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The increasing impact of AI on European contact centres

The increasing impact of AI on European contact centres

by Jo Davies | 25 Oct, 2022 | Our blog

The latest 2022 Odigo-Davies Hickman tracking research, involving 1,035 European business leaders, explores the impact of 11 different applications of artificial intelligence for customer experience (AI for CX) across Belgium/Netherlands, France, Germany, Spain and...
What the latest Service Excellence standard BS ISO 23592 tells you

What the latest Service Excellence standard BS ISO 23592 tells you

by Jo Davies | 29 Nov, 2021 | Customer experience, Our blog

Service excellence aims to create exceptional value for organisations’ stakeholders and provide customers with outstanding levels of customer service. Service excellence can be achieved by going beyond satisfying customers’ expectations. It is reached by offering...
If you could live an extra hour a day, how would you spend it?

If you could live an extra hour a day, how would you spend it?

by Davies Hickman | 2 Sep, 2021 | Our blog

It comes as no surprise that the COVID-19 crisis has precipitated a revolutionary change in how we live our day-to-day life. Time that people previously spent commuting to work, gathering with friends and family, going out for dinner came to an immediate halt after...
How are European businesses investing in AI-based NLP technologies to improve CX?

How are European businesses investing in AI-based NLP technologies to improve CX?

by Davies Hickman | 2 Aug, 2021 | Our blog

As Artificial Intelligence (AI) rapidly develops, the value of AI technologies, specifically natural language processing (NLP), in improving customer experience (CX) has attracted businesses’ attention. Through Smart Speakers consumers now have some trust in these...
Do consumers prefer text-activated or voice-activated chatbots?

Do consumers prefer text-activated or voice-activated chatbots?

by Marcus Hickman | 1 Jul, 2019 | Customer experience, Our blog

When we talk about ‘chatbots’, we often conflate two different things: text-activated and voice-activated bots. It sounds trite to point out that they are, in fact, very different! Indeed, it’s rare to find a bot that can be activated by text and voice. So, given the...
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Our blog

  • The increasing impact of AI on European contact centres
  • 15 seconds delivers connectivity, community, relatability & learning
  • More cash in our pockets, will we ever be a cashless society?
  • What the latest Service Excellence standard BS ISO 23592 tells you
  • Shopping apps in 2021: Is customer support improving?

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