Blog Squad

16774496 - robot android women in binary background

Putting Intelligent Assistants In Charge of Managing Personal Data

Personal data is the mother’s milk of all nascent intelligent assistants. That image may be a little more graphic than most of us would like, but it provides a certain framing for a discussion of the sanctity of the relationship between an individual and virtual agent. The best agents, both virtual and live, best serve […]

Keith-Dewar-6 (002)

Can data consent be used to re-establish trust of organisations?

Data, and the use thereof, is growing exponentially as the sheer amount of data available increases. It has become even more valuable a commodity to businesses and their marketeers forging better relationships, based on trust, in this new data-driven economy; building more detailed customer profiling, and setting highly targeted and relevant campaigns. However, consumers are […]

John_Duffy

Personal And Proactive: The Reality of Today’s Contact Centre World

VoiceSage’s John Duffy shares some fascinating details of an important industry-wide probe into what’s happening in terms of current customer contact centre outreach Ever conscious of the need to be as competitive, relevant and visible as they can in a super-connected world, brands are being much more personal in terms of their outreach. That’s great […]

Dan Miller

Amazon Navigates Toward its own Cloud Contact Center

Digital commerce giant Amazon rattled quite a few cages in the contact center industry recently when a report by Kevin McLaughlin in the techie insider newsletter “The Information,” set mid-March as the launch date for a cloud-based contact center platform. This initiated a ripple effect in technology publications, including this piece by Andrew Dalton in […]

MarkHilary

Digital Disruption Will Impact On CX in 2017

I have often written how digital disruption has completely changed the way that customers engage with brands. The customer journey used to be defined and controlled by companies, yet the mobile Internet and social networking platforms have now handed control to the customers to determine how and when they seek information or try engaging with […]

Headshots of staff at Elas for Business Week.

Pictured is.... Emma O'Leary

No excuse for discriminatory practices in the workplace

In this day and age there is no excuse for discriminatory practices in the workplace. With so much focus on gender equality it is absurd that women still have to fight for the right to dress as they wish against the male view of how they believe a woman should dress. A parliamentary investigation into […]

Mark Davison-011_crop (002)

The opportunity for brands as the Me2B economy takes centre stage

As we move into a new year, brands have an opportunity to place their customer relationships on a powerful new footing. The new digital age presents a window to get to know customers better than ever before.  Every click is a reflection of an identity, a behaviour, a passion and a thought process. Information sharing […]

Martin-Hill-Wilson-440x440

Contact Centres Rediscover Their Mojo

What a difference a year makes! This industry gathering otherwise known as ‘Future of Contact Centres’ felt like a completely different event from the one I chaired just 12 months ago. For a start there were two chairs and twice the speakers. The event’s strap line that the Contact Centre is the ‘beating heart of […]

Ian McVey

KNOWLEDGE IS POWER SO WHY DO CX PROGRAMMES FAIL?

Ian McVey, UK Director, Qualtrics Customer experience (CX) is all about feedback, so we make it our mission to talk to our customers and understand their outcomes when using our software. Every day we see the unexpected business benefits that spring from customer connectivity.  But we also see why some CX programmes fail. When a […]

CB ERR (002)

Will you be the reason your best people stay?

Staff attrition can be one of the most costly expenses for businesses and many would argue that effective employee engagement is one way to avoid losing your best people. Do you, as a manager, know what makes your staff members tick and are there ways to ensure you keep your best talent within the business? […]