Daktela enhances its automated chat functionality with the acquisition of Coworkers.ai

The new technology will be integrated into their software later this year, enhancing their existing chatbot capability and enabling businesses to deploy complex automated chat solutions in their customer communications.

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ChatLingual and Quantanite Join Forces to Enable Fast-Growing Companies to Deliver Multilingual Customer Support

ChatLingual, provider of the world’s most comprehensible multilingual messaging platform, have united with Quantanite, a Customer Experience and Digital Outsourcing solutions provider for the world's fastest growing brands. ChatLingual will complement Quantanite’s CX and Digital Outsourcing offerings with their multilingual customer support operations, providing simple and more delightful customer and agent experiences in every language.

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How can tech-driven customer service help deliver net-zero retail?

Research by travel aggregator, Hotwire found that nearly half (47%) of internet users would change to another product or service if it violated their personal values, with environmental protection topping the list. While it might not be the first thing that springs to mind when thinking about sustainability strategies, customer experience – supported by the right technology – has an important part to play in helping brands reduce their environmental footprint. Read the full article to find out how.

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ChatLingual Makes Global Shared Services Possible Through Innovative Multilingual CX

In 2020, ChatLingual was challenged by one of the Big Four professional service firms with a large-scale need that would test the very limits of the solution and its partner. They were looking to consolidate staff for a global network of firms with diverging languages, regional practices, and technologies. Their expectation was nothing short of achieving the highest level of internal support possible.

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If you want to get Customer Service right, start with the basics

A quick look at LinkedIn and you find a plethora of CX experts wanting to strategise and theorise but often ignoring some of the fundamental basics needed to deliver sustainable best in class CX. Put simply, there’s no point building a house on foundations of sand. Take a look at this article for a few simple questions you need to ask yourself as a business

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Customer Centric Culture Change from the bottom up

It’s often said that culture starts from the top and has to be driven by the CEO and the most senior team in the organisation. I don’t disagree but there are also lots of ways that you can change culture from within your organisation, starting small and creating a ripple effect that gathers momentum and delivers real change.

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Outsourcing 2.0 – Diversification vs Consolidation

In all areas of business there is a periodic question: should we consolidate our supply chain or should we consciously seek to diversify? All business operating models have been tested and altered since the start of the Covid–19 epidemic. Customer management and contact centre frameworks and approaches are no exception and the question of whether to consolidate or diversify suppliers is frequently addressed.

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How can you gain altitude as a CX leader?

Over the last couple of years, I’ve come across lots of articles in the customer experience space that focus on topics such as the ideal organisational set-up to succeed at CX; what titles CX leaders should aspire to; what the ideal reporting line is for CX leaders, and so on. Whilst the different perspectives on this are interesting, I feel these points of view fall short of providing the kind of practical advice which can help customer experience leaders succeed in their roles, as the guidance centres on areas that fall outside of their individual control.

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How Fully Connecting your CX Channels Could Transform Your Business

We spoke to Steve McSherry, Commercial Director of Daktela UK an industry expert in CX teams and technology, about the transformative power of channel connection. Recently becoming CXFO partners, Daktela, like us, are on a mission to maintain high standards across the CX industry for teams and customers.

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