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By Chiara Q.

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Weekly News Roundup with Curiosity Worx (October 5 to 9 2020)​

If there’s one thing that this pandemic has taught businesses and their leaders, that is to adapt to sudden changes and rise above adversity. Staying on top of current trends and news can make huge impact in decisions that can affect businesses in the long run. For this week, we’ve rounded up some notable news about transforming businesses with the use of AI technology, improving brand-customer communication using chatbots, and designing customer-centric journeys and experiences.​

Weekly News Roundup with Curiosity Worx (July 6 to 12, 2020)​

Just recently, Prime Minister Scott Morrison raised awareness of months-long 'state-based' cyberattack on Australia’s government, education, health, and business sectors. This wake-up call follows on the heels of a cyberattack on Lion that forced the beverage manufacturer to temporarily cease production. Australian businesses need to look to ensure that the technology their businesses employ must o stay updated with the latest developments in their industry. Adapting to automation, the demands for new capabilities and skills, and sweeping industry trends and forecasts can give businesses the edge over their competitors.  Conquering the Centre  1.  Upskilling the Contact Center: Planning for Your Agents’ Future in an Era of Uncertainty The pandemic has necessitated a shift to a digital only business world and to more prevalent automation for businesses. According to The World Economic Forums’ “Future of Jobs Report”, that by 2020, 54% of all employees will need significant upskilling. For the contact centre industry, automation should gradually take over rote tasks such as collecting customer information. Contact centre employees must learn how to use these programs and software but at the same time, there will be a demand for soft skills.   The demand for soft skills has already been on the rise with tools like chatbots automating menial tasks. The ManPower Group’s report showed that while 38% of organizations find in-demand technical skills difficult to teach, 43% said that training employees in the soft skills that they need is even harder. If digital tools take over simple tasks, contact centre employees need to improve communication skills, problem-solving skills and relationship building. The human touch has been and will continue to be a major differentiating factor for customer engagement and contact centres.    2.  How to build trust in an increasingly automated business world Despite customers and businesses not only accepting new technology that automates customer experiences, but the human touch also makes or breaks an experience. “We increasingly want to do business with people that we trust rather than just another faceless brand,” Aurangzeb Khan writes in an article about how to connect better with their audiences when automation takes over what were once points of interaction between businesses and their customers.  Unlike taking to a person, automation technologies like chatbots lack conversational markers like the tone of one’s voice and body language. 90% of human communication comes from nonverbal cues and these are lost when interacting with machines. Solutions like video conferencing can help improve both CX and EX by providing face-to-face interaction even on a digital platform.  At Groworx, we create creative CX strategies that address ever-shifting business needs and translate them into action. We’ve helped businesses leverage new technologies and capabilities like Live Chat to connect the human and the digital. Talk to us today to learn how we can help you.    The heART of CX  1.  5 Tips to Engage Remote Staff During Lockdown Good EX and good CX go hand-in-hand. After all, employees are a business’ frontline when dealing with customers. Keeping employee engaged despite them working remotely means staying consistent with the organisation’s culture and communicating. Provide employees with the tools and resources they need to continue excelling at their role. At the same time, businesses must also implement structure, processes and policies to maintain order and security.   At Groworx, we also like to show our appreciation for our employees and give them a chance to bond with each other. For example, we hosted a virtual pizza party. When businesses take care of employees, they can become brand ambassadors with customers. were able to shift to remote working in just 48 hours thanks to our agile teams and global ways of working. Let’s chat today and we can tell you how to keep your employees safe and productive when working from home.     2.  We’ve reached the Age of Customer-Centricity. But what DO customers really want? Communication is the most important aspect in the business-customer relationship. Getting it right, especially during a crisis is critical. Recently, brands have been sharing the actions they’ve taken in response to the COVID-19 pandemic. From using hospital grade disinfectants on commonly touched surfaces to talking about remote work arrangements and social distancing. This line of communication opens itself up to questions like, “Why aren’t you already doing these things to protect customers and employees?”  As the new policies and processes become part of the new normal, brands need to look more at how to properly show care for their customers, employees and communities. Our Associate Director of CX, Shelley Beeston talks about caring for customers in her blog. She describes how businesses that show care will rise above the competition. Consult with Shelley today and learn how we create brilliant strategies and turn them into great performance with our CX in Action service.    IMO (Innovate. Modernise. Operate)    1.  Eliminating Bias in Recruiting through Artificial Intelligence Recent events have highlighted how discrimination disenfranchises marginalized groups. For businesses, forming diverse teams adds insight and skills that make a difference. Can AI, which is considered free from human bias and error, help businesses in the recruitment process and build more diverse teams? Amazon seems to prove this wrong as they retired their recruitment AI in 2018. But their experience is not the fault of the AI, but the algorithm they used. Their algorithm was modeled based on data from the past ten years, but in the past ten years, majority of resumes sent to Amazon were from men. Thus, the AI ended up favoring men over women.   However, AI platforms like Pymetrics gamify the recruitment process and assign categories to candidates so that talent acquisition teams can easily sort through thousands of job applicants. AI tools like Pymetrics should not be the only way to sort through candidates, but it can help significantly speed the process of reviewing resumes. In the end, human judgement still plays a massive part in the recruitment process, but advanced technologies can help make this process easier, faster and less biased.    2.  Building an Agile Enterprise Starts with Culture and Technology At Groworx, we believe that the world has become agile. Customers demand instant responses and engagement and technology forces businesses and even entire industries to innovate and adapt. Digital transformation starts with company culture and business technology platforms. Instilling a modern, agile culture in an organisation encourages employees to respond to new demands and gives them the tools to act instantly but not haphazardly.   Even with an agile culture, a business will not be able to keep up with the competition without leveraging advanced technologies. Technology accomplishes two important things: taking over menial tasks to free up employees to do more complex work and make opportunities visible across the entire enterprise. Whether it’s a CRM tool or a chatbot to help answer customer queries, technology plays a large role in empowering employees to do their work and to do it quickly. At Groworx, we believe in the power of technology to transform. Groworx Technology Solutions help businesses co-create, implement and manage advanced technologies. Talk to us today to find out how we can help your business adapt to today’s agile world.     Want to get the latest news about cool new tech and CX innovations? Subscribe to our newsletter and stay updated with Curiosity Worx.​


