Join us to discover the latest trends in our industry and customer experience. In this issue: 2G now a relic of the past, new blockchain technology makes lower-cost transactions possible, and Australians need help with their homework.
Talk of Artificial Intelligence (AI) – including Deep Learning, Automation & Robotics – was everywhere at SXSW. AI is considered one of the main technologies that would shape the next 30 years through “augmenting” humans via robotics, speech and service applications.
Join us to discover the latest trends in our industry and in customer experience. In this issue: shoppers decide on the line between 'creepy' and 'cool', keep an eye on your pets from work, and a video on a hip Italian grocery store's approach to customer experience.
Right now, we control our computers and phones by pointing, clicking, swiping, poking and typing, but soon this will all change. Soon, we’ll interact with our machines the same way we interact with each other—by talking.
At SXSW we quickly learned that VR is coming, and it’ll be a part of everyday life sooner than we think. Early articles about VR talk about how it can be used in entertainment (gaming and cinema), but there are a lot of applications for brands to connect with their customers.
At Stellar we want to understand the technological challenges of our clients; both the ones they’re facing now and they ones they’ll face tomorrow. Understanding what are the next waves of disruption that will hit our clients’ industries helps us work with them to prepare and thrive through these changes. This is why we sent a cohort of the team to SXSW; a massive conference in Austin, Texas that serves as an incubator for cutting-edge technologies and digital creativity.
We are now living in a digital first world, with well-informed and impatient customers using an omni-channel approach to interact with companies. Despite the availability of digital channels and approaches, customers still prefer to speak with a person for complex issues. So what does this mean for the call centre?
It’s the thing we’ve read about, planned for, and braced ourselves to be ready to tackle for the last couple of years: the reduced reliance on traditional voice channels that threatens to change the face of the contact centre industry forever.
Customers increasingly want to engage with businesses through channels beyond the traditional call centre or retail environment. Given that there is an increasing proportion of non-voice customer interactions, and this trend is expected to continue, is your business ready for this evolution?