Blog

Discover the latest insights, information and trends in blogs created by customer experience experts.

Where is the market moving?

29 July 2022

More than two years since COVID-19 forced many businesses to rethink their strategies for outsourcing customer service, it is time to consider what happens next for the workplace resourcing market.

Six reasons to embrace digital transformation in healthcare

21 July 2022

The digital transformation of healthcare started before COVID-19, the impact of the pandemic means adopting new technologies is more important than ever

What are the advantages of outsourcing?

15 July 2022

An in-depth guide on what outsourcing actually is and the advantages hiring an offshore team can have for your business.

Build CX momentum in your business

8 July 2022

Discover what customer experience is, why it is important and the tips to create an effective strategy that generates positive CX momentum in your business

Why outsource to the Philippines?

1 July 2022

Interested in outsourcing to the Philippines? Check out Probe CX’s top reasons why in this blog here.

Five reasons to embrace low-code automation

23 June 2022

A simpler approach to software development is allowing the masses to develop and deploy applications faster and without need for traditional coding.

How chatbots reduce abandoned cart rates

16 June 2022

Abandoned carts represent a missed opportunity for eCommerce retailers but fortunately, help is at hand in the form of chatbots that are converting walk-outs into sales.

Boost your candidate experience in 7 simple steps

13 June 2022

What is the value of a positive candidate experience? Find out how you can boost yours in 7 simple steps.

The impact of The Great Re-Evaluation

2 June 2022

Everything you need to do about The Great Re-Evaluation and what impact it is having on organisations around the world.

Surviving the Great Resignation

26 May 2022

Discover how ‘The Great Resignation’ is taking the workforce by storm and the ways your organization can survive it in this blog here.

8 Key Digital Transformation Trends for 2022

19 May 2022

Predicting the next wave of industry developments can be tricky - these 8 digital transformation trends are set to stand the test of time in 2022.

Speech recognition technology in healthcare

12 May 2022

The healthcare sector is rushing to embrace speech recognition technology and with good reason. Discover what it is, how it is used and why it works.

What is Hyperautomation?

5 May 2022

The hyperautomation revolution has begun but it’s certainly not too late to learn what it is, why it works and what tools to embrace.

8 Steps to a Successful Digital Transformation Roadmap

28 April 2022

Digital transformation is not a destination, it is a journey - there is no better way for a business to ensure success than arming itself with a roadmap...

What is Customer Experience Management?

21 April 2022

Knowing how customers feel about a business is crucial, which is why smart organisations are committing more resources to develop quality CEM strategies.

RPA in Finance and Accounting - a Digital Transformation

14 April 2022

The finance and accounting sector is burdened by repetitive and time-consuming tasks, which is why robotic process automation is ideal...

8 RPA trends to watch in 2022

7 April 2022

As Robotic Process Automation enters the next phase and executives demand returns on their digital investment, here are eight trends to watch for in 2022.

How Customer Experience is Driving Digital Transformation

31 March 2022

Delivering improved CX is at the heart of the digital transformation sweeping the business world and it all starts with an all-encompassing strategy...

7 Ways to Use Technology to Improve Customer Experience

17 March 2022

Technology is increasingly playing a role in the CX. Discover how companies use digital tools to inspire customers, increase loyalty and drive growth.

How to Build an RPA Implementation Strategy

7 March 2022

A shortcut to failure is failing to invest in an RPA implementation strategy; automation is a game-changer for modern businesses, explore our how-to guide.

Conversational AI vs Chatbots: What is the difference?

3 March 2022

Struggling to get your head around chatbots, Conversational AI and what sets them apart? This guide has the knowledge you need to make the right decision.

What is Conversational AI?

25 February 2022

Conversational AI is improving customer experience for consumers and businesses alike - but how does it actually work?

RPA for Supply Chain Management

18 February 2022

With global supply chains under unprecedented pressure, robotic process automation is helping managers boost efficiencies and slash costs without needing to invest in major infrastructure or recruit more staff.

Robotic Process Automation in HR Operations

10 February 2022

Human resource and recruitment teams may have been late to the automation party, but they are sure making up for lost time in embracing the power of RPA.

25+ Amazing Chatbot Statistics

4 February 2022

Need proof of the power of chatbots? This in-depth list of statistics will reinforce why it has never been more important to invest in this technology.

How to Design Chatbot Workflows

27 January 2022

Chatbots are changing the way companies handle tasks such as customer service but how do you ensure you are developing quality workflows to guide the conversation?

Automate Invoice and Receipt Processing with AI

20 January 2022

With innovative accounting and finance leaders desperate to keep their competitive edge, automated invoice and receipt processing is the tech solution they have been waiting for.

Types of Intelligent Agent

12 January 2022

Learn about the different types of intelligent agents in AI, each with its own specialisations, and how they can help to grow your business.

What is Intelligent Agent in AI?

5 January 2022

Intelligent agents are one example of how AI is changing the way businesses work. Learn about intelligent agents and what they can do for your business.

An Introduction to Chatbot AI

16 December 2021

Chatbots have been around for decades but the introduction of AI means companies yet to embrace the technology risk being left behind.

What is Closed-Loop Customer Experience Management?

8 December 2021

It is one thing to receive feedback. It is another to use it to inspire positive change. Discover the power of closing the loop.

