Chatbots have become a key element of customer services operations, and with more organisations looking at how they can deploy AI and automation within their contact centres, it’s a trend that is only set to continue growing.
Earlier this year we polled a range of contact …
It’s no secret that the retail sector has suffered a sustained period of difficulty in recent times, with the highstreet losing some well-known and well-loved brands in 2018 and further brands dramatically downsizing. Alongside this has been uncertainty from consumers and these factors coupled together …
Technology is becoming ever more prevalent in our daily shopping experiences, from in-store computer screens, to chatbots in the online channel. Despite the convenience of these methods however, there remains a strong desire amongst consumers to retain a distinct human element in the customer experience.
This …
PSD2: Lack of clarity from regulators hindering Strong Customer Authentication
As the second Payment Services Directive continues its roll out, regulations making it obligatory for organisations to implement strong customer authentication (SCA) in online payments will come into force on September 19th this year.
Despite being …
With convenience being king for consumers in the omni-channel world that we live in, the appetite for automated customer self-service is greater than ever before. Many businesses have taken steps to make this a reality using tech such as text-based chatbots, but making self-service a …
The telephone has been a staple element of contact centres since their existence began and remains a key communication channel for almost all organisations. But are we now seeing this channel die out in favour of perhaps easier, digital channels?
We recently conducted some research (the …
It’s been talked about for what seems like an age, but in just a few weeks it’ll finally become a reality: The General Data Protection Regulation (GDPR) comes into effect on 25th May 2018. It will impact any business that holds personal data on customers, …
If there is one overriding theme throughout 2017 for Aspect it has been customer engagement. Customer engagement flows through everything we do: from every customer conversation through to every enhancement we make to our products to achieve the ultimate goal of improved customer satisfaction. Customer …
Customer engagement is a rapidly changing sector. It’s no longer just about providing a transactional service that answers any queries and addresses complaints. It’s now a key driver of business growth that engages with individuals on a more personal level, boosts loyalty and turns customers …
The business landscape is changing rapidly. Like it or not, digital transformation is something that will impact on every company, so it’s vital that firms understand what impact this will have on their operations – and in particular, how they engage with customers in an …
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