Digital Intelligence Unit

Governments and public sector organisations want to reduce delivery risks associated with contact centre services. They should consider migrating their contact centres to the cloud. According to the NEC whitepaper, Cloud Migration and Contact Centres, there are three basic benefits to moving contact centres to the cloud: improved customer experience; managing risk

Organisations move to the cloud for various reasons, but one of the more important is that the cloud gives them the opportunity to increase revenue through better service delivery and improved customer service. A recently published whitepaper by NEC, Cloud Migration and Contact Centre Solutions covered the benefits brands get when they

Cloud-based contact centre solutions offer a number of advantages over on-premise solutions such as the high speed of deployment, the ability to avoid upfront costs, and of course opportunity to scale capacity up and down on-demand, and so adjust to market conditions. That’s a key take away from a new

When companies are on the path to improving customer trust, they normally find themselves in one of two modes. The first is trying to retain the trust customers already have for the brand, and the second is hoping to recover trust that has been lost for whatever reason. Aarron Spinley,

An illuminating finding from recent research published by IRBS in its State of Enterprise Software Report 2019 is the revelation that line of business leaders are increasingly taking more responsibility for purchasing decisions around business applications — ahead of the IT department. And that, in turn, also changes both the nature of their relationship

Consumer trust is a complex conversation as it works on many levels depending on where – and on how – a brand operates in the business spectrum. But there is no disguising the importance of organising your development or transformation around customers needs. For three brands – Xinja, Lion and

The 7-Eleven chain of convenience stores is at the old-school-business end of the trust equation. But time and technology have changed all that – as did introducing $1 coffees. For 7-Eleven, which has traditionally been firmly a bricks and mortar, ‘your-local-deli-on-the-corner’, business, online consumerism is a disruption that has to

The adtech industry is too focused on metrics that don’t really matter to its customers and needs to shift its focus to get stronger buy in from senior marketing leaders. To convince CMOs to invest more in programmatic, it is important to map to overall business outcomes as well as

There are three layers of trust at which brands need to excel if they are going to build genuinely engaging relationships. However, understanding this alone is not enough. Trust in business is a currency that has value and is fundamental to financial growth in the experience-driven economies we see today.

Brands in digital TV have a tendency to overcomplicate things for advertisers. They feel the need to use certain technologies just because they are available, according to Patrick Darcy, CEO at Cadreon. He said, “an advance in technology — certainly programmatic, data or addressability — because there’s changes in technology,