News

Chatbots are on the rise: 9 Examples of how Brands are using them

A growing number of businesses are using chatbots in lots of exciting ways – in fact, according to Facebook, there are now over 300,000 active bots on Messenger.

You can order food, schedule flights, and get recommendations for pretty much anything you can think of – and while we’re still in the early days, the latest numbers, both in terms of available bots and usage, all point to one thing. Adoption is growing.

Continue reading “Chatbots are on the rise: 9 Examples of how Brands are using them”

The Four Culture-Shaping Principles to Shift a Culture

Culture is the most effective vehicle to energize the large-scale change that’s necessary to position a company to thrive. These four principles can help organizations ensure that culture stays top-of-mind for more than just a moment:

  • Purposeful Leadership from the Top
  • Personal Change
  • Broad Engagement
  • Focused Sustainability

Continue reading “The Four Culture-Shaping Principles to Shift a Culture”

Will Virtual Customer Assistants dominate Customer Service by 2020?

Gartner has revealed that 25% of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020, up from less than 2% in 2017.

Organisations report a reduction of up to 70% in call, chat and/or email inquiries after implementing a VCA, according to Gartner research. They also report increased customer satisfaction and a 33% saving per voice engagement.

Continue reading “Will Virtual Customer Assistants dominate Customer Service by 2020?”