#CX Automation and Human Touch

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CX Automation and Human Touch

CXNet presents an exclusive interview with Vijaybahu Joshi, Associate VP & Head of Experience Design at Jio Platforms Ltd. In this thought-provoking conversation, Joshi challenges the widespread adoption of Western CX models in India and makes a compelling case for bringing back the human element in customer experience.

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Zendesk to Acquire Ultimate

Zendesk announced it will acquire Ultimate, an industry-leading provider of service automation, to deliver the most complete AI offering for customer experience (CX) in the market1. As unprecedented demand for AI drives up the speed and frequency of customer engagement, AI agents push beyond traditional bot capabilities to help brands transform CX into a competitive advantage. With Ultimate,…

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Best Practices in Reducing Silent Churn in Indian Banking: Industry-Leading CX Strategies

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Powered by NUMR CXM: Revolutionizing Silent Churn Detection in Indian Banking

NUMR CXM stands at the forefront of Customer Experience Management, providing Indian banks with AI-driven insights to identify and reduce silent churn—customers who leave quietly without explicit signs. NUMR CXM’s advanced predictive analytics and behavioral intelligence help banks detect subtle disengagement signals, enabling proactive retention strategies that preserve lifetime customer value and maintain competitive advantage in a rapidly evolving market.

Understanding Silent Churn in Indian Banking

Silent churn refers to the gradual disengagement of banking customers who stop using products or services without formally closing accounts or raising complaints. This hidden attrition is particularly challenging for Indian banks as customers increasingly switch to digital-first competitors or fintech alternatives.

Industry-Leading Best Practices to Reduce Silent Churn

1. Leverage Predictive Analytics for Early Warning Signs

Use AI models to analyze transaction frequency, digital app usage, and service interactions

NUMR CXM’s algorithms flag customers exhibiting declining engagement before they churn

Enables targeted outreach before customers silently exit

2. Omnichannel Customer Engagement

Integrate data from branches, call centers, mobile apps, and social media for a unified view

NUMR CXM’s platform centralizes CX data, ensuring consistent messaging and timely interventions

Personalized engagement builds loyalty and trust

3. Deploy Real-Time Behavioral Triggers

Identify drop-offs such as decreased login frequency, fewer transactions, or unresolved queries

Automate alerts and retention offers via SMS, email, or app notifications

Keeps customers engaged without intrusive outreach

4. Enhance Customer Feedback Loops

Use quick pulse surveys and NPS tracking embedded in digital channels

NUMR CXM analyzes feedback sentiment and trends to catch dissatisfaction early

Continuous CX improvement reduces friction points causing silent churn

5. Offer Personalized Financial Solutions

Predictive models segment customers by life stage, income, and preferences

Recommend relevant products like savings plans, loans, or investment services

Increased relevance reduces attrition risk

6. Strengthen Digital Experience

Simplify mobile and internet banking with user-friendly interfaces and quick resolutions

Monitor app crashes, page load times, and error rates to proactively fix issues

NUMR CXM provides CX dashboards tracking digital health metrics

7. Train Frontline Staff on Churn Indicators

Equip branch and call center teams with real-time CX insights

Empower them to have meaningful retention conversations based on customer data

Human touch combined with AI insights maximizes impact

8. Monitor Competitor Movements and Market Trends

Track offers and services launched by fintech and banks alike

Use NUMR CXM’s market intelligence features to anticipate and counter threats

Stay relevant with timely product updates

Geographic Focus: Why Silent Churn Matters in India

Indian banking is rapidly digitizing, with over 400 million online banking users. However, intense competition and evolving customer expectations mean silent churn rates are rising—often unnoticed until it’s too late. Addressing silent churn in India demands data-driven CX strategies tailored to diverse customer segments and regional preferences.

FAQs – Reducing Silent Churn in Indian Banking

What exactly is silent churn in banking?

Silent churn is when customers gradually stop using banking products without formally closing accounts or alerting the bank.

How can NUMR CXM help reduce silent churn?

NUMR CXM’s AI-powered platform detects early disengagement signals through behavioral analytics, enabling proactive retention efforts.

Which channels are most effective for re-engagement?

Omnichannel strategies combining mobile notifications, personalized emails, and branch outreach are proven effective.

Can silent churn prediction improve customer lifetime value?

Yes, by identifying at-risk customers early, banks can intervene and increase retention, thus boosting lifetime value.

Final Thoughts

Reducing silent churn is a complex yet crucial challenge for Indian banks. Leveraging advanced AI-driven platforms like NUMR CXM, combined with omnichannel engagement and personalized financial solutions, is key to keeping customers actively connected. Banks that adopt these best practices will not only reduce churn but build lasting loyalty in an increasingly digital ecosystem.

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Using AI to Automate Workflows in Customer Service Operations

As businesses strive to deliver faster, more personalized customer experiences, artificial intelligence (AI) is transforming the way customer service teams operate. Companies like GTS CX are leading the way by integrating AI-driven solutions that streamline workflows, reduce response times, and improve customer satisfaction, all while cutting operational costs.

Why AI in Customer Service Matters

Traditional customer service models often rely on repetitive manual tasks, long response times, and disjointed systems that frustrate both agents and customers. AI changes that by automating routine queries, intelligently routing tickets, and analyzing large volumes of customer data in real-time. This enables customer service teams to focus more on complex issues that require a human touch.

Key Areas Where AI Enhances Workflows

Automated Ticket Routing AI can analyze incoming queries and direct them to the most suitable agent or department based on topic, urgency, or customer history, dramatically reducing wait times.

Chatbots and Virtual Assistants Modern chatbots can handle a wide range of queries, from password resets to order status updates, freeing up human agents to handle more complex issues.

Sentiment Analysis AI tools can detect customer emotions through text and voice, allowing agents to prioritize negative experiences and respond with greater empathy.

Predictive Support By analyzing previous interactions and behavior patterns, AI can predict future issues and recommend proactive solutions before a customer even reaches out.

