Over the last few years, more and more consumers have opted to engage with brands and businesses digitally. This technological evolution — while very beneficial for consumers —  is extremely valuable for organisations, and it has only been fast-tracked by the impact of COVID-19 on social and economic activity.  InContinue Reading

Electricity and gas distributor Jemena is upgrading its capacity to measure the experience that people have when they call in seeking assistance on complex installations and fault resolution. Jemena will today announce that it is deploying InMoment, initially in its contact centre operations before expanding the hosted software across itsContinue Reading

Read Article IndusInd Bank is focused on customer experience and its “customer first” mantra translates into meaningful and comprehensive product development, service, and product delivery through digital, simplifying the process of adoption. Anil Ramachandran, EVP and Head, Marketing and Retail Unsecured Assets, IndusInd Bank believes that as banking gets simplified,Continue Reading

Read Article We are living in a rapidly changing world, with quick digital adoption across the value chain. The perspective of customers, distributors, employees, suppliers, regulators, has seen a sea change. Pankaj Gupta, Senior EVP (Sales & Distribution) & CMO at HDFC Life defines these changes as synergistic changes andContinue Reading

With the nationwide COVID-19 lockdown in full effect, Vodacom has put numerous measures in place to protect customers and employees. These include measures that have seen frontline agents now working from home as well as stepping up its reliance on TOBi – Vodacom’s chatbot. Using the latest Artificial Intelligence (AI)Continue Reading

Read Article As organizations have embraced totally new models for work during the COVID-19 crisis and are preparing to have far more remote workers, they will look at leveraging various collaboration tools to set up a communication channel not only within the organization but also with the external customers. AndContinue Reading