Weekly News Roundup with Curiosity Worx

(June 1-7, 2020)​

As the global pandemic continues and economies slowly begin to open at limited capacity, businesses need to adapt to the new normal. Traditional methods of engaging with customers and mobilizing employees no longer work, necessitating a shift to digital only approaches and business models. Whether it’s leveraging software and AI to allow workforces to work from home or creating the best experience for online stores, the key ingredient for success in the brave new world is innovation.


For this week, we’ve rounded up the latest news and think pieces about the latest advanced digital technologies and modern CX approaches that will help businesses adapt, innovate and thrive in the current situation.


Conquering the Centre


1. How Contact Centres are Responding to the Covid-19 Crisis


Organizations can’t go back to being “business as usual” any longer. Instead, they need to adapt to the new normal. Contact centre trends show that the industry is growing during this shift, but most businesses are still struggling to cope with the change.More people are calling but fewer people are answering. Since the beginning of the lockdown, customer engagement centres have seen a 24% increase in call volume, but not all businesses have been able to transition to remote working.


At the same time, the old standard of what makes excellent customer engagement centre service has also changed. Across the board, Average Handle Time has gone up from 3-5 minutes to closer to 10+ minutes. For other businesses, CX has also suffered due to businesses. One of the ways that contact centres are addressing these growing demands is through the enablement of Cloud and AI-driven solutions in order to meet the rising number of calls. 


2. 10 Tips for Training Remote Agents


With the current crises, customer engagement centres have been forced to shift to working from home amidst lockdowns all over the world. To survive in this new normal, businesses need to stay agile. In fact, remote sales and support teams are the new normal as they offer service and solutions no matter the circumstances.


Training customer engagement centre employees demands a shift in mindset. Make your remote agents understand that the most important part is to remain consistent with getting results. Setting schedules and clear goals for employees also helps them know what they need to do and by when. And most importantly, continue to monitor remote agents’ performance and give feedback. Training and improvement need to be a continuous process.


At Groworx, we’ve launched Groworx Home, a service that equips remote workers with cloud-first technologies, processes and a cultural connection and to support government agencies, businesses and communities with a virtual customer engagement centre. Our out-of-the-box solution does all the hard work training and setting up remote sales and support teams so that these customer engagement centres can get started in a matter of weeks.


The heART of CX


1. How to Boost Customer Engagement in a World of Social Distancing


As cities all over the world begin to scale back lockdown measures during the pandemic, businesses need to put in place measures to protect both their customers and employees.


For physical stores, this means masks, gloves, constant sanitation and implementing practices like limiting the number of customers inside the store or setting time aside for senior citizens to shop.


Online, businesses can open e-commerce platforms or create virtual storefronts to engage customers. Some businesses have put video conferencing tools to creative use by streaming showrooms or products or banks holding face-to-face meetings on Zoom. This can make customers’ shopping experiences feel more personal even with social distancing. 


2. From customer experience to conversational experience: how messaging will reshape service


As customer experiences shift from the physical to digital realms and mobile is quickly growing as a channel, businesses need to learn how to leverage messaging as a channel for customer engagement. Around 10-30% of customers are willing to open an email from a brand; however, 85% of customers are willing to read a message from a chatbot.


Messaging, whether through website chat or social media, gives businesses the ability to respond instantly. As a fast and convenient means of communication, messaging presents an opportunity for businesses to connect with customers. Furthermore, rather than relying on models for impressions, businesses can save on costs with messaging that provides concrete proof of customer engagement.


IMO (Innovate. Modernise. Operate)


1. 10 Ways AI is Transforming the Customer Experience


In order to keep up with the rapidly changing demands of online retail, businesses must listen closely to customer needs. To stay ahead of the competition, businesses need to invest in AI-driven technology that can answer specific queries and need or show content that’s tailor-fit to appeal to customers.


In other words, businesses need to build personalized customer experiences online through the use of AI-driven technology such as creating personalized recommendations based on purchase history or voice-enabled shopping.


AI also poses an opportunity for businesses with chat. AI chatbots are capable of answering user queries instantly, while also sounding more natural compared to canned responses. As more customers move to online channels, AI offers more personal and more human customer service.


2. How voice assistants will change our lives and why all brands should care


Everyone has heard of Siri or Alexa. AI voice assistants but unlike previous platform shifts, the voice assistant revolution is occurring across multiple surfaces. Unlike a website or a mobile app, a voice assistant has a huge swathe of capabilities. In other words, while a developer needs to know everything the device or website can do and input a programmatic response, voice assistants must be more flexible; hence, the need for AI that can determine for itself the best way to answer.


Bret Kinsella, a leading expert on voice assistants, predicts that as voice technology becomes more common, more integrated and more intelligent, the future of tech will trend towards wearables.


With such sweeping change on the technology front, businesses need to pivot and learn how to integrate voice into their brand and operations. Businesses need to look at  to modernise their processes and deliver cutting-edge products and services. 


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