Insights

The transformation trap In a digital world, the contact centre is no longer the only front door. The real CX failure is happening across your whole operation and the fix can’t start with the platform. The contact centre is not the problem You upgraded your contact centre platform. Maybe you deployed new CCaaS. Possibly an AI chatbot. And contact volumes haven’t fallen. Costs haven’t moved. Agents are still overwhelmed. What went wrong? Nothing went wrong with the technology.

Organisations are pouring millions into service modernisation. So why do customers still feel like they’re going in circles? The answer isn’t a lack of technology – it’s a lack of context. The hidden problem: Siloed fixes in a modernised world Picture this: An organisation spends 18 months modernising its service operation. New ticketing system. New self-service portal. New AI chatbot. And yet customers are still calling them on the phone. Agents are still re-entering data. C

Gamma experts share their thoughts on how AI will influence CX going forward. Artificial intelligence has become the catalyst forcing organisations to rethink operations. Customer journeys are being redesigned, and teams are rethinking on how best they can work together. In terms of customer experience (CX), it isn’t simply just another layer of technology added on. AI within CX has become a key topic for debate. Exciting in potential, yet daunting in practice. With customer

In this blog, you’ll learn: How AI is transforming CX, and why future-ready networks are critical. The role of robust infrastructure in delivering reliable AI-powered CX. Why assessing and strengthening digital foundations protects customer trust and maintains competitiveness. Modern customer experience is increasingly shaped by AI. We’re seeing its usage within the likes of automated service agents and predictive decision-making. But no matter how advanced these tools become

As we enter 2025, Customer Experience (CX) remains a key driver of business success, directly impacting growth, loyalty, and...

What happens when your CX strategy isn’t built to grow? Failing to invest in scalability can cripple your customer experience, leaving...

Report surveyed 500 contact center and 500 marketing leaders on their goals for AI-led CX transformation. NEW YORK, NY — October 30, 2024...

Customer journeys can be elusive. Learn more about customer journey mapping and how it can help brands create better experiences for...

As consumers, we’re enveloped by new technology that creates a dizzying array of multiple new digital touchpoints that go far beyond...

Born Digital, Episode 6 Recap The race toward digital transformation is on, with investments in these efforts expected to reach $3.4...

Imagine what it’s like to go from a few million weekly visitors to hundreds of millions of weekly visitors in a matter of weeks. Think of...

Ever wonder what you would do with one extra day? That's the gift a leap year gives us every four years—when the calendar delivers 29...

Today we announced Zendesk AI, our intelligence layer and a new offering that combines years’ worth of Zendesk data and insights with new...

Cloud contact center migration can be a complex and challenging journey. Businesses that choose to follow this path can gain many...

Customer experience (CX) is a crucial, yet often overlooked, aspect of any testing journey. According to a survey conducted by Qualtrics...

Leaders of the most successful businesses know that providing the best customer experience (CX) in their markets leads to greater...

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...

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...

Did you know 65% of a brand’s business comes from existing customers? This means customer retention and customer loyalty play a major...