In the final article in our behavioural science crash course we detail the principle behind wise interventions. These are the pillars which support nudges for the public good. Read on to learn how to effectively design your nudges for success and the practical considerations to keep in mind to avoid failure.
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.
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.
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.BLOG
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…
This first of a five-part series, Albert Evans introduces a crash course in behavioural science, starting with the importance of influence. Read on to discover why you should care about influence and 'nudging', and what this means for your customer journey!
ContactEngine awarded ‘Best SaaS Product for Customer Services / CRM’ at 2021 International SaaS AwardsNEWS
ContactEngine awarded ‘Best SaaS Product for Customer Services / CRM’ at 2021 International SaaS Awards
Following ContactEngine's recent acquisition by NICE CXone, founder and CEO Prof. Mark K. Smith shares his entrepreneurial journey, and the key traits that have allowed ContactEngine to flourish into a successful tech business
ContactEngine recognised by CogX judging panel in two categories for its Proactive Conversational AI technology
Winning the customer in a post-Covid era – 5 things you should care about in your customer experience strategyBLOG
The evolution of customer service to an increasingly on-demand, self-serve online environment is nothing new, but Covid-19 has accelerated it dramatically. Here are 5 best practices to consider when adapting your own strategy