Firstsource Blog

RPA vs Cognitive Automation: Understanding the Difference

As the race to outperform the competition heats up, automation is taking over many processes in the business world. But with different types of automation such as Robotic Process Automation […]

  digital transformationrobotic process automation
Two steps to success: why financial services companies need to master the customer journey

Financial services companies are under more pressure than ever before to both defend and gain market share, and with so many businesses in the sector citing ‘customer experience’ as a […]

  Banking & Financial Servicescustomer experience
Harnessing omnichannel presence for the ideal customer service strategy

The shift in channels for consumer engagement and communication has become more pronounced than ever. Digital disruption is changing the way people communicate in their personal lives. Messaging tools like […]

  customer managementomnichannel
How are innovative technologies transforming customer service?

Brands have never been under such pressure to keep up with their tech peers. But while some of the latest technologies may sound like they belong in a sci-fi film; the truth is they have the power to transform how you deliver your customer service.

  customer service
Keep calm and move house

UK property transactions were up 7.6 per cent in May compared to the previous month – this means utilities companies will spend the coming months managing a high volume of requests from prospective and existing customers, and the importance of these interactions should not be underestimated.

  customer managementomnichannel
Intelligent automation – the next game-changer?

Intelligent automation enables organisations to perform repetitive tasks at a fraction of the cost of traditional processes, while eliminating human error. A typical case could see labour costs reduced by 25-40%.

  AIrobotic process automation
A delicate balancing act: how to digitalise your customer service

In the face of fresh-faced fintechs, it’s essential that banks are doing all they can do to digitise their services and provide a truly competitive offer to challenger brands. So, what must banks bear in mind when looking to digitally transform their customer service?

  customer servicedigital transformation
Viva la (digital) revolution!

Exactly two decades ago, the volume of business emails exchanged surpassed that of regular mail for the very first time – and there’s been no going back since.

Travel opinions: how to manage the seasonal spike in customer experience

The summer spike is a key time to both retain old customers and gain new ones – so it’s important that travel companies do all they can to make that all important summer holiday as smooth and seamless as possible.

  customer experience
Industry views: how automation can help transform the financial services landscape

RPA is hugely beneficial to commercial finance divisions, for example, where efficiency and cost-effectiveness is of paramount importance. And in such a heavily regulated industry, the technology also eliminates room for human error.

Customer experience: marketing’s new battleground

If brands are to stake their claims on customer loyalty – and attract more consumers through excellent customer service – it is vital that they understand who has responsibility for delivering second to none customer experiences.

  customer experience
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