The banking industry is in the midst of a digital revolution, and it's important for both small and large financial institutions to undertake a successful digital transformation....
The 2024 guide to chatbots in the banking industry
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Customer Driven
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Insights to Help You Become a Customer Experience Hero
3 ways intelligent automation is evolving financial services
Technology in the financial world continues to advance at an accelerated pace — which means your organisation needs to know how to take advantage of the latest and greatest tools...
Banking bliss: elevating customer experience
Customer experience, in simple terms, refers to the overall impression that a customer has of a company based on their interactions with it. This can be influenced by a variety...
Chatbots vs. conversational AI: Choosing the right technology for your contact centre
In today’s digitally driven world, the intersection of technology and customer engagement has given rise to innovative solutions designed to enhance communication between...
Boosting employee productivity with internal chatbots: A new frontier
In today's fast-paced business environment, contact centres are constantly seeking innovative ways to enhance efficiency and productivity. One such innovation that is rapidly...
What is live chat?
Today’s customers want information right away, and they prefer not to pick up the phone to get it. Live chat is a great way to ensure your customers have everything they need...
What is a chatbot?
A chatbot is a computer program that simulates a conversation with a user in order to convey information or carry out a certain task. Chatbots are frequently used in customer...
What is conversational AI?
Conversational AI (or conversational artificial intelligence), refers to technologies that enable machines to understand, process, and respond to human language naturally. These...
What is a virtual agent?
A virtual agent is an AI-powered software application that can simulate human conversation and interaction. It is designed to respond to customer inquiries, provide assistance,...
Australian government agency to use USU Knowledge Management for customer services
USU partner Customer Driven implementing knowledge management solution for state government customer services Möglingen, October 12, 2022. The specialist in customer...
Some of the challenges in developing an effective workforce planning methodology
Customer Driven provides both consulting and managed workforce planning services for many companies and over our years of experience have built a best practice workforce...
How to utilise your workforce planning to meet the challenges of talent shortages
In our last blog, we talked about the challenges all industries are facing with the current talent shortage and the high competition for labour in Australia. As a contact centre...