The use of social media and mobile apps for customer service has doubled since 2011, but according to NICE Systems’ Global Customer Experience Survey, 88% of customers still elect to pick up the phone and call, the company said in a statement.
Servion Global Solutions said it has partnered with Cisco Systems to design and implement a centralised contact centre solution for Bangkok Insurance (BKI).
No business would let 4,000 customers a week pass through its doors with no customer service agents available to help guide them, yet this happens online all the time, writes Erwann Thomassain of Genesys.
While Customer Experience Management (CEM) programmes are being undertaken on a global scale by businesses of all sizes, a new survey from Avaya found that China leads the pack with 84% of businesses having a CEM solution, followed by the United States (73%) and India (72%).
Many businesses already see the need for customer experience programmes, and some are even creating specialised roles like the chief customer experience officer. But for such programmes to work effectively, the CEO himself has to take charge, say two MSC Malaysia companies specialising in the field.
According to new Oracle studies, B2B (business-to-business) and B2C (business-to-consumer) commerce professionals find integrated, omni-channel customer experiences increasingly valuable to their organisations, and are continuing to invest in technologies and digital content strategies to facilitate them.
hybris software, an SAP company, has appointed Graham Jackson as the head of its Asia Pacific operations, as it aims to lead businesses into the era of omni-channel commerce.
Avaya has announced new and enhanced customer experience management solutions that it said would help businesses eliminate the fragmented, high-effort service that jeopardises customer loyalty and revenue growth.
The retail landscape is undergoing a major transformation and retailers that don’t make fundamental changes will at best continue to lose market share, or at worst, will simply disappear, writes Scott Gillies of Manhattan Associates.