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Articles by Nick Delis
O custo oculto de apostar em fornecedores de IA conversacional não testados
O mercado de IA conversacional está "em ebulição" neste momento. A cada semana surge um novo fornecedor prometendo voz humana, automação imediata e retorno sobre investimento em 90 dias. Em uma demonstração, quase todos parecem convincentes e muitos até conseguem negociar um projeto piloto. Esse é justamente o problema.
The hidden cost of betting on untested conversational AI providers.
The conversational AI market is "boiling" right now. Every week a new vendor emerges promising human voice, instant automation, and a return on investment in 90 days. In a demonstration, almost all seem convincing, and many even manage to negotiate a pilot project. That's precisely the problem. In a category where the underlying intelligence is becoming increasingly similar, the difference between success and failure rarely lies in the Wide Language Model (LLM) used.
Atento in Neuroscience and Customer Service: How to Create Connections That Truly Last
For years, many companies have measured customer service success through speed and efficiency. But what happens when a customer feels truly heard, understood, and emotionally connected to a brand? The answer lies in neuroscience. Science shows that over 90% of human decisions are made subconsciously, guided by emotions, perceptions, and past experiences. This means every interaction is far more than a functional exchange, it’s a chance to build an emotional connection.
Atento in The new era of Atento and BTO leadership
In today’s business world, the only constant is an ever-growing demand for speed and vision. It is no longer enough to manage customer experience; we must transform the business through it. At Atento, we don’t observe technological progress from a distance, we integrate it and turn it into concrete solutions that place our clients at the forefront. Our new brand identity, more than just a visual change, is the tangible and powerful evidence of this evolution.
Many opportunities on the table for retailers despite April sales slump
This article is brought to you by Retail Technology Review: Many opportunities on the table for retailers despite April sales slump. By Nick Delis, Senior VP of International and Strategic Business, Five9. Despite the fall in retail sales last month, there are many opportunities for retailers to look forward to this summer, as heatwaves in the UK this June could see shoppers flock to high streets to spend their hard-earned cash.
Webinar: Driving Business Growth with Low-Code/No-Code Capabilities in Liferay DXP
Welcome to Finextra. We use cookies to help us to deliver our services. We'll assume you're ok with this, but you may change your preferences at our Cookie Centre. Please read our Privacy Policy. News in your inbox For Finextra's free daily newsletter, breaking news and flashes and weekly job board. Sign Up Channels Group External | what does this mean? This content is provided by an external author without editing by Finextra. It expresses the views and opinions of the author.
Don’t get into travel chaos - how AI will change the airline industry
The airline industry is no stranger to public backlash. Cancelled or delayed flights, lost luggage, and faulty technology continue to threaten the industry’s reputation - and customers will not hesitate to speak up on negative travel experiences online. What’s more, with flight searches up 25% for summer, the industry is set for an influx of travellers and increased pressure on their customer service teams.
It’s time to transform corporate banking, and the answer is embedded finance
Welcome to Finextra. We use cookies to help us to deliver our services. We'll assume you're ok with this, but you may change your preferences at our Cookie Centre. Please read our Privacy Policy. News in your inbox For Finextra's free daily newsletter, breaking news and flashes and weekly job board. Sign Up Channels Group External | what does this mean? This content is provided by an external author without editing by Finextra. It expresses the views