The ‘new normal’ in aviation is about customer service, reassurance
With COVID-19 ravaging the aviation industry, airports worldwide are reining in costs and halting new spending, except in one area – Read more…
With COVID-19 ravaging the aviation industry, airports worldwide are reining in costs and halting new spending, except in one area – Read more…
Excellent customer service depends heavily on effective business support systems (BSS). And a big part of that is excellent billing Read more…
Ask a COO what is going to transform his role in the next year or so, and the likely answer will be automation. Read more…
Even before COVID-19 changed everything, automation and the focus on providing the best possible customer experience was on the rise. Read more…
Adobe and ServiceNow will make their software systems work together in an effort to improve apps used by customer service representatives. Read more…
The telecoms industry is learning how to be the nice guy, and there is a reason. It is about leveraging loyalty and trust. Read more…
Thus in our opinion the need for Social Commerce is on the rise and should not be underestimated. Read more…
Worldwide spending on customer experience technology will be $508 billion this year, (per IDC). This will increase to $641 billion in 2022. Read more…
Juniper Research’s predicts that AI based chatbots are set to have 22 billion interactions in retail alone, by 2023, just four years away. Read more…
Research from Juniper may well predict consumer retail spend will increase by 25% in the next three years but that does not mean that it will be easy. Read more…
66% of surveyed retail staff believe that if they are equipped with tablets, they could provide better customer service and improve the shopping experience. Read more…
Some years ago there was a rule in the world of customer service which executives would laminate and stick to the wall of their office. It said that for every customer who complains there are Read more…
StarHub’s new marketing campaign acknowledges that customers hate them, and vows to fix that, starting with simplified mobile data plans. It just might work. There are many ways to pitch a new mobile data pricing Read more…
While the telecoms industry, as usual, is focused to the exclusion of almost everything else on 5G, customers are not. And while 5G is coming, for sure, and while it might well usher in a Read more…
When John Legere dons his purple tee shirt and heads for a press conference you pretty much have to watch or listen. You need to know whether his hair is longer, or whether he dyed Read more…
Amdocs announced it is collaborating with Amazon Web Services (AWS) to enabling Philippine operator Globe Telecom to deliver cloud-based intelligent omnichannel routing and interactions management. This collaboration aims to enable digital engagement and deliver ‘effortless’ Read more…
Reliance Jio has announced the launch of JioInteract, an “AI-based brand engagement platform” that is essentially a bot for enabling interactive video calls. Jio is positioning the platform as a “VCBaaS (Video Call Bot as Read more…
You know how bad customer experience generally turns out to be, no matter the promises? Well, imagine our delight and sense of expectation when Gartner announced that they believe that “by 2020, 25% of customer Read more…
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