Stories by Rod Lester
Channel selection: Essential for a successful customer experience strategy
Today's contact centres are evolving rapidly to meet customer demand for diverse, seamless engagement channels. Here's how.
Key factors to look for in a Customer Experience Software
Organisations need to continue investing in customer experience (CX) solutions that empower them to deliver frictionless experiences.
Demystifying GPT solutions: to ChatGPT or not to ChatGPT?
Ultimately, the future of contact centres will likely hinge on the successful integration of AI technologies like GPT.
Prioritising a digital-first customer experience strategy
The impacts of a digital-first society on contact centres are significant and require a digital-first customer experience strategy.
Why artificial intelligence is the invisible engine driving contact centre success
AI emerges as a powerful engine for contact centres, streamlining processes, supporting agents, and delivering better customer experiences.
How to overcome the digital experience dilemma - NICE
The global self-service technologies market is rapidly growing as consumer demand intensifies, creating a digital dilemma for businesses.
Leveraging technology in contact centres to reduce attrition rates
Many organisations worldwide have accelerated DX to better respond to changing market drivers and business environments after the disruption of the pandemic.
How leveraging AI-driven analytics can increase customer satisfaction in the contact centre
Leveraging AI-driven solutions can help contact centres improve customer satisfaction through sentiment analysis and identifying key behaviours.
How artificial intelligence impacts business transformation
AI can be a useful tool for improving CX — in terms of how human agents interact with customers, and how customers engage with contact centres.
Transforming contact centres with a digital-first customer experience strategy
Taking a genuinely digital-first approach to CX means organisations must understand how customers access services and how they are supported.
Best practices for implementing a chatbot or virtual agent
Rushing to implement solutions can lead to poor CX and have significant negative impacts on the bottom line, writes NICE managing director for ANZ Rod Lester.