The Gaps Between Acquisition and Onboarding: New Options
In 2023, maintaining, let alone growing, the customer-base means that closing the gap between acquisition and actual onboarding is more important as an organisational core competency than ever before. That ‘leaky bucket’ needs fixing.BLOG
Financial Services, Technology and Consumer Duty in the Cost-of-Living CrisisBLOG
In 2023, the primary job for Technology in FS is enabling the firm to meet the requirements of the new Consumer Duty. Is your FS firm ready?
Insurance Renewals in 2023BLOG
If you’re in Insurance in the UK, you already know that 2023 is going to be hard (to say the least) on your renewal rates. Here, we share insights from our recent discussions with leaders in the field, and how to tackle the problem.
Maintaining and growing trust with AI commsBLOG
We are at the stage where AI is human-like enough to assist with elements of customer service and problem solving. For businesses that are investing in their AI capabilities, they need to make sure that everything they are doing is increasing the trust their customers have for them.
How to use AI as a butler, not a stalkerBLOG
A step-by-step guide that brands can use to get their customers used to being spoken to by AI and ensure their services remain trusted as they hand over responsibilities from humans to machines.
How AI can have the sensitive conversations your call center can’tBLOG
In a sensitive business or commercial transaction, would you rather have a conversation with a human or a computer? Human, you say? Well, perhaps not.
Why producing a problem is better than causing one
In the fourth article in our behavioural science series, we get under the skin of two very different but useful pieces of research. The first examines semantic prosody, exploring the feelings evoked by words on top of their literary meanings. The second discusses the importance of reasons when influencing. Implemented together, your messages could pack a more persuasive punch.BLOG
Collections: The Case for Collection Treatment Automation with Proactive Conversational AIWHITEPAPER
This paper explores the collections industry's changing landscape and presents a proven solution for first party collections teams to recover outstanding consumer debt more efficiently whilst delivering better outcomes for consumers.
Sustainable AI: A Brief InquiryBLOG
AI Sustainability refers to the overall development, application and implementation of artificial intelligence to achieve globally established sustainable development goals (SDGs). It's a hot topic in AI and understanding and research can help you make prudent decisions in both running models and ensuring the models you use are run in a responsible way, both ecologically and socially. This article covers AI initiatives, development, innovation and how sustainability is an inherent consideration for each.
Are you thinking about sustainability in AI?BLOG
ContactEngine is already carbon negative – but, following the noise around COP26, the threat of irreversible climate change provides a good reason to discuss sustainability in AI more generally.
How to invest sustainably in AIBLOG
There are plenty of good moral reasons to invest in sustainable AI businesses but increasingly now there are good business reasons to do so as well. But how do you identify the companies that are genuinely making a difference?
Think Smarter Not Harder: Cognitive Load, Confirmation Bias and Mental AccountingBLOG
In the third instalment of our behavioural science guide, we highlight the role of cognitive load in the customer journey, as well as discussing the theory behind confirmation bias and bad mental accounting. Read on to learn how managing system 2 correctly can improve your customer journey.
Decisions on Auto Pilot: System 1, Customers and your BusinessBLOG
In part two of our five part series, Albert Evans continues his crash course in behavioural science. In this chapter, Albert discusses cognitive process and theory behind decision making, are you, or your customers, making decisions without even thinking? Read on to find out…