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Mark Norman

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By Mark Norman
on February 23, 2021

The ways customers interact with businesses have drastically changed in previous years.

From the early days of face-to-face interactions, phone calls and contact centres, the customer service experience has evolved exponentially.

Shifts in consumer behaviour and advancements in technology are both catalysts for change.

By Mark Norman
on February 10, 2021

Experts predict that 85% of customer interactions will be handled without human agents in 2021, the vast majority of those handled by chatbots and virtual assistants.

Why? The traditional means of servicing customers struggle to provide the type of experience that modern consumers demand. Customers now expect a faster, more engaging, and personalised level of service than ever before.

By Mark Norman
on January 26, 2021

Chatbots, or Digital Employee's as they’re also called, is capable of having thousands of simultaneous conversations with a variety of different users.

That’s a lot of information gathered about your customers’ needs and wants.

In a world that’s ruled by data, that information is a golden opportunity to improve the way you interact and engage with both potential and existing customers.

By Mark Norman
on July 20, 2020

As consumer behaviours change and become more digitally orientated, retailers must evolve the way they interact with and support their customers, or risk being left behind.

Leading retailers are turning to artificial intelligence and automation to streamline customer service processes amidst a growing increase in digital based customer enquiries.