Prominent stories shared among locked-down agents, business leaders and our loyal readership last week were articles on AI, the customer journey and an array of acquisitions and partnerships in the contact centre stratosphere. Didn’t have a chance to read through them all? Don’t worry, we’ve done the leg work for you and selected our top five popular articles from last week. Enjoy!
Funding Boost From Warburg Pincus LLC for Personetics
Personetics announced they had received a funding boost from Warburg Pincus LLC, a global private equity firm focused on growth investing. The cash injection is for the firm to up it AI-driven CX expansion.
David Sosna, CEO and Co-Founder of Personetics, said: “The financial services industry is reaching a tipping–point in mobile adoption and setting a new standard in Smart Personalised Engagement.
“Personetics has set out down this path and has launched its vision of Self-Driving Finance. We are looking to quickly expand our global footprint with new partners and clients, and support our existing customers with innovative business solutions. We are very excited to be partnering with Warburg Pincus on this journey.”
Gartner Report Finds Firms Will Drop Native Mobile Apps
80% of customer service firms will have abandoned native mobile apps, according to a new Gartner study that found they would end up favour of messaging for a better CX.
Philip Jenkins, senior director analyst in the Gartner Customer Service & Support practice, said: “Messaging channels such as SMS and third-party messaging apps like Facebook Messenger, WeChat and WhatsApp have been widely embraced in the global market, making them ideal for service organisations.
“By transitioning to messaging platforms, customer service and support leaders will reduce dependency on native mobile app experiences, reduce cost, increase digital and self-service effectiveness, and achieve a persistent experience for customer engagement.”
Enreach for Service Providers Guest Blog on UCaaS Increasing CX
With more businesses having to transfer engagement with their external audiences more than ever before, the CX has been whittled down to the size of a screen, so any way in which those interactions can be improved is a plus, Justin Hamilton-Martin, Sales Director, Enreach for Service Providers told us.
Through cloud-based UC, businesses of all kinds can explore ways to improve the customer experience. There is also an opportunity for partners to experiment with potentially new revenue streams, again with minimal risk.
Caldrip and VinSolutions Partnership to Provide Value to Shared Customers
Calldrip announced a collaboration with VinSolutions to combine engagement with a customer relationship management platform with the effect providing value to shared customers.
Brock Jackson, Calldrip Chief Operating Officer, said: “We are excited to announce this integration with VinSolutions that will substantially improve ease of use between our two solutions.”
Mapping the Customer Journey With the Help of New and Existing Technology
In an exclusive interview, we spoke Chris Marron, Director of Competitive and Market Intelligence at 8×8, to discuss the importance of machine learning and omni-channel working together to decipher unbeatable customer journeys.
Marron told us omni-channel will become all the more prominent in delivering CX and it’s all down to being able to provide those crucial insights into customer data.
