Insights

With technology at our fingertips, it’s easy to see why the customer experience has evolved. To remain brand loyal, today’s consumers...

In this age of rapid digital embracement, brands are expected to deliver a high level of personalisation to their customers. Businesses...

According to the CX Live Intelligence Report 2023, a staggering 35% of the surveyed companies in the Middle East are re-evaluating their...

Call centers are the front line of customer service for many companies, and they play a crucial role in maintaining customer satisfaction...

Artificial intelligence (AI) has been revolutionizing the way businesses operate, and call centers are no exception. AI-powered...

Call routing is a necessary feature for any organization that receives incoming calls daily, as it directs calls to the relevant entity...

Business process outsourcing (BPO) refers to the practice of outsourcing certain business functions related to customer communication and...

Call centers are often referred to as cost centers due to the high expenses associated with every customer interaction, whether it’s...

Before we dive in, let’s give an idea of what you should expect from this newsletter when it hits your inbox. All Things Experience is...

RAYA CX is putting a spotlight on its successful CX journey with the British Council in the MENA region through our case study. RCX has...

From established brands to disruptive startups, everyone is rethinking their strategies this year — check out the 2023 customer...

Using a CCaaS platform that integrates with your CRM system offers seven significant benefits for your brand, let’s review them. 1. Data...

We are now more linked to the rest of the world than ever thanks to smartphone technology. We can communicate with someone on the other...

Your contact center can offer support through a variety of channels yet the goal of the service provision remains customer happiness....

With the advent of the increasingly digitised world, CCaaS is gaining in popularity. As organisations deal with customers with...

"One of the main benefits of Uniphore is that it has transformed a technical diagnostic procedure into something that can be handled...

"Uniphore’s intelligent self-service solution combines AI, NLU, and RPA technologies to provide automated conversational services. Its...

Many companies have started to prioritize digital customer care programs, albeit at a slow pace, but some organizations are lagging...

Contact center leaders looking to improve the customer experience need to consider how to bring AI into their operations if they aren't...

Practical strategies & resources to turn workforce wellbeing into your competitive advantage. We are in the New Now. BUILDING DECISIVE...