Elingo research shows while the type of industry will greatly influence CX, ultimately it is a matter of choice and first contact resolution. The importance of customer experience (CX) and the value a business places on the experience clearly depends on the industry – but when customers have the option to choose, CX becomes critical.
While it has become easy to fall into the trap of only paying lip service to customer experience (CX), it is one of the most important aspects of doing business in 2020. But how can companies differentiate themselves when their customers have so many different and unique options available to them?
By Karl Reed, Chief Solutions Officer: Executive at Elingo The past few months have seen local organisations migrate towards the cloud and its usage / consumption model. While part of this can be attributed to the need for continued innovation, a major factor has been…
As more businesses face the technical realities of digital transformation and advance towards 4IR, the customer experience is always front-of-mind – and it is little wonder the call centre has emerged as the frontline of technology-driven, fully automated service delivery.
As business heads into 2020, the way customer experience is managed will irrevocably change. Ushering in this new era will be technologies like artificial intelligence (AI) and machine learning (ML) which have already impacted on how companies engage with their end users.
The arrival of multinational data centres has seen local organisations increasingly looking at ways of embracing cloud services and adapting their strategies to facilitate an easier transition into this environment.
With investments in artificial intelligence (AI) related technologies expected to triple by 2020, local companies are looking at ways to integrate it into all aspects of their business. It is especially in the contact centre industry where it can be used to greatly enhance the customer experience (CX).
With more than 1,400 Genesys certification courses and training modules completed by its staff, cloud and premise contact centre, unified communication and collaboration, and business process automation specialists. Elingo is one of the most highly qualified partners on the continent of Genesys, the multinational omnichannel solutions provider.
Africa’s long-standing Genesys Gold Partner Elingo proudly confirms its Bronze sponsorship of the Genesys Blended AI Summit 2019, an industry-led event scheduled for 2 July 2019 at the Maslow Hotel that will explore the dynamics of Artificial Intelligence (AI) on customer experience (CX).