Benefits of AI-Powered Automation

Increased Efficiency: Automates routine processes and speeds up response times.

Cost Savings: Reduces overhead by lowering the need for manual labor.

Improved Accuracy: Minimizes human error in tasks like data entry and query classification.

Scalability: Allows customer support to handle higher volumes without compromising quality.

Future-Proofing Customer Service with AI

AI is no longer just a trend; it's a necessity for customer service operations that aim to scale efficiently and meet rising customer expectations. Businesses that invest in AI today are setting the stage for more responsive, personalized, and cost-effective customer interactions tomorrow.

GTS CX is at the forefront of this shift, helping companies harness AI to transform their customer service workflows and deliver smarter support experiences.

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6 Proven Strategies for Improving Customer Experience in 2025

In today’s digital-first world, the brands that win are the ones that deliver more than just great products—they create meaningful, seamless, and memorable customer experiences. Improving customer experience (CX) has become a top priority for businesses across all industries. Why? Because customers have more choices and higher expectations than ever before.

In this blog, we’ll explore the importance of customer experience and share six proven strategies to improve it—helping you increase satisfaction, retention, and long-term growth.

Why Customer Experience Matters

Customer experience encompasses every interaction a customer has with your brand—from browsing your website and speaking with support to using your product and receiving follow-up emails. A great experience builds trust, loyalty, and advocacy.

According to research, 86% of customers are willing to pay more for a better experience, and 73% say CX is a key factor in their purchasing decisions. So, if you’re not actively improving your customer experience, you're already falling behind.

1. Map the Customer Journey

Start by understanding your customer’s full journey. Identify each touchpoint—website visits, emails, support chats, checkout process, and beyond. Use tools like heatmaps and journey analytics to spot where customers struggle or drop off. This insight allows you to fix friction points and guide users more smoothly toward success.

2. Deliver Personalization at Scale

Today’s customers expect tailored experiences. Use data to personalize communications, product recommendations, and content. Tools like CRMs, behavior tracking, and AI-powered email platforms make it easy to deliver relevant, one-on-one experiences—even at scale.

Examples include:

Personalized welcome emails

Product suggestions based on browsing behavior

Custom onboarding sequences

3. Offer Omnichannel Support

Whether a customer contacts you via email, live chat, social media, or phone, they expect a seamless experience. Implementing an omnichannel support strategy ensures customers get consistent, timely help across all platforms—boosting both satisfaction and trust.

4. Collect Feedback—and Act on It

Gathering feedback is only valuable if you take action. Use tools like NPS surveys, CSAT ratings, and customer interviews to understand how users feel about your brand. Then, use this feedback to make data-informed improvements to your product, processes, and communication.

5. Empower and Train Your Team

Your employees are the face of your brand. A well-trained, empathetic support and success team can make or break your CX. Regular training, clear documentation, and the right tools enable your team to respond faster and more effectively.

6. Leverage Automation to Enhance (Not Replace) the Human Touch

Use automation to improve efficiency—like chatbots for FAQs or automated follow-ups for onboarding. But don’t let tech replace genuine human connection. The goal is to enhance the customer experience, not make it feel robotic.

Final Thoughts

Improving customer experience is not a trend—it’s a long-term strategy that pays dividends. By personalizing interactions, optimizing support, and consistently acting on feedback, you build relationships that go beyond transactions.

In 2025 and beyond, customer experience will be the difference between brands that thrive and those that disappear. Make it your competitive advantage starting today.

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The Future of Customer Experience: How Businesses Can Leverage Personalization and AI

In today’s competitive business landscape, customer experience (CX) has become a critical differentiator. Consumers no longer base their loyalty solely on price or product quality; instead, they seek seamless, personalized experiences that cater to their unique needs. With advancements in artificial intelligence (AI), businesses can now leverage data-driven insights to create hyper-personalized interactions that drive engagement, satisfaction, and long-term loyalty.

The Shift Toward Personalized Customer Experiences

Traditional one-size-fits-all approaches to customer interactions are becoming obsolete. Modern consumers expect brands to understand their preferences, anticipate their needs, and deliver relevant recommendations in real time. Personalization has evolved from simply using a customer’s first name in an email to creating highly tailored experiences across various touchpoints, including websites, mobile apps, and customer service interactions.

AI plays a crucial role in this transformation by enabling businesses to analyze vast amounts of data and predict customer behaviors. Machine learning algorithms can identify patterns in purchasing history, browsing behavior, and social media activity to deliver personalized product suggestions, content, and promotions.

AI-Powered Personalization in Action

Many leading companies have successfully integrated AI into their customer experience strategies. Here are a few ways businesses are using AI to enhance personalization:

Chatbots and Virtual AssistantsAI-driven chatbots provide instant, human-like responses to customer inquiries, improving response times and reducing the burden on customer service teams. These virtual assistants can analyze customer queries, offer relevant solutions, and even predict potential issues before they arise.

Dynamic Content and RecommendationsE-commerce platforms like Amazon and Netflix use AI-powered recommendation engines to suggest products and content based on user behavior. These algorithms continuously refine their recommendations, making them more accurate and relevant over time.

Predictive Analytics for Customer InsightsAI can help businesses anticipate customer needs by analyzing past interactions. For example, a fashion retailer might use predictive analytics to suggest seasonal clothing based on a customer’s previous purchases and geographic location.

Sentiment Analysis and Voice RecognitionAI tools can analyze customer feedback, social media comments, and call center interactions to gauge customer sentiment. This allows businesses to proactively address concerns and enhance their overall brand reputation.

Overcoming Challenges in AI-Driven Personalization

Despite its potential, AI-driven personalization comes with challenges. Privacy concerns and data security issues are at the forefront, as customers are increasingly cautious about how their data is used. Businesses must be transparent about data collection practices and comply with regulations like GDPR and CCPA.

Additionally, while AI enhances efficiency, it should complement—not replace—the human touch. Customers still value authentic, empathetic interactions, particularly in industries where trust is paramount, such as healthcare and finance.

