Zing Dev Limited

🌧 Throwback to Zing's Summer Social which took place three weeks ago (when it was autumn). The day started with a team meeting before we took a boat trip down the Thames to Greenwich. Next up, a fantastic lunch at The Sail Loft, followed by the all-important company quiz (we won't mention who won). Thanks to the brilliant social team for organising a great day - despite the weather!

Last month, Twilio Flex was named as a leader in 2024 IDC’s MarketScape for Contact Center as a Service (CCaas) Report. IDC MarketScape highlights: “Twilio is a unique provider in the CCaaS space and market in that Twilio Flex is a composable contact center application as opposed to a ‘packaged’ application with predetermined components, and process for installation and customization.” Get the report: https://lnkd.in/dahB4me9 #CCaas #Twilio 

US CX quality has reached an all-time low. What's going wrong? The 2024 Forrester Customer Experience Index reveals that the quality of customer experience (CX) among U.S. businesses has dropped for the third consecutive year, reaching an all-time low. Key issues contributing to this decline include: Omnichannel experience: Customers are increasingly frustrated by disjointed experiences across different channels. Whether shopping online, through a mobile app, or in-store, a seamless and integrated experience is often lacking, leading to frustration and dissatisfaction. Digital and self-service platforms: Many are poorly executed, making simple tasks unnecessarily complicated. Confusing interfaces and barriers in contacting customer service when self-service can't provide the answers can drive customers away, reducing their satisfaction and loyalty. Our view: To turn this trend around, businesses must focus on refining their omnichannel strategies to meet the expectations of today’s 'phygital' (physical digital) world, and enhance the usability and efficiency of their digital platforms. It’s crucial to strike the right balance between leveraging generative AI and maintaining a human touch. By focusing on creating a cohesive, user-friendly experience, companies can start to rebuild trust and satisfaction with their customers. Source: https://lnkd.in/epB85wV4 #customerexperience #cx #omnichannel

Welcome to our latest newsletter, where we tackle key aspects of customer experience (CX). Discover seven critical CX challenges and how to overcome them, explore the top six app integrations for your contact centre, and learn from five real-life use cases that demonstrate the impact of improved CX on retail operations. #CustomerExperience #cx #retail

📢 This is Twilio Flex and DeepL integration made easy..... Zing works globally and we’ve always been aware of our Customer’s multi-lingual requirements (our first buildNow plug-in was to allow customers to translate their Twilio Flex implementations). Our most recent plug-in enables plug-and-play integration with DeepL's API and their secure Language AI translation. Regardless of channel, customers and agents can now chat seamlessly in their native language. Customer glossaries and a formality-selector allow you to personalize the experience even further. https://lnkd.in/ejgjmQDZ With DeepL’s Advanced pricing starting at just EUR 24.99 per month, the plug-in is fast-becoming a default option for new customers. If you’d like to arrange a demo please get in touch. #DeepL #TwilioFlex #Flex

"Where is my order?" and "Where is my return?" These are some of the most common questions Customer Service teams receive. But there is another way. By integrating solutions like Twilio Flex with your eCommerce and delivery management platform you can provide real-time tracking, AI self-service and the ability for customers to reschedule deliveries. Read our latest blog post for more use cases for #CustomerExperience in retail. https://lnkd.in/embYb4n5 #cx #Twilio #Retail

Check out this article in Forbes which discusses the biggest structural obstacles for businesses in delivering a superior customer experience - and how to overcome them. The author argues the biggest problem for businesses in improving CX is the: “Fragmented nature of functional leadership, customer data, engagement channels, systems, operations and revenue teams.” Do you agree? #CustomerExperience #CX Article in full:  https://lnkd.in/eyaVXXAA

🎉 Big congrats to Twilio for being recognised as a leader in the Gartner Magic Quadrant for Communications Platform as a Service (CPaaS) for the second consecutive year! Check out the report to get all the details. #twilio #cpaas

Customer experience (CX) in retail 🛒 has undergone a significant transformation in recent years, primarily driven by the explosive growth of eCommerce. Customers now have heightened expectations regarding service and convenience, influencing their loyalty and shopping behaviours. Here, we explore six real-life use cases demonstrating how improved customer experience can enhance retail operations. https://lnkd.in/e8vieHB3

82% of business leaders emphasise the importance of embedding emotional intelligence, or the ability to respond to human emotions, into AI systems. Additionally, 80% of marketers plan to adopt more sophisticated metrics (customer lifetime value, emotional engagement, and brand affinity) to measure the effectiveness of personalisation beyond traditional engagement and conversion rates! Paul Skeldon covers an important part of the Twilio State of Customer Engagement Report, for Telemedia Online. https://lnkd.in/eDunuZjs