital experiences they get from superstar global leaders like Uber and Netflix – so why isn’t everyone doing it?
Choosing the right technology investment for your business can be a difficult task. Numerous factors will need to be taken into account, the most important being costs and return on investment.
During the last two decades, due to the tremendous increase in the amount of information and the complexity of data sources from different vendors, data integration has become a constant challenge. Vilma Qerama, Professional Services Consultant at Infinity CCS, explains how to make data integration and management a reality.
It is time consuming to become and remain GDPR compliant. Here, we discuss how to get your data in order, get compliant and get smart.
With the recent demise of the UK’s most complained about energy supplier, Iresa, OFGEM is going to get tougher on companies that provide poor service. With the quality of customer service in the sector being such a big issue, it creates an opportunity for companies that wish to compete on service rather than price.