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Customer experience (CX) is critical in most, if not all sectors, but particularly for banks. One of the leading drivers for growth in banks is referral between family and friends. Money and finance are difficult…

Chinese technology giant Alibaba has announced its plans to roll out its own AI chatbot product called Tongyi Qianwen. The chatbot will be similar in style to Open AI’s famous ChatGPT, and will be both…

As the world becomes more digitally connected, the risk of cyber-attacks on businesses continues to rise. Larger organisations, although being perceived as difficult targets, are the victim of choice for hackers. Because large organisations deal…

There are many laws and regulations that dictate how and when you can store customer data, especially historic customer data and that of the sensitive kind. Here are a few that you need to be…

The success of a business is no longer dependent on simply the quality of the product. Now, experience is key. The perceived value of a product is enhanced, and positive reputational impact allow for businesses…

Call and contact centres handle sensitive financial information on a daily basis, making them a prime target for fraud and data breaches. This is why it is essential for these centres to comply with Payment…

Back in 2020, the UK entered a recession due to the economically devastating Covid-19 lockdowns. The UK economy as a whole plunged by around 20% as many businesses ceased trading or closed all together. Fast…

As we move into 2023, technology continues to play a vital role in shaping the future of customer service. Chatbots and AI-powered conversational interfaces have already made their mark, revolutionising the way that businesses interact…

Customer experience (CX) is everything. It directly drives the cost of acquisition, improves activation and engagement and increases retention and business growth. CX isn’t just the moral thing to do, it’s the smart thing to…

The complexity of queries that contact centres agents handle now is incredibly high. Compassion is key. Efficiency is key. Targets are key. But can everything really be the number one priority? Customer expectations People have…

For the emergency services, making clear judgements in a short space of time can, in most cases, be a matter of life or death, and as a result having all the data and a clear…

After years of continuous success, Liquid Voice has had yet another brilliant year in 2022. The team are very much looking forward to the holiday season and eagerly await 2023, but in the meantime, I…