An executive forum about a new era in customer experience sheds light on service delivery opportunities


South African customer experience solutions provider, Ocular Technologies in partnership with ITWeb, recently hosted an event on a new era in customer experience in Sandton, Johannesburg. The purpose of the event was to share insight with delegates about the innovative solutions that have been developed to address complex customer experience problems and to offer an opportunity to network.

Three speakers from companies prominent in their industries were presenting on testimonials and case studies of solutions that have been implemented and are available from Ocular Technologies. Peter Fuller technology and IT operations manager at Tracker Connect, Roland Naidoo, head of customer operations support at Multichoice and keynote speaker Tobias Goebel, director, emerging technologies at Aspect Software, were all compelling in their demonstrations.

Pommie Lutchman, founder and CEO at Ocular Technologies comments: “It is a reality that customers in today's digital era are technology savvy, have access to information, and prefer to get things done themselves rather than traditionally engage with a call centre and possibly end up frustrated. Although this brings to light a set of new challenges that can easily be overcome, it also presents exciting opportunities for organisations to engage more intimately with customers.”

He added that organisations can seize the opportunities presented in this ever-evolving digital age and act fast to capitalise on the opportunity to learn more about these new and emerging customer experience technologies, and customer engagement methodologies such as the interactive text response (ITR) and chatbots.

During his presentation, Tobias Goebel, director of emerging technologies at Aspect Software highlighted that six out of the top 10 apps globally are messaging apps and that 72 percent of customers prefer text over talking on the phone. Therefore, solutions such as ITR are the ultimate way to serve customers while managing costs effectively.

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