The Road Ahead

As AI technology continues to evolve, businesses will find even more sophisticated ways to deliver personalized experiences. The integration of AI with augmented reality (AR), voice assistants, and Internet of Things (IoT) devices will further reshape customer interactions.

The future of customer experience lies in striking the right balance between automation and personalization. By leveraging AI strategically, businesses can create meaningful, data-driven interactions that foster customer loyalty and drive sustainable growth.

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AI and Empathy: Balancing Automation with Human Connection in CX

As a professional navigating the ever-changing environment of CCM and CX, you are likely aware of the exciting potential of artificial intelligence (AI) to significantly improve response times, personalize customer interactions, and streamline operations. However, it is imperative to remind ourselves of the critical importance of empathy in interactions with customers. Let’s explore the intricate balance between utilizing AI to increase productivity and preserving the human connection that is necessary for establishing trust and loyalty.

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Balancing AI and Human Connection: The Challenges

1.  Having an excessive reliance on AI

Even though artificial intelligence has the potential to improve operational efficiency, it frequently results in interactions that feel robotic and impersonal. ‍

Often, automated systems struggle to comprehend nuanced emotional cues, which result in misunderstandings and dissatisfaction on the part of customers.

2.  Empathy gaps

To adequately address customer concerns, automated responses do not always possess the contextual understanding that is required. ‍

This can lead to customers feeling unheard or misunderstood, which may run counter to maintaining high levels of customer satisfaction.

3.  Maintaining human oversight

It is critical to ensure that AI complements, rather than replaces, human agents to maintain empathy during customer interactions. ‍

Taking into consideration human oversight, you are able to remain loyal to your clients, fulfilling their requirements more effectively and establishing more robust partnerships.

Effective Strategies for Combining AI and Human Empathy

1.   Human-in-the-loop systems: ‍

‍The inclusion of human agents who are able to intervene when necessary guarantees empathetic interactions. This approach enables you to keep a personal touch in customer communication while maintaining a balance between the efficiency of AI and the conviviality of human interaction.

2.  Data focused on empathy for AI training: ‍

‍Customer interactions can be greatly improved by training AI solutions with empathy-driven data to improve its comprehension and response to emotions. The implementation of this practice ensures that AI systems become more sensitive to the needs and emotional states of customers, which is in line with your objective of providing an exceptional customer experience.

3.  Utilizing AI to enhance human capabilities:‍

‍One way to gain valuable insights into the feelings of customers and enable more effective responses is to make use of sentiment analysis. Natural language processing (NLP) advancements can assist AI in better comprehending and addressing customer concerns, allowing you to provide higher-quality service.

4.  Maintaining a human touch:

By designing systems that allow for seamless handoffs between human agents and AI, it is possible to ensure complex issues are attended to with the necessary empathy. Through this approach, you can guarantee customer interactions are both effective and personal, thereby increasing overall satisfaction.

Advantages of Achieving Harmony

1.  Improved customer satisfaction

AI-driven insights facilitate personalized communication, substantially increasing customer satisfaction. ‍

It is essential to have human empathy to better handle complex issues and provide a superior customer experience in accordance with company goals.

2.  Establishing trust and loyalty

A well-rounded strategy guarantees uniformity in the customer experience, which, in turn, fosters trust and loyalty. ‍

Long-term success depends on building a stronger bond with customers, which is possible by responding to their needs in a humane way.

3.  Enhancing productivity without impairing empathy

AI facilitates streamlined processes, increasing overall efficiency. ‍

Human validation ensures responses are empathetic, maintaining a high level of customer interaction and highlighting your dedication to excellence.

Achieving the correct blend of AI automation and human connection offers many advantages for successful CCM and CX, including both increased efficiency and boosted customer happiness, trust, and loyalty. It is paramount to prioritize empathy to guarantee a harmonious and effective approach as you continue to incorporate AI into your customer communications strategies. As you strive to provide exceptional customer experiences, keep in mind that the future of CX depends on striking a balance between the efficiency of AI and the irreplaceable human touch that only you can offer.

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Oracle AI Workflows - Automating Customer Service

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The Future of Customer Service with Oracle AI Workflows

As businesses continue to evolve in the digital age, customer service remains a critical focus area where technology can make a significant impact. Oracle, a leader in cloud and enterprise software, has introduced new AI-driven workflows designed to revolutionize customer service operations. These workflows aim to **automate processes**, enhance efficiency, and improve customer interactions, offering a glimpse into the future of customer service.

Understanding AI-Driven Workflows

AI-driven workflows are designed to streamline operations by leveraging artificial intelligence to perform repetitive and time-consuming tasks. This integration allows customer service representatives to focus on more complex and high-value interactions, while AI handles tasks such as:

Data entry and retrieval

Automated responses to common inquiries

Data analysis and insights

Case prioritization and routing

By adopting these workflows, organizations can achieve a more efficient, responsive, and personalized customer service experience.

Oracle's Approach to AI-Driven Customer Service

Oracle's latest offering in AI-driven workflows emphasizes seamless integration and intelligent automation. These solutions are embedded within Oracle's customer experience (CX) suite, enabling businesses to fully harness the power of AI. Here are some key components of Oracle's AI-driven customer service workflows:

Intelligent Automation: AI models designed to automate routine tasks, reducing the workload for customer service agents and improving response times.

Natural Language Processing (NLP): Advanced NLP capabilities allow AI to understand and respond to customer inquiries in a natural and intuitive manner.

Predictive Insights: AI analyzes past interactions and trends to provide agents with insights and recommendations, helping them tailor responses effectively.

Case Management: AI automates the sorting and prioritizing of customer cases, ensuring that urgent and complex issues receive immediate attention.

These features highlight Oracle's commitment to using AI as a tool for enhancing rather than replacing human interaction in customer service.

