CASE STUDY Mountain Warehouse boosts revenues by 10% with personalisation

British outdoor retailer Mountain Warehouse has seen an uplift in sales of 10% after revamping its website and implementing Certona’s advanced personalisation solutions. Before the site revamp, Mountain Warehouse’s online personalisation efforts covered the basics, including geo-localised sites. While the website was generating year-on-year growth, the retailer recognised that to (more…)

GUEST COMMENT Will AI mean the end for contact centres or simply lead to higher levels of customer care?

AI

 While artificial intelligence  (AI) technology can provide efficiency and cost savings, human interaction creates value like no other – the more human your contact centre engagements and interactions are with the customer, the more likely you won’t be killed by the AI trend  Priya Iyer, chairman and chief executive officer (more…)