How to overcome recruitment challenges with automation
Organisations globally are struggling to recruit quality talent in one of the most challenging…
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Creating a frictionless customer journey
The world has changed dramatically over the last couple of years, but even before the pandemic,…
How a dynamic IVR powered by AI can transform the customer experience
We know that consumers are increasingly choosing to interact with customer services in different…
How conversational AI make life easier for employees
A lot has been written in recent times about how technology is reinventing customer experience…
Introducing the Oration Chatbot
The rise of chatbots during the past decade has been nothing short of amazing. From technically…
Introducing Generative AI Assistant
In an industry where innovation is the name of the game, it would be easy for outsiders to assume…
The generative AI challenge for contact centres
About two decades ago I had a front-row seat for the birth of a cutting-edge technology that was…
Conversational AI - build vs buy
The past few years has seen a significant shift in expectations for customers when reaching out to…
Customer experience trends, technologies and strategies defining 2023
If there has been one constant for the customer experience (CX) sector during 2023, it has been…
How to adopt AI into contact centres without damaging CX
There is a lot to like about using artificial intelligence (AI) to bolster customer experience.…