Service Experience

January 25, 2021
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CX and Compliance – striking the perfect balance with IVR and Agent Assisted Payments

This is a guest post by Rob Crutchington, a Director of Encoded. Security has never been more important for customers when paying online or via a […]
December 22, 2020
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How will you be using video in your customer experience mix in 2021?

Four years ago I spoke to Matthias Murin, who was, at the time, Group Manager Customer Service at DocMorris, a Dutch online and mail-order pharmacy that provides […]
December 11, 2020
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On a scale from 1-10, how racist is your AI? – Interview with Jeff Gallino and Conrad Liburd of CallMiner

Today’s interview is with Jeff Gallino, CTO & Founder, and Conrad Liburd, AI feature engineer, at CallMiner, a provider of speech analytics solutions for improving agent […]
November 4, 2020
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To deliver better customer experience brands need to develop an empathetic musculature

Over the last few months, there has been much talk about how an organization’s ability to deliver great service and experience to their customers is dependent […]