Remember the old days when a day or two before your scheduled doctor’s appointment you’d receive a phone call from a person confirming your appointment? The reminder calls still happen, but more frequently than not, the calls are automated. It’s no secret that I don’t …
Mobile
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 …
Here’s to Another 25 Years of SMS
It is appropriate that I cover SMS in this blog post because 2018 marks the 25th birthday of SMS. By now, it is no secret that as we become increasingly dependent on our mobile devices we heavily rely on the mobile channels that go with …
The Facebook Predicament: Investment Protection, Thanks to Aspect
Last week, in the wake of the Cambridge Analytica scandal several companies and celebrities, including SpaceX, Playboy, Will Farrell and Cher left Facebook. Meanwhile, Facebook put a temporary pause on its app review process for new Messenger chatbots. Which means developers are currently unable to …
Why are customers willing to pay more for a better experience?
Today’s data driven economy means that making purchases is no longer as simple as ‘shopping around’ for the best features, the best price or even the most convenient buy. Regardless of whether we’re buying in-store or online (from clothing to a new energy provider), consumers …
Neue Wege zum Vertragsabschluss – Energieversorger testet individualisierte mobile Self-Services
Mobil und vernetzt – das sind zwei der wesentlichen Kennzeichen der Kundengeneration von heute. Damit im Zusammenhang steht auch die Erwartung, dass Informationen schnell und vor allem bequem verfügbar sind. Kaufentscheidungen werden schneller getroffen – was für Unternehmen von Vorteil sein kann, sie aber auch …
The Case for Self-Service: Your Customers Don’t Want to Talk to You
Faced with a conundrum, my son came to me the other day asking for help. He was attempting to register for spring semester classes, but because of a missing prerequisite, he wasn’t able to register for the math class he intended to take. Neither one …
Three Reasons to Do Your Black Friday Shopping with a Chatbot
Across the country, Americans are eagerly anticipating the coming holiday. Thanksgiving? Get real—we know that you haven’t even put the turkey in the oven before your mind starts to wander to Black Friday. And you’re not alone. This year, millions of Americans will race to …
Collaboration is the key to fighting identity fraud – join Aspect and the GSMA at the Verify Innovation Day
Identity fraud in the UK was recently said by experts to be at record, “epidemic levels” with Cifas discovering that more than 89,000 cases were reported in the first six months of the year alone – a 5% rise year-on-year. The advent of internet banking …
Is Messaging the Key to Service Success?
If you had asked a friend three years ago if they have ever used Alexa for a customer service question, they would have first asked who Alexa was, and then asked if you’ve been getting enough sleep lately. But today, messaging apps and voice assistants …