As the number of bots and virtual customer service agents grow, so does the frustration and the number of failed deployments. IFS-mplsystems outlines the four cornerstones of a successful implementation and how to make the chatbots work for you
C-suite executives and senior business leaders discuss how to overcome damaging customer service failings
Customers today are more powerful and more demanding for personalised products and bespoke offerings than they have ever been. How will new privacy legislation affect this?
Delivering great customer experience in B2B markets has never been simple… and has never been more important
Chris Skinner reflects on the importance of putting customers first when it comes to banking, insurance and finance
In the age of the smartphone, convenience has taken on a whole new meaning
Brokerages must put the client at the heart of the service if they are to survive in an increasingly competitive landscape
Online banks, awash with data from their customers’ smartphones, are leading the way in personalising financial services