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With the world moving to a post-pandemic state, companies are now taking an even deeper look at every aspect of their customer service operations, and how to make them even more efficient and remove any points of friction. However, in addition to efficiency, customer service also needs to be memorable, personalized, trusted and proactive.

Organizations see exciting new opportunities in voice technology as the costs to build and manage custom, branded assistants go down. Whether your organization has a voice app or you’re just getting started in the space, there’s never been a better time to design, build, and deploy custom voice assistants. The technology is continuously becoming more intelligent, better integrated, and more valuable while the cost and complexity of delivery go down.

How has the pandemic impacted companies’ customer experiences, how did companies respond, and how are they leveraging emerging technologies such as Conversational AI to counter disruptions and move beyond them post-pandemic?

The Institute for Digital Transformation, in association with Amelia, hosted a series of Executive Roundtables to explore these areas and more. These conversations formed the basis of a new report, Reshaping the Customer Experience: Lessons from the Pandemic.

Customers are ready to start conversations with your brand on their favourite messaging channels. Are you? Real-time conversations are the way forward for brands looking to future-proof their customer engagement strategies and build long-term loyalty.  This handy guide breaks down everything you should know to deliver personalized, compelling omnichannel experiences that set your brand apart.

Voice search is no longer a buzzword. Today, 71% of people prefer to use their voice instead of a keyboard to search, and by 2022, the voice shopping market is expected to reach $40 billion. If ecommerce companies don’t start prioritizing conversational search, they risk falling behind in an already relentless industry.

This eBook will familiarize you with key voice search concepts, advantages and techniques.

Voice search enables people to search the Internet using regular speech. Devices with artificial intelligence can recognize your voice and query a search engine via voice recognition tech and natural language processing. Although voice recognition has been around since the 1950s, it was only in 2011 when IBM’s Watson came out (you may have seen it beat contestants on Jeopardy!) that it became practical and relevant.

We humans love to predict the future. Especially in business, we spend a good chunk of time thinking about the future and trying to anticipate what’s around the corner. We believe it gives us an edge, a competitive advantage and an insurance policy against obsolescence.

When it comes to ecommerce trends, there’s no shortage of pundits and opinions – so many so that we may be left wondering “well then what?” We believe a good ecommerce prediction deserves its own form of preparation. We predict voice commerce along with utilization of voice assistant programs will continue to be a big trend this year. In this piece, we’ll go one step deeper into the significance of an ecommerce prediction to your business and practical ways to implement based on our partnerships with the leading ecommerce platforms including BigCommerce, Episerver, and Magento.

Organizations are often caught between conflicting views: customer service as a cost center, and customer interactions as the key to revenue growth. This report aims to bridge the divide by providing actionable insights to help companies improve CSAT and therefore grow revenues.

Freshworks has analyzed 107 million customer service interactions and has found that speed of service plays the most decisive role in achieving high customer satisfaction (CSAT) scores.