Insights into AI: The Virtual Agent at its Best

Posted by Elaine Turley

In recent years and months, AI and the rise of the chatbot has been hailed as the saviour of the traditional contact centre.
Read More May 22, 2018

Topics: Contact Centre, AI

5 Tips to Build Customer-Centricity Through Your Employees

Posted by Rant & Rave

Any brand looking to build a customer focused culture will find themselves fighting an uphill battle if employee engagement is at an all-time low. The good news is, your employees can actually help...
Read More May 8, 2018

Topics: Employee Engagement

GDPR: The Good, The Bad, And The Ugly for CX

Posted by Rant & Rave

  “In the twenty-first century our personal data is probably the most valuable resource most humans still have to offer, and we are giving it to the tech giants in exchange for email services and...
Read More April 19, 2018

Topics: Customer Experience, Data Security

Customer Emotion: How to Understand, Measure, and Deliver an Emotional Engagement Strategy

Posted by Rant & Rave

  Companies spend a great deal of time, effort and money gathering and evaluating mountains of customer data in their increasing desire to optimise the customer experience and maximise customer value.
Read More March 27, 2018

Topics: Customer Emotion

What is Company Culture and How to Reinvent Yours

Posted by Rant & Rave

 Defining and shaping a strong company culture is considered a hugely important factor to the success of your business. Examples of corporate culture permeate all areas of the business from staff...
Read More March 14, 2018

Topics: Culture

Using Journey Mapping to Understand and Measure Employee Engagement

Posted by Jerry Angrave

Fewer than half of employees would recommend their employer to a friend according to Glassdoor. Would you? Or have you? Allegis found that 69% would not take a job with a company if they had a bad...
Read More February 23, 2018

Topics: Employee Engagement, The Customer Journey

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