ROAR Members

Access the full podcast series here Key Takeaways Emerging Technology: AI-driven simultaneous voice translation is becoming a transformative solution in customer experience (CX) management. Real-Time Application: Significant advancements in practical applications have enabled near real-time voice translation. Talent Sourcing Challenges: Enterprises encounter difficulties in sourcing talent for niche languages, leading to increased operational costs. Reducing Linguist Reliance: AI translation technologies can lessen the dependency on extensive linguist resources, allowing businesses to streamline multilingual support. Global Support Models: Multilingual hubs are… Read more

Access the full podcast series here Key Takeaways The origins of the mockumentary genre offer valuable insights into the cultural dynamics of the music industry. Customer success is rooted in relationship management, similar to event management dynamics. Engaging with customers personally enhances their experience and fosters stronger relationships. Effective listening skills are crucial for reconciling differing customer opinions and needs. Creativity in problem-solving can lead to greater customer satisfaction and improved service delivery. Real-world experiences from retail and event management… Read more

Access the full podcast series here Key Takeaways A significant portion of homeowners prefers personal interaction over digital solutions for mortgage queries, highlighting a gap in customer experience with virtual assistants. There has been a rise in people seeking help with Buy Now Pay Later (BNPL) debts, indicating a need for debt collection stakeholders to tread carefully amidst potential legislative changes. Economic abuse associated with joint mortgages has emerged as a critical issue affecting a substantial number of women, necessitating… Read more

Access the full podcast series here Key Takeaways Importance of Customer Experience (CX) CX is increasingly critical for B2B companies, especially in industries like construction and heavy equipment. Understanding Smaller Clients Inadequate customer insight regarding smaller clients can lead to significant business losses, highlighting the need for a comprehensive CX strategy. Effective Feedback Mechanisms Listening to customers through robust feedback channels helps companies identify both wins and losses in customer satisfaction. Beyond Product Differentiation Focusing solely on product differentiation is… Read more

Access the full podcast series here Key Takeaways Focus on Customer Retention: Organizations should prioritise customer retention as a primary strategy, moving away from a sole emphasis on customer acquisition. Evolving Customer Experience (CX): The CX landscape is rapidly changing, requiring companies to adapt to heightened customer expectations driven by technological advancements and social media. Effective Customer Engagement: Brands need to employ omnichannel strategies to engage customers effectively, meeting them where they are rather than directing them through a single… Read more

Access the full podcast series here Key Takeaways Importance of Employee Engagement: Employee engagement is critical in contact centres and should not be overlooked in discussions about leadership. Support for Frontline Employees: Successful contact centre operations require a blend of support, recognition, and visibility for frontline employees. Limitations of Current Solutions: Current workforce management solutions often fail to address the emotional and engagement aspects of employees. Enhancing Engagement with Gamification: Gamification and game mechanics can enhance engagement and recognition among… Read more