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It doesn’t seem too long ago that the introduction of interactive voice response (IVR) received a rocky reception with many customers citing that they preferred to speak to a ‘real human’.
The second year of the pandemic has seen more people in the UK slide further into debt and organisations need to recalibrate their response through empathetic collections.
Treating customers with empathy has been an increasingly important area of focus within the customer experience industry.
A popular online brokerage prided itself on building a customer experience that made trading stocks as easy as swiping right or left to purchase a book online.
Automation will transform most jobs in the insurance sector over the next decade.
Our automation solutions range from task mining and process re-engineering to unattended robotic process automation, and include advanced AI-enabled automation.
We must resist the robots... Should we? There’s no question that the pandemic forced organisations to rapidly introduce new ways of working.
Can debt really be considered good? And do we need more of it? At Tortoise Media’s recent ‘The Future of Money’ event I was invited to consider this alongside finance coach and author of Black Girl Finance, Selina Flavius, and the co-author of Angrynomics, Eric Lonergan.
While Covid has put the brakes on a lot of things – normal schooling, visiting family and friends, holidays and music festivals, commuting and meetings in the office, it has enabled and accelerated the uptake and development of a number of other trends.
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