“Conversational AI breakthroughs have led to a new generation of customer service virtual assistants (VAs) specific to your bank, your telco and your pizza ordering, all providing personalised, concierge-like service”, Weideman said. “The rapid rate of adoption has also increased user expectations, with … Read More

As ever, the biggest focus for hoteliers who are thinking about upgrading their booking system should be the customer experience. “Everything should flow backwards from that,” Sloan advises. “It's also super important that, if people are prepared to share their data and their details with you, that you … Read More

Nick Harding, chief executive officer of Lending Works: “We are fanatical about creating best-in-market customer experience in consumer credit. Open Banking provides us with an opportunity to significantly enhance the ease and speed of applying for a loan, while simultaneously improving our credit … Read More

By the year 2020, half of all online searches will be carried out by voice, and 30 percent of them will be made using no screen at all. AI assistants will manage our day-to-day schedules, and chatbots will drive sales and manage the customer experience. These tech trends will create …

The SMAVIA Question Answering Assistant is a service that supports smooth answers for customer questions when employees are helping customers in stores through a text-based exchange between an employee and an AI chatbot, using Fujitsu's Smart Communication(4), which supports more active … Read More

“All you care about is how cheap it is, so Uber's incentive is to drive the cost down at the expense of the driver. In our case, these [pros] are not commodities: The reason they're able to charge $75 an hour is [because] they do a differentiated service. Our goal …

The proportion of projects using IT to improve the customer experience will steadily rise. Those not using technology tend to be projects related to recruiting, training, governing and managing customer-facing employees. By 2020, 30% of all B2B companies will employ artificial intelligence (AI):. AI will be … Read More

Today, customer satisfaction is the absolute number one priority – a point confirmed by almost every recent survey of top managers, with 89% of company leaders now seeing customer experience as their biggest differentiator. Here, customer expert, Prof. Steven Van Belleghem explains why every … Read More

The use of chatbots and other AI are important if small businesses are going to communicate effectively with customers. And as … For small businesses, the adoption of chatbots will deliver faster and more efficient customer service capabilities without the cost of a call center or similar expense. And the … …

According to a study published by HSBC last year, consumers don't trust AI. The findings, based on a study of 12,000 people across 11 countries, found that despite the clear customer benefits, consumers are apprehensive about letting chatbots and robo-advisers help them open a savings account, … Read More