The purpose of this CXTech Week 51 2020 newsletter is to highlight, with commentary, some of the news stories in CXTech this week. What is CXTech? The C stands for Connectivity, Communications, Collaboration, Conversation, Customer; X for Experience because that’s what matters; and Tech because the focus is enablers.
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Below is Paul’s excellent presentation at TADSummit EMEA Americas: The Future of Conversational Messaging Isn’t Social, It’s Digital.
I’ve mentioned the identity verification business is hot, not only for fraud prevention, but also improving user experience. Check out the TeleSign and Smartnumbers presentations from TADSummit EMEA Americas.
Skype 1 – 0 Robocalls: How TeleSign helped Skype “Score” against fraudulent callers, Abhijeet Singh, TeleSign
Fighting Fraud and Delivering Frictionless Customer Experience in the Contact Centre, Abhinav Anand, Smartnumbers
DISH implemented Google’s Business Messages in early 2020 to help their support team respond to customer queries easily, effectively, and at scale. The service was a huge hit—it delivered a 14 percent improvement in customer effort score (CES), a 28 percent decrease in average handle times (AHT) as compared to web chat, and issues were resolved 21 percent more often. In addition, 81 percent of DISH’s customers said they’d communicate with the brand through Business Messages again after trying the channel for the first time.
Integrated with search, DISH brand (and average hold time note) front and center. Not a mention of RCS, even though it’s under the hood. Like the Woolworths case study we reviewed in CXTech Week 27 2020.
Telnyx announced the beta launch of its Verify API product—a security solution created to deliver two-factor authentication (2FA) with messaging and voice using a simple API and self-service portal.
Back in October Clearspan was carved out of Mitel, as a standalone company, focused on delivering cloud communications for service providers, large enterprises, governments, and educational institutions.
Chris Boulton, is the Chief Technology Officer. John Dumbleton, Chief Marketing Officer. Bill Crank (previously Dialogic) is the CEO. Bob Harvatin, who led Clearspan’s Operations under Mitel, has assumed the role of Chief Operating Officer. And David Chambers, Clearspan’s original architect is the Chief Service Architect.
TL;DR for TADS 2021
- TADSummit Asia 2021, online through May.
- TADHack Global 2021, hybrid (in-person and online) the weekend before Enterprise Connect on 25/26 September.
- TADSummit EMEA Americas 2021, hybrid (in-person and online) 10/11 November, Wednesday/Thursday.
At the moment, the main challenge is getting sponsors on board to make these events possible. We’ll be grateful for any help you can provide 🙂
People, Gossip, and Frivolous Stuff
Jason Guesman is now Head of Venture Capital & Startups at Amazon Web Services (AWS).
Christophe Coutelle is now VP Marketing and Customer Experience at BDC.
Kevin Parrish is now Co-Founder at Yô! Studiô
We had our first snow! View over our deck to our neighbors this morning at 6:20 AM, while it was still snowing