Benefits of AI-Driven Workflows in Customer Service

Implementing AI-driven workflows within a customer service framework offers numerous benefits, which can have a transformative effect on business operations. Some of the key advantages include:

1. Enhanced Efficiency and Productivity

By offloading routine tasks to AI, customer service representatives can focus on critical thinking and complex problem-solving, significantly enhancing productivity. AI-driven automation speeds up processes that would otherwise consume valuable time, enabling faster and more efficient service.

2. Improved Customer Experiences

AI workflows allow for quicker response times and more accurate information processing. Customers can receive timely responses to their inquiries, enhancing satisfaction and building trust. Furthermore, AI's ability to provide personalized recommendations based on data analysis adds a personal touch to the interaction.

3. Scalability

AI-driven workflows offer organizations the ability to scale customer service operations with ease. As businesses grow, they can handle increased interaction volumes without compromising service quality, thanks to AI's ability to process large amounts of data swiftly and accurately.

4. Cost Savings

Automating repetitive and time-consuming tasks with AI can lead to significant cost savings. By reducing the need for additional staffing and resources, organizations can allocate their budget more efficiently, focusing on strategic growth initiatives.

The Role of Human-AI Collaboration

While AI-driven workflows bring about a new era of automation, the human touch remains critical in customer service. Oracle's approach ensures that AI acts as a supportive tool for customer service representatives rather than a replacement. This collaboration between humans and AI leads to a synergistic relationship where both elements enhance overall service quality. Representatives can rely on AI for routine tasks and data-driven insights, while using their interpersonal skills and emotional intelligence to connect with customers on a deeper level.

Embracing the Future with Oracle AI Workflows

The integration of AI-driven workflows into customer service frameworks marks a significant step forward for businesses striving for efficiency and excellence. Oracle's solutions offer a powerful combination of advanced technology and human ingenuity, setting a new standard for customer service in the digital age. As more organizations adopt these innovative approaches, they will gain a competitive edge, providing exceptional service and building lasting customer relationships. Embracing AI-driven workflows is no longer a futuristic concept but a necessary strategy for businesses eager to thrive in an ever-evolving marketplace. By implementing Oracle's AI-driven customer service workflows, organizations can anticipate a future where automation and human interaction blend seamlessly. This integration will not only revolutionize customer service but also empower businesses to explore new frontiers of innovation and growth. With Oracle leading the charge, the future of customer service looks bright, efficient, and profoundly transformative. Want more? Join the newsletter: https://avocode.digital/newsletter/

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How IVR Recording Services Can Increase Your Profit!

Interactive Voice Response System: The CX Revolution

However value-driven a brand is, revenue continues to be one of the sole factors that define the company’s success. Businesses must constantly stay updated on the latest technology trends and continue incorporating them to ensure this success does not plateau. Lately, automated IVR has created a buzz for brand sales and marketing, and here’s why your brand should jump on the bandwagon!  

By resolving the downsides of human consultants, IVR has been a game-changer in brand communications and customer relations – building a functional, coordinated, and analytical relationship between the consumer and the organisation. Multi-Level IVR recording is one of the advanced technologies that lets humans and computers have one-to-one interaction using voice and keypad inputs.

We’ll walk you through the features of the IVR service and why it is essential for your business growth.

What is IVR?

IVR is an advanced feature that enables your customers to have a 1:1 interaction with a computerised system using voice or touch-tone dialling. In addition, these systems utilise automated menus to differentiate between the inbound callers and connect them to their desired departments.

Let’s Picture this: You are running a bustling business, and your customer support lines are constantly buzzing with incoming calls. In the traditional setup, your representatives had to manually handle the calls, leading to long wait times and potential call drops. Frustrating, right? But with IVR services, your callers enjoy a seamless 1:1 interaction with our computerised system through voice or touch-tone dialling.

The automated menus intelligently differentiate inbound callers and efficiently route them to their desired departments without the hassle of long hours of waiting. Thus, there are no more call drops or dismissals – just smooth, hassle-free connections prioritising customer satisfaction, just like you!

By implementing cutting-edge IVR technology, you elevate your customer service game and provide round-the-clock availability and unmatched convenience for your valuable callers. And the best part? It’s all done with subtlety and sophistication, ensuring your business stands out without being overly promotional.

Explore more on : How Does On-Hold Marketing Enhance Your Business Growth

IVR Enhances Your Customer Service

Nobody likes to wait in a long queue to resolve a minor query. Callers have shared how to call redirection across departments is one of the most frustrating experiences for them. Thus IVR service providers offer a simple solution for your crucial business problems. By addressing multiple callers simultaneously, the feature certainly cuts down caller queues, ensuring positive customer feedback, better brand image, and reduced call drops.

With the help of advanced technologies, IVR call recording offers more precise, prompt, and time-efficient responses. The callers must follow simple instructions instead of complicated redirections and share specific information regarding their concerns to get a satisfying answer to their problems. Take, for instance, notice a recent spike in the number of people performing online transactions on your page or selecting an online forum to make choices regarding a service or product. Reducing the caller’s waiting time and efficiently handling the pressure of providing ideal customer service requires a solution broader than human consultants. Therefore, incorporating a reliable IVR recording service for your company is crucial to improving your brand CX.

Reduced Manual Errors

With the increased call volume, pressure is created on the consulting agents, which could lead to several manual errors. However, for companies with IVR call recording, each caller will go through the pre-set logical sequence, which leads to fewer human errors in call handling and ensures savvy customer service. As a business owner who believes customers are an invaluable asset and wishes to foster long-term relationships, providing exceptional customer experience goes a long way. IVR facilitation will help you do just that. It will make your business more adaptable and scalable with its cloud-based solution, which allows quick setup and revises IVR menus and techniques as required.

Quick Access to Data and Analytics

Calls equipped with IVR recordings can be analysed for business gaps. Your IVR can be linked to software that helps track the call data efficiently. These call data metrics give your business a deeper insight into customer satisfaction and dissatisfaction scores, call desertion rates, and more from a single dashboard. Acquiring these insights assists your company in providing tailoring training to the employees to optimise the customer experience. A wide range of available IVR service providers has made tracking caller data and measuring customer satisfaction for your business more convenient than ever before!

