As advanced technologies with machine learning capabilities become more and more commonplace and the general public become more accustomed to interacting with these types of technologies and virtual assistants – such as Amazon Alexa and Google home – more organisations are looking at how they …
Stephen Ball
Steve Joined Aspect in December 2015 with responsibility for the Europe & Africa region.
Steve has held leadership roles in Computacenter, EMC, Orange, and most recently as RVP for Hitachi Data Systems, where he was responsible for leading HDS regional restructure and Transformation, succeeding in driving growth and market share.
Steve is passionate about delivering world class Customer Service, Technology and hiring and developing great people. He believes how you engage with your customer defines the success of any business, with the client demanding ease of interaction, when they want it and how they want it.
With a simple view that focusses on these three areas, Aspect is ideally positioned to accelerate its growth and Market share. Steve is working with the EA leadership team to create a plan and vision for Aspect EA that underpins the competitive advantage that the Aspect suite of software provides to its clients.
Cloud: enabling contact centre AI
Over the last few years, artificial intelligence has been one of the biggest buzzwords in the contact centre and the tech world in general, with more and more organisations understanding the benefits that it can bring. Whether it’s improved efficiencies, cost reductions or improvements to …
The customer service advancements worth paying more for
Disruption to traditional business models in recent years has meant that today’s consumers are more demanding than ever – they expect to able to access services instantly through intuitive apps and experience great service at the same time – and, why shouldn’t they? Technological advancements …
Chatbots dominating customer experience on websites
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 …
Younger shoppers expect improved customer service during promotional periods
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 …
Shoppers see the benefits of self-service, but human interaction remains essential
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
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 …
Natural language processing and the pursuit of excellent customer self-service
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 …
Are digital communication channels calling for the end of the phone?
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 …
One month to go: is your contact centre ready for GDPR yet?
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, …