Kamna Datt, on Wed, Mar 21, 2018
5 Min Read
Mansi Bhatia, on Tue, Mar 20, 2018
4 Min Read
The banking sector has seen its fair share of controversies and scandals. This has led to the public losing confidence in the traditional banking system. As if right on time, the Financial technology (Fintech) entered the market and is gaining a strong foothold in the industry. So much so that, there have been claims of it being one of the biggest disruptors for the traditional banks in the recent past.
Kamna Datt, on Fri, Mar 16, 2018
2 Min Read
Lately, if you have contacted with your broadband provider or your bank, there is a very good chance you may have interacted with a bot, rather than a human agent. Chatbots are taking over customer service in a big way. And there is a good reason for that. The technology wonder is not only going to save enterprises billions of dollars, it is also expected to transform the customer service landscape. AI powered Chatbot for customer service enables businesses to engage with the customers better and has an incremental role is improving customer experience (CX).
For a business or service provider, nothing is more painful than being slammed for slow and inactive customer support by their customers. And this is even more true in the era of social media. Any negative experience and a customer is more than ready to tag the company or service provider on social media channels complaining about the issue. Slow and delayed response not only leads to negative customer experience, it can also impacts sale and revenue of a business. After all, social media reviews have a profound influence on buying decisions of tech savvy customers.
Kamna Datt, on Mon, Mar 12, 2018
5 Min Read
What is the definition of a true omnichannel customer experience? The answer is consistency. Customer today are more powerful than ever before. They demand greater degree of personalization, wider choices in communication channel and quicker response time. However, in the absence of cross department or cross-channel communication, omnichannel channel customer experience can be dampened. This is mainly because of poorly integrated systems.
Ameyo team, on Thu, Mar 8, 2018
3 Min Read
Mansi Bhatia, on Tue, Mar 6, 2018
4 Min Read
Automation is no more a differentiating factor, but has become a necessity in making customer service a success. One of the most common tools to achieve that is through an Interactive Voice Response (IVR) System. An IVR is an inbound solution to enable the customers to reach out to the organization for support, amongst other services. The customers can use the dial pad or get help through speech recognition.
Kamna Datt, on Thu, Mar 1, 2018
4 Min Read
In my earlier blog, I had highlighted the changing landscape of the banking ecosystem in Africa. With the onslaught of technology, stability of financial institutions and awareness, customers in Africa now demand superior CX (Customer Experience) from their banks. This is a very natural and organic transaction that is driving banks to adopt emerging technologies to achieve seamless banking experience. For the same reasons, it is not surprising that the key points of discussion at the recently concluded DOT finance summit in Rwanda was around the adoption of mobile banking, AI, chatbots and its overall impact on customer experience and risk management.