Voice technologies have come a long way since the days of traditional landline telephones. From their humble beginnings as simple communication devices, voice-based technologies have rapidly evolved to include intelligent…
What is User Experience (UX)? User experience is described as a user’s interaction with a physical or digital product or service and their perception of this interaction (Hurree, 2020). Factors…
What is Customer Experience (CX)? Customer experience (CX) is a consumer's attitude towards a company based on all the consumer's interactions with the company (Mixon & Torode, 2020). These interactions…
Customer Experience (CX) is a vital strategy for businesses to differentiate from the competition and remain ahead of customer expectations and demand. 87% of business leaders consider CX as a…
In the current tech-driven and digitalised business era, the decades-old strategy to compete on price is no longer an effective way to succeed. Today, a state-of-the-art customer experience is becoming…
The Traditional Model: The traditional telco model was built around selling fixed and mobile services to mass market customers and businesses (Krishnan, 2019). In the past, customer demands were simple…