Possibility of Obtaining Innovative Solutions

Besides resolving the challenges of manual consulting, IVR recordings come with certain automated responses which allow your callers to find solutions for their generic queries without talking to a live agent. 

Finding your right fit in IVR

For any savvy business owner, customer satisfaction is the end goal. That’s why investing in automated IVR recording should be a brand priority. Managing operational costs while seeking constant improvement is the key to hacking today’s business landscape.

Planning to secure IVR services for your brand? Look no further than Studio 52 for the perfect solution! Our team of experts draft your IVR scripts to ensure your customers have access to desired information 24/7, leaving a lasting impression about your brand service and deliverables for the callers. Whether it’s marketing, branding, or customer retention, our top-notch IVR services have got you covered.

Get ready to revolutionise your customer interactions with Studio 52’s IVR services – the modern solution for your business growth! Get in touch with us today to know more about the transformation automated IVR recordings can bring to your brand. 

[amandaallen]

8 Trends That Will Shape Enterprise Software Development In 2021

Enterprise software development trends keep rolling year after year. Languages, architectures, frameworks, methodologies, and various other components related to software engineering advance with associated changes. The architecture of 2020 has changed, and 2021 is ready to experience a new language.

To lead the market, it’s not sufficient to just adopt the latest technologies. It is also imperative to keep pace and outrun the competition. For that, you must keep an eye on cutting-edge and emerging technologies. Enterprise software development is fast evolving to become the most dynamic area.

With 2021 rolling, expect some more updates in the enterprise software development trends. While some trends will continue with the pre-set popularity, others will be added. According to experts in the enterprise software industry, this field would zoom in on some new trends.

Enterprise Software Development in 2021

The realm of enterprise software development is ever-changing — annually, monthly, or even daily. In 2021, entrepreneurs can look forward to some significant defining shifts, which would shape this industry.

Gartner points out that the global expenditure on enterprise software will grow by approximately 10.8% and be $516.9 billion in 2021. Similarly, Statista has said that the worldwide spending on enterprise software solutions will be $517 billion.

With these towering figures, businesses should start thinking of ways to start investing in enterprise software.

Trends to Look Out For in 2021

Post Covid-19 pandemic, digital transformation will evolve and become more accelerated. More companies would adopt the facility of working from home. Hence, businesses want technologies supporting the current scenario for uninterrupted workflow.

Organizations want to create a prominent presence on multiple digital platforms. Likewise, there is a major shift towards developing applications using SaaS (Software as a Service), PaaS (Platform as a Service), and Serverless.

Thus, technical innovations will also play a critical role in untangling these complexities. Adding more abstraction makes it easier to carry this out.

Another StackOverflow study reveals that, in 2020, JavaScript was the most popular and frequently used programming language, followed by SQL and HTML/CSS.

The year 2021 will witness cutting-edge technologies surfacing, which would make this industry battle stronger.

Noted below are the eight hailed enterprise software development trends in 2021:

#1: Low-Code/No-Code EAS Development

According to the State of Software Development reports, 35.05% of respondents stated that they do not intend to use a new programming language in the next 12 months.

Drag-and-drop editors are popular these days. They earned this reputation due to low-code development. Now, non-programmers can also develop as well as implement applications sans coding.

Moving ahead, in 2021, such application development methods would gain more grounds. In 2020, even people having limited programming knowledge could create large projects through low coding or no coding methods.

In 2021, the non-programmer market will grow by as much as 28.1% YoY. According to forecasts, by 2025, the market could touch approximately $45.5 billion from the current revenue value of $13.2 billion. Businesses can also reduce costs using low-code or no-code enterprise software app development,

#2: Artificial Intelligence

AI is the newfound anchor of trade. It is most prominently used in various fields of cybersecurity because AI can quickly spot malicious activities and software to identify potential threats. It can detect suspicious IP addresses as well as data breaches.

Firms focused on cybersecurity could deploy AI as the leading trend in software. It is a crucial element for hyper-automation that improves the quality of daily living and functionalities.

Lastly, conversational IT benefits marketing, sales, and customer support teams.

#3: Native & Progressive Apps

Native apps are ruling the trends in enterprise software development. It is on the radar as it allows businesses to target new and existing smartphone users. It enhances brand performance and enhances client experience considerably over Android and iOS platforms.

Progressive Web App is the new addition to this genre of app development. Also called PWAs, the designs target CX and enhance it. Any reputed app development company would explain the benefits of PWAs, which include fast loading time, greater capabilities, alleviate bounce rate, the ability to work on devices as standalone windows, and increases chances of restriction-free browser versions for apps.

In 2021, technology will become bewitching, and progressive web apps will be the future of development.

#4: Human Augmentation

With time progressing, it is evident that human augmentation would have a hopeful future. As the trends in enterprise software grow, human augmentation takes different forms, such as AR, VR, and MR,

Augmented Reality

In 2020, AR was a huge hit. It is said that AR will hold the market in 2021 as well. Much of the success of this technology is because of its use across multiple architecture industries such as navigation, retail, and manufacturing.

Once Instagram and Facebook add the AI-layered ad filters and formats, this trend will become undeniable. It will hold much potential as well. While its virtual makeover introduces a completely diverse dimension, enterprise software development cannot lag.

Virtual Reality

If you see the number of gaming and video apps mushrooming over the last few years, you would know how big this is.

Much of the growth is the result of the enhanced benefit of VR. Virtual Reality offers users the first-person perspective along with an immersive experience of progressive computerized visions.

As predicted, several enterprises tap into the potential and overcome different issues and challenges in this trending genre. VR, however, is not just in the gaming and video industries. It is helpful across varied genres, including the training and education sector. Schools, as well as other institutions, are making their way to introduce VR into classrooms.

As far as the corporates are concerned, it is the same story. User-centrism has been the major game plan for organizations in 2020. Corporates need this incentive alone to start adopting VR.

Mixed Reality

MR is the combination of AR with VR. It holds substantial prospects in enterprise software development and custom enterprise software.