10 Ways Chatbots can Improve Customer Service with AI

1 December 2021

With the chatbot revolution gathering momentum, this handy guide will show you how the technology can improve the service experience for your customers.

8 Principles of Customer Experience

24 November 2021

Building and implementing a CX strategy takes time. Embracing the following principles is a key step towards enhancing CX within your organisation...

What is Hyper Personalisation?

17 November 2021

Businesses are embracing a concept that is supercharging the art of customer service – hyper personalisation…

How to Create a Quality Business Case for RPA

10 November 2021

We explain how you can create a quality business case and convince your leadership team that it's time to invest in RPA technology. Read more.

Five Examples of RPA in Contact Centres | Probe CX

3 November 2021

We take a look at five examples of how Robotic Process Automation (RPA) is being used to automate contact centre tasks. Find out more.

The Ultimate Guide to RPA Lifecycle Deployment

27 October 2021

There are multiple steps involved in deploying RPA. Read our overview of each step and how to prepare your business for this powerful new technology here.

What Are PDD and SDD In RPA?

20 October 2021

Do you know what PDDs and SDDs are in RPA? Here’s the difference between the two, as well as how they develop an automated process.

RPA vs Cognitive Automation

13 October 2021

Discover the differences between cognitive automation and robotic process automation, to help you choose which is right for your business.

How to Prioritise Processes to Automate

8 October 2021

Find out how you can prioritise your process automation projects in order to deliver value, reduce operational costs and improve productivity.

Best Customer Experience Metrics and KPIs

8 September 2021

Delivering a positive customer experience is a key goal for all businesses, and today, it has become an industry of its own. Find out more in this blog.

How To Get Started With RPA

7 September 2021

RPA can create growth opportunities and reduce operational costs but it is not a 'one size fits all' concept. Learn more in this blog here.

Transactional vs Relationship NPS

7 September 2021

Quantifying the customer experience is critical to CX. This is where NPS comes in to help predict customer behaviour. Read more in this blog.

What is an Intelligent Virtual Agent?

6 September 2021

IVAs are powered by cognitive process automation and nature language understanding. Learn more about intelligent virtual assistants in this blog here.

The Ultimate list of Customer Service Statistics

10 August 2021

Read our list of customer service (CX) statistics currently dominating across different industries.

The Growing Need for Partnerships

7 July 2021

Partnerships are crucial to customer experince, and to deliver what buyers want or need to take their businesses to the next level.

Automation - Trying to Get it Right

9 June 2021

The ultimate guide to automation and how it’s evolved in the BPO industry. Download and read your copy here.

Purchasing Experience in the post-COVID world

7 June 2021

Read how the COVID-19 global pandemic turned the entire process of purchasing experience upside-down and in the process forced an evolution of PX.

The Non-Happy Path of Customer Service: What Is It?

26 May 2021

Learn about the different types of intelligent agents in AI, each with its own specialisations, and how they can help to grow your business.

The Ultimate List of Digital Transformation Statistics

12 May 2021

The ultimate list of Digital transformation statistics for businesses operating in a post-Covid market.

The Benefits of Field Services Amongst a Pandemic

28 April 2021

Field services has evolved to provide vital support to banks, telcos and energy providers when tackling non-paying customers. Discover how in this blog.

Fostering Sustainable Outsourcing Demand in COVID-19

15 April 2021

This blog provides insight into any COVID-inspired changes to businesses in the CXM market which were likely to sustain long-term once the crisis ends.

Ease of Payment and the Role of Technology

9 March 2021

Digital innovation is critical for any business hoping to succeed in the 21st century and a key part of that is making it as easy as possible for customers to access information.

Mitigating Collections Risk with Data and Behavioural Insights

3 March 2021

Digital innovation is critical for any business hoping to succeed in the 21st century and a key part of that is making it as easy as possible for customers to access information.

How Probe CX navigated the COVID work-from-home conundrum… and what it could mean for the future workplace

25 February 2021

Following the Contact Centre Week interview, Probe CX's CEO Andrew Hume discusses the work-from-home mobilisation of its global organisation and what it means for the future of work.

Telcos, Customer Care and Adapting to a COVID Environment

26 January 2021

This blog explores the challenges faced by Australian telcos during COVID-19 and strategies they are implementing to meet those challenges head-on.

Digital Innovation and the Power of Analytics

20 January 2021

Digital innovation is critical for any business hoping to succeed in the 21st century and a key part of that is making it as easy as possible for customers to access information.

Managing Collections in a COVID Environment

10 December 2020

This blog explores opportunities for businesses to provide customers with the best in customer experience to meet the challenges brought on by COVID-19.

Creating an optimal customer experience in the retail sector

24 November 2020

This blog explores opportunities for businesses to provide customers with the best in customer experience to meet the challenges brought on by COVID-19.

The Unfortunate Use Case for RPA

8 July 2020

A good mantra for business processes is standardise -> optimise -> automate -> eliminate.

Growing your business with CX

17 December 2019

How can we make sure that your customer experience (CX) is hitting the mark? This blog takes a deep dive into the importance of CX.

The future of CX

2 September 2019

Companies are pushing for new and innovative technologies that pave the way for better customer experience and business success.

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What is outsourcing?