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Showing 60 results for "Customer Experience"
Human in the loop: why AI still needs a human touch
Human in the loop: why AI still needs a human touch AI is everywhere and it’s doing some good stuff. From chatbots and recommendation engines to fraud detection and self-driving cars, machine learning is reshaping how organisations operate. But anyone who’s interacted with an AI-only system knows its limits – the chatbot that crumbles when […]
The human touch in customer experience | Ryan Strategic Advisory x Sigma Connected
The human touch in customer experience | Ryan Strategic Advisory x Sigma Connected In an era where AI and automation dominate the conversation, are we at risk of losing the human touch in customer experience? Peter Ryan from Ryan Strategic Advisory explores why empathy and human connection remain vital, even as technology reshapes the contact […]
The pros and cons of tech in CX
The pros and cons of tech in CX Tech can be controversial in customer service. On one hand, we’ve all thought ‘I just want to speak to a human!’ when stuck in an endless loop of automated messages. But on the other, there’s no denying the speed and efficiency of a customer service chatbot. So […]
Building a better CX – one ingredient at a time
Building a better CX – one ingredient at a time It started as an offhand comment from a client – a bit of a joke, really. “There’s just something about Sigma Connected… what’s your secret sauce?”. It made us smile. But the more we thought about it, the more it stuck. What is it that […]
Introducing our director of operational delivery… Errol van Graan
Introducing our director of operational delivery… Errol van Graan Next up in our latest Q&A feature is Errol van Graan, our recently appointed Director of Operational Delivery in South Africa, covering our Diep River, Retreat, Mitchells Plain and Paarl offices in Western Cape. We sat down with Errol to get to know him and his […]
Why is Customer Experience important? – by Ben Jones
Why is Customer Experience important? Because every interaction matters for customer retention and brand growth Today, a single negative interaction can be broadcast widely in minutes, making customer experience (CX) a decisive factor in retaining customers or driving them away. Customers judge every brand by digital giants like Amazon or Netflix – expecting seamless journeys, […]
Advice from the front line: tips from Sigma Connected’s contact centre heroes – by Rich Furlong
Advice from the front line: tips from Sigma Connected’s contact centre heroes We all know how important great customer experiences are. But we don’t always hear from the people who deliver them – the agents handling calls, messages and complaints with empathy, clarity and care. Our contact centre teams are the face and voice of […]
Our people centric culture
Our people centric culture We are Sigma Connected, and we are different. By sticking to our values, we have created an inclusive culture which puts no one above and no one below. This allows us to maintain flexibility and continue learning as we grow. We believe in equal opportunities and that everyone deserves to have […]
The impact of technology on customer service – by Peter Doveren
The impact of technology on customer service – by Peter Doveren Technology can be incredibly useful in the success of customer service, especially when it comes to speed of resolution. 69% of consumers attribute their positive customer service experiences to the quick resolution of their issues. But speed doesn’t count for everything when it comes […]