According to ARC research reports, the MR market is all set to witness an increase in CAGR of an estimated 73% from the year 2018 to the year 2023. The market size is likely to grow from 1.054 billion dollars in 2017 to 9.982 billion dollars in 2024.

MR establishes the two best forms of human augmentation — VR and AR. While VR offers an immersive user experience, AR blends digital content with the actual surroundings of users.

Today, various companies are using AR and VR, including tourism, gaming, healthcare, defense, architecture, and construction. It is the best tool for custom enterprise software.

#5: Consistent Integration & Deployment

There are still concerns about making a glitch or bug fix effectively and enabling experiments-driven lenient software development practices.

Code testing confirms agile delivery. Speedy delivery and relevant code testing for the purpose is critical as it assists the development squad to chisel its functionalities and delivers products/services swiftly across a constant cycle.

This domino effect alleviates the delivery feature cycle significantly in continuous delivery through testing and continuous deployment by automatic app updates.

#6: Big Data

Called the “elephant in the room,” Big Data, also known as the Great Responsibility or Great Power, will be more influential. Whenever data becomes the most powerful tool for any organization, it experiences great hurdles. The issue emphasizes proper data tapping and utilization to have an edge in various business dealings.

Big Data plans something new for 2021 — including Data-as-a-Service (DaaS). DaaS aims to eliminate data redundancy by confirming that businesses have access to precise data at the right time.

Nonetheless, in recent times, consumers are more aware, and their journey is well documented about data security and data utilization. Thus, for the brands that cannot reiterate credibility, the question of data security arises.

#7: Blockchain

Bitcoin caused a lot of noise on the digital front, making everyone intrigued. However, that was merely the tip of an iceberg.

Blockchain offers much more than Bitcoin and Ether. Most of the companies involved in website designing and development are moving ahead with Blockchain designing.

P2P (peer-to-peer) networks can provide transparency, decentralization, distributed ledger, and robust security features by having blockchain in the list of best practices for enterprise software development.

#8: Cloud Computing

2020 saw excellent cloud computing as businesses were more dependent on the cloud servers to keep data safe.

As we move ahead, cloud computing will evolve quickly, catering to users’ changing requirements and expectations. As a result, it will enhance the functionalities of various industries.

When enterprises choose to transform their business digitally for 2020 and further, shifting to the cloud becomes necessary and the most feasible method of storing data. However, such migrations come with evolving expectations, which require innovative cloud technologies and enhanced and robust security features.

Therefore, cloud computing will take the last stride to become the top trend of enterprise software development.

Conclusion

Such trends in enterprise software development and custom enterprise software prepare a brand for impending success. Nonetheless, the final step is to implement these development trends strategically. The best step forward is to choose an experienced and proven enterprise software company to carry out this implementation process.

[markymarkmit]

Using computers to provide that human touch

I asked Chat GPT how Chat GPT itself can remove friction from the airline CX. Chat GPT's response is attached. Chat GPT had four broad suggestions:

Instant customer service via Chat GPT chatbot

Personalized flight recommendations

Have Chat GPT assist customer through booking process

Automated checkin

While I feel that 3 and 4 are best solved through processing engineering, I think ideas 1 and 2 could have legs, in a modified form.

Instant Customer Service

Customer service is expensive - my friend who operates a call center says that taking a customer call costs $35. Worse still, companies try to limit this cost via cumbersome phone trees. Robin Williams even did a bit on it. Two examples:

Recording: "Please listen closely, as the following menu options have changed"

Me: "WHY must you waste 15 more seconds of my time in saying this? I've never heard your menu in the first place!"

Recording: "Did you know that you can find our store hours and address at www.XYZCompany.com?"

Me: "Yo, I know how to use Google Maps. I have a situation that I could not resolve on your website despite a thorough search."

I think a combination of reinforcement learning, an LLM interacting with customers, and carefully-delegated authority to the LLM for things like refunds and adjustments could do wonders. It would allow customers to be helped instantly and save companies costly human-fielded calls (ideally via a good chatbot). The LLM-fielded interactions would give dense data on exactly what the customer's concern was, the sentiment of the text, and the distribution of needs and preferred interaction by customer and demographic. And with reinforcement learning, little experiments, continuous improvement and adapting to changing circumstances are baked in.

2. Personalized Recommendations

From the case, SIA already gathered dense data on business-class customers in 2000. But at what level could they optimize? Could they determine that a given customer would want bourbon on a Thursday evening after work and a piña colada when returning from vacation on Jan 2nd? Could they make good suggestions about what a new customer would like, or what an existing customer would like but hasn't tried yet? Here again, reinforcement learning could play a role by generating a suggestions list and requesting feedback. I don't see reinforcment learning as replacing humans here, but augmenting humans by testing and learning across passengers, time and space. The flight attendants themselves would give feedback by rating how interactions went and by when they choose whether to implement a suggestion. Steve Jobs' metaphor of computers as a "bicycle for the mind" is apt.

[cxnet12]

CX Automation and Human Touch

CXNet presents an exclusive interview with Vijaybahu Joshi, Associate VP & Head of Experience Design at Jio Platforms Ltd. In this thought-provoking conversation, Joshi challenges the widespread adoption of Western CX models in India and makes a compelling case for bringing back the human element in customer experience.

[aviralz]

Embracing B2B Marketing Automation to Enhance Customer Experience

Integration  of automated marketing tools in the marketing technology stack can  revolutionize the B2B presales workflows by simplifying them and enhancing  the customer experience.

B2B  buyer's journeys are intricate, complex, and long. Multiple decision-makers  are involved in the purchase decision process with multiple touch points. B2B  marketing teams tend to overlook customer experience. 

Even though B2B  enterprises are looking for business from other businesses, they tend to  forget in the end that they are interacting with humans at the other end.  CMOs should consider customer engagement as one of their top priorities  throughout their lifecycle. The customer experience (CX) also plays a crucial  role in B2B purchase deals. 

