According to Gartner, the four pillars driving technology innovation across customer service and support (CSS) organisations are getting connected, process
Adopting a customer-centric approach based on rapid prototyping, the two organisations will jointly design and roll-out new digital products across
The company is able to save on manpower resources, significantly reduce the duration of administrative processes from weeks to days,
The research predicts that social media platforms, such as Instagram and Facebook, will become an important medium for enterprises to
Rising inflation, a looming energy crisis, and the increased cost of living in Australia mean more and more customers need
Organisations in Australia and New Zealand (ANZ), and Singapore have upped their digital agility index scores by between 0.5 and
Conversational-style business messaging integrate maps and search functions A recent Forrester report commissioned by Google found that 54 percent of
More than three quarters, 77%, of citizens now primarily use a digital platform to access government services.
When the pandemic hit, more consumers in India started to use digital channels and platforms for daily tasks such as
Gartner predicts that by 2027, chatbots will become the primary customer service channel for roughly a quarter of organisations. “Chatbots
At a time of uncertainty and rising inflation, consumers are focused on how to extend every dollar. At some point,
A Gartner survey of North America and European marketers revealed that 60% have centralised some (23%) or all (37%) of
