Articles

How AMP is leveraging customer analytics in their contact centre to drive a personalised and seamless customer experience

How AMP is leveraging customer analytics in their contact centre to drive a personalised and seamless customer experience

In this article, Sean O’Malley, Director of Contact Centres at AMP, shares the strategies used to implement analytics in the contact centre, the lessons learned from their journey to date and how they are turning customer data into actionable insights to drive a personalised and seamless customer experience.

Bupa’s contact centre transformation: leveraging new technologies to drive a personalised customer experience

Bupa’s contact centre transformation: leveraging new technologies to drive a personalised customer experience

In this article, Daryl Niemandt, Head of Contact Centres and Partnerships at Bupa, explores the new technologies and people capabilities used in the contact centre to improve customer experience and the tools they are using to better understand and solve customer pain-points.