Also Read: Five Key Strategies that help Artificial Intelligence Enhance Customer Experience

Because B2B buyers today expect a top-notch  customer experience and want to be an active participant in the purchase  process. Embracing automation in the marketing tech stack is one of the most  effective ways to enhance the customer experience and reduce the workload on  the CX teams so that they can completely focus on client interactions. 

CMOs  should consider implementing an effective customer engagement workflow during  the consideration stage to increase the conversion rates. CMOs should  consider implementing automated marketing tools to enhance the after-sales  service. Organizations that are able to set efficient after-sales workflows  might be able to skip the awareness and consideration stages to start  concentrating on the conversion stage.

Full Article:https://talkcmo.com/featured/embracing-b2b-marketing-automation-to-enhance-customer-experience/

[ecommerceilab]

Shopify SAP business one integration for Business Agility - i95 Dev

Shopify powers 427,676 eCommerce stores, and 820,000+ merchants currently use it for their online businesses. It is arguably the best platform for businesses as it enjoys the patronage of 800,000 businesses across 175 countries. On the other end, market volatility and dynamism are posing the need for dedicated ERP systems. ERP solutions’ market is expected to touch USD 78.40 billion by 2026, while 51% of CIOs prefer cloud ERP solutions. In this article, we are going to understand how  Shopify SAP integration  improve your business agility. Dive in deeper to learn more about the topic:

What Is ERP Solution and How It Helps Your Business

An ERP suite is a set of software solutions for managing business processes and functions through common databases. ERP applications are generally based on the Software-as-a-Service (SaaS) model. Material Resources Planning (MRP), Customer Relationship Management (CRM), Human Resource Management, and Supply Chain Management are its core modules. They provide visibility of resources and processes across various departments of the organization and corresponding external partners/ stakeholders. In the absence of an Enterprise Resource Planning system, the following problems would stall your organization’s productivity:

Manual data entry and database management on spreadsheets.

Exhaustive efforts to retrieve and apply information from primary and complementary databases.

Mismanaged workflows at the interdepartmental and cross-departmental level.

Inefficient utilization of resources.

Poor responsiveness against change.

Redundant and repetitive processes that don’t add value to any business function.

Through ERP implementation, you can visualize, automate, streamline, integrate, and measure all your business functions and processes. Thus, they help improve your ROI and bottomline with real-time responses to every transaction. Modern ERPs also include purchase, sales, marketing, finance, inventory, manufacturing, and order management systems. They provide user-friendly dashboards along with extensive BI reports. They foster a collaborative culture within the organization and manage business across geographies with state of the art system security and stability. Clubbing these aspects with the increasing competition in the online store industry, integrating your eCommerce platform with ERP applications is becoming mandatory.

Shopify SAP B1 integration

Shopify is an online marketplace platform where users can build a frontend to display your products/ services, collect payments, manage inventory, and to ship. You can also integrate your Shopify store with Amazon and Facebook Marketplace. It provides an ecosystem for eCommerce business functions across in-house and partner applications, shipping firms, suppliers, and vendors. Shopify store owners grow at 126% YoY on an average. Shopify Plus is its enterprise-level solution with the following salient features:

An over-the-cloud model with 99.99% uptime.

Unlimited bandwidth, zero transaction fees, and customization-friendly APIs.

High scalability with no limits on product count.

Quick customization and deployment cycles.

It can be used without any dedicated in-house IT support.

24/7 Customer support over phone calls, live chat, emails, and community forums.

Single ecosystem for all your online business requirements.

Relatively affordable as compared to legacy online selling platforms.

You can integrate Shopify with any leading ERPs like Microsoft Dynamics, SAP Business One, and Sage 100. Ideally, you should always consult an expert before considering ERP implementation. This is because its upfront costs and post-implementation costs like employee training are considerable investments. Getting stuck with the wrong solution is expensive and sabotages productivity until an extended period. You can evaluate the need for using one based on some key indicators as mentioned below:

You are facing trouble in coordinating sales with inventory management.

Your IT infrastructure is becoming a significant cost center.

Managing operations requires a vast number of repetitive clerical formalities.

Your estore has complex workflows and uses multiple software solutions for various business processes.

Core business functions like analytics, accounting, and supply chain management are suffering due to weak information visibility.

Nestle, Tesla Motors, Pepsico, and Redbull are some of the major brands that rely on Shopify to run their online stores. However, using a dedicated enterprise resource planning system is equally crucial for running a profitable estore.

Points to Keep in Mind While Selecting your ERP Software for your Shopify-Based Online Store

Many factors affect the selection of the right ERP vendor due to the customization and utility criteria. Online stores are moving towards omnichannel sales and mobile-first strategies, which require agility, intuitive automation, BYOD friendliness, system stability, and data security. While selecting the right cloud ERP solution, you should look out for integrations with online selling platforms, shipping management, and inventory control support for omnichannel sales. Also, reflecting information across the selling platforms and the accounting system is a must. Warehouse management, too, needs an integrated approach for streamlining operations. Typical market offerings have hostility towards extensive customization and mobile-friendliness. It should harness marketing automation through engagement tools, reduction in errors, maintaining data integrity across cloud, on-premise, and your eCommerce platform. You should keep all of these aspects in mind while considering an ERP Software for your eCommerce platform.

Key Benefits of Comprehensive Integration Solutions

As an organization, you should avail a lot of operational and strategic benefits from Integrating your Shopify store with an ERP suite. However, integration solutions also play a significant role in the success of the implementation. Here, we are listing down a few key benefits that your solution provider should offer. You should look out for the following features for ensuring high ROI and smooth functioning of your business:

Standardized application flows across storefront, databases, and ERP systems.

Extensive marketing capabilities, BI analytics, and data sync.

API-first integration strategy.

Support for multiple platforms and stores.

Bidirectional data integration on your Shopify store and ERP.

Enhanced customer experience (CX).

Over to You

We have tried to cover everything about Shopify ERP integrations that affect the prospects of online stores. It is indeed necessary to move ahead with an integrated business ecosystem as they are the industry’s biggest game-changers. Everything else, including products and pricing, are governed by the market itself. We hope that this article on Shopify SAP business one integration will benefit your business agility in 2020 and beyond. To know more, contact our integration experts today!

[cxnet12]

Customer Experience: The Balance Between Tech and Human Touch

Striking the right balance between technology and human interaction is key to great customer experience. This article explores how businesses can use automation smartly without losing the human touch, avoid common CX pitfalls, and create seamless, customer-centric solutions that build lasting loyalty.

[hazel-hex]

Customer service value for the business and the keys to providing excellent service

Customer service value for businessEnhancing brand distinctionKeys to successful customer serviceAdvantages of cloud-based customer service solutionsThe future of customer serviceArtificial intelligenceVirtual Reality (VR) and Augmented RealitySmart voice aid

Customer service value for the business and the keys to providing excellent service

Customer service refers to the assistance an organization provides to its customers before or after their purchase or use of products or services. Customer service includes procedures, such as providing product suggestions, troubleshooting problems and complaints, or responding to general questions.

How is customer service different from customer experience?

Customer service is a subset of customer experience (CX), a broader term that refers to the sum total of points of contact a customer has with the company, including sales, marketing, training, customer service, and more.

Organizations often measure their customer experiences to assess the emotional, physical, and other connections that connect customers with the brand. Customer support plays an important role in the overall customer experience, as it helps - or harms - an organization in its attempt to develop a positive relationship with customers.

It is difficult to overestimate the impact and importance of customer service for organizations that interact directly with customers, whether those customers are other companies or end consumers. The high-level benefits of positive customer service experiences include:

•        Create brand advocates. Most satisfied customers tend to become loyal, repeat customers. An added bonus is that retaining existing customers by providing exceptional customer service is usually much less expensive than trying to attract new customers.

•        Increase revenue. Improving customer service can lead to more products and services being purchased, resulting in more revenue.

•        Some organizations stand out from their competitors even if they offer equivalent products by providing amazing, tailored and convenient customer service.

•        Just as important as these business benefits are the higher costs of not providing a quality customer service experience.

•        Even one bad customer experience such as a slow online experience, the inability to get a clear and concise answer to a question, or receiving bad advice can lead to a loss of trust and customer loyalty.

•        A customer may not purchase from the organization again, and instead become a loyal customer that differentiates the organization in the field of competition.

•        If a customer also posts on social media about a disappointing customer service interaction, the organization's brand may suffer more damage, resulting in greater losses. In a survey conducted on American consumers, a third of them think about changing companies after one bad customer service experience, and more than 50% of them discontinued a purchase or transaction that was planned as a flame of poor service

To impress your customers as this in canada mobile phone companies, you need to exceed customer expectations and provide an outstanding customer service experience. Clients expect, at a minimum, that you will be able to do five things:

•        Connect all customer interactions seamlessly link all service contact points: digital channels, call centers, and field interactions throughout the customer journey.

•        Providing interaction options provide customers with a wide range of options to interact with you the way they want - anywhere and anytime.

•        Providing distinguished experiences. Empower customer-focused call center clients to exceed all expectations.

•        Provide tailored responses. Ask the only correct answer via best-in-class knowledge management or personalized automated advice.

Automating processes and interactions. Predict, improve, and enhance customer experience with automation and intelligence.

Organizations need to bring the latest technology to automate and personalize service and provide a unified, seamless experience across every customer touch point to provide a consistently high level of customer service.

Airlines companies that still rely on legacy customer service solutions find keeping up with growing customer demands for faster and greater access across more platforms and channels is increasingly difficult and expensive.

That's why many organizations have already moved to cloud-based CRM platforms and other cloud-based customer service solutions that provide them.

•        Integration across all departments and customer devices to simplify management.

•        Scalability for cloud platforms that can grow at the same speed as business.

•        The latest features and technologies, without the need for continuous capital investments.

•        Low costs, so they only pay for what they use.

•        Deeper insights into clients' needs, preferences, and behaviors, so that they can continually improve the services they provide.

A particularly important feature of integrated cloud platforms is the ability to inject customer feedback opportunities throughout the customer service experience.

For example, a company can insert an automated request for comments, such as thumb up or down signals before, during, or after a purchase.

These feedbacks can then be analyzed to determine customer satisfaction, which leads to new opportunities to quickly identify issues and improve every aspect of the customer service experience.

The future of customer service is fast coming and brings with its new opportunities for organizations like airlines companies in Canada to differentiate themselves in the field of competition, increase revenue and customer loyalty.

66%of companies surveyed use at least one of the following four emerging technologies to accommodate changing customer tastes, create an innovative and distinctive brand, and enable digital transformation.

 (AI) Artificial Intelligence refers to systems that simulate human intelligence by improving themselves based on the information they collect.

For example, an e-commerce company might use an AI-enabled chatbot to learn from past customer service interactions how to more accurately and efficiently answer future customer questions.

Of the four emerging technologies, artificial intelligence (AI) is expected to have the largest impact on the future of customer service, enabling organizations to provide more tailored offerings and more predictive responses to solve customer problems quickly.

 (AR). Virtual reality is a computer-generated experience, usually delivered via a headset, that creates a more effective environment.

Augmented reality is analogous to an interactive experience where computer-generated information is superimposed into a real-world environment.

Both are used to allow customers to preview and customize products, participate in product presentations and training sessions, and explore new product experiences and entertainment.

Virtual reality (VR) and augmented reality (AR) are expected to help organizations like the best airlines companies to solve customer problems and differentiate themselves in the field of competition by offering better customer interaction.

Intelligent voice assistants, including automated digital assistants through websites, perform tasks or services based on verbal commands.

They make it easy and convenient for customers to ask questions, and they can use advanced intelligence to direct customers to related products and offers, as well as to alert them to changes in order status or account information.

Intelligent voice assistants can help businesses solve customer problems faster while keeping operational costs low and providing a superior customer service experience.