How data and AI will transform contact centres for financial services 

Contact centres for financial institutions have traditionally been a core touch point for customers to access various types of immediate support – from queries to complaints to fraud alerting. Today their role hasn’t necessarily changed. However, the value organisations place on them certainly has. The focus is shifting from fitting customers around business processes to Read more

KPIs and ROI: Quantifying the impact of data management in your business 

How can business leaders generate the right outcomes? With timely, fact-based decision making. Data can help an organisation identify new opportunities and uncover hidden efficiencies. The business world is no stranger to disruptions and changes, and when you extract as much value from data as possible, your organisation will be able to move with speed Read more

The top five ways to personalise your customer service 

Gaining a customer for life happens when organisations make every interaction matter. Whether that is reacting efficiently to a customer query, complaint or need, or proactively taking steps to offer a new product or service. The key is to personalise the experience.  Demand for this bespoke treatment has increased. Today’s expectations are for hyper personalisation Read more

How far should AI lead your customer service journey? 

In today’s environment, to meet customer expectations, organisations should equip themselves to deliver an ‘always-on’ service. Yet, the traditional service hours (9-to-5) are still common practice across industry. No longer do they need to be. With advances in Artificial Intelligence (AI), AI-powered chatbots are empowering organisations to provide 24/7 support and are fast becoming an Read more