Today we’re interviewing James Waite, General Manager UK for business matching service, AboutMatch, to find out which customer experience (CX) products and services are hottest in the UK right now. AboutMatch is well placed to share these insights as they have become the go-to site for trusted vendor recommendations in the Customer Space.
James, first of
Quite simply, we saw a gap in the CX market to help buyers find their ‘perfect match’ supplier when they have a business need. Our research showed that many people looking to source a new product or service would start with search engines and rely on time-consuming research and enquiries to find a supplier. This made us think there has to be a better way. Therefore, we developed a sophisticated online matching platform, a dating website if you will – but for businesses! Anyone can simply enter a requirement and get matched with a shortlist of vendors who best meet the requirement. Under the mantra, Smart Sourcing for the Customer Journey, AboutMatch covers seven product/service categories, including outsourcing, technology, data, digital and consulting.
From the companies that are using your website to find suppliers, what outsourcing and technology trends are you seeing?
Within outsourcing, contact centres
RPA (robotic process automation) is the technology solution everyone seems to want to get their hands on. It has delivered us driverless cars and monitoring of the sick and elderly, and now it’s sweeping the world of customer operations! Companies are seeing big cost savings
You touched on RPA, what other technologies in the customer world are high in demand right now?
Number 1 is the surge in demand for virtual agents and chatbots, which serve as a computer generated online customer service representative. In addition to automation, 2017 is all about analytics, for
What CX technologies do you see as “up and coming”?
While automation takes centre stage, it’s almost every week that we hear of a new technology reinventing some other aspect of the customer experience. One of the latest is the concept of ‘Crowd Service’, allowing brands’ customers to help other customers, in return for credit or other incentives.
James Waite spearheads AboutMatch in the