Category: Customer Experience.

In the quest to deliver exceptional customer service and customer experiences (CX) that meet evolving expectations around digital engagement, operators must leverage digital transformation strategies to maintain a competitive edge.

Contact centre operators have emerged as first-movers in the adoption of AI solutions. Investment in AI continues to accelerate as the technology delivers tangible returns on investment across frontline engagement and back-office functions by reducing costs and improving operational efficiencies.

Modern digitally-savvy consumers expect artificial intelligence (AI)-powered interactions across the customer journey when engaging with contact centres today, demanding natural, fluid interactions that closely mimic conversations and experiences with human agents.

As traditional resource-intensive interactive voice response (IVR) systems reach end of life, contact centre operators have an opportunity to transform the complex and often clunky customer experience (CX) associated with legacy systems by embracing a cloud-based IVR modernisation strategy.

As traditional resource-intensive interactive voice response (IVR) systems reach end of life, contact centre operators have an opportunity to transform the complex and often clunky customer experience (CX) associated with legacy systems by embracing a cloud-based IVR modernisation strategy.

Due to the influence that customer experience (CX) wields in winning and retaining the hearts and minds of modern-day consumers, businesses use multiple metrics to track, measure and quantify its impact.

In 2025, artificial intelligence (AI) will expand its influence in the contact centre space as this prolific technology trend permeates more facets of daily operations, dominating capital expenditures and strategic decision-making.

Over the past three decades, our organisation has witnessed significant advancements in customer experience. The adoption of advanced technologies has enabled organisations to transition from reactive to proactive customer engagement strategies.

When a team attempts to collaborate on a project, only to be hindered by a slow, unreliable network, the frustration is bound to mount. This is the reality for many internal users grappling with a poor network user experience (NUX).