“Conversation Agents present a huge opportunity to increase customer and employee engagement in a cost-effective manner."

Oracle announced the availability of Oracle Digital Assistant, enabling companies to build personalised digital assistants to help employees work smarter and more productively. 

"Businesses cannot neglect the fact that on the other side of each transaction is a human being. And for some interactions, the most effective way to help a human being is with another."

"Despite giving the end-consumer the convenient services they demand, associations with unjust work practices can ultimately come back to bite companies where it hurts most."

In conjunction with the launch of The Zendesk Suite, Zendesk also unveiled Connect - a new product for proactive customer communication.

Taking a look at how speech analytics technologies can be used in the contact centre to improve customer service and B2C interactions.

Despite the optimism demonstrated by many CIOs, the actual process of cloud adoption among large organisations is slow.

Bluleader helps organisations drive better ROI on existing SAP ERP investments by extending the data model on a seamless, single platform experience.

AI is an extension of a human, not a substitute for it. Once we realise this fact, we can appreciate AI for what it truly is.

“There’s no pushy salesperson trying to convince you to spend all your hard earned money – that’s not retail.”

The report singled out online retailer Mighty Ape as having the best digital experience among all brands with a score of 35.

​Hitachi has announced the development of active-learning dialogue-data based AI technology to its human symbiotic service robot.

“Constant improvement in customer service is a key factor in customer retention and is something that the individual companies work hard to improve."

Datacom’s intelligent assistant ‘Alexa’ has scooped an award at the 4th Annual Intelligent Assistant Awards in San Francisco this week.

Salesforce is taking the next generation of its Service Cloud to customers this week, adding more customisation and an interactive learning platform.

Pega clients can now embed the Amazon Connect experience directly into Pega Customer Service to provide agents with full customer context.

The move is the latest in the trend of companies leveraging the power of AI and machine-learning in their knowledge management.

Unlimited Internet has established a Customer Service Centre in Palmerston North from where it will grow its customer base further throughout NZ.

They have one goal: make it easy for brands to talk to customers and easy for users to get in touch with businesses.

An exceptional customer experience is crucial to establishing a powerful brand reputation.

Companies may have little insight into why one individual may outperform another or how to provide effective feedback that will improve performance.

“With Genesys and Global Speech Networks, we are investing more than ever in our customer experience."

“Revolve your world around the customer and more customers will revolve around you” - here is a report that details how you can do just that.

The connected customer is the symptom of their time and they are the next profit centre for all customer-facing businesses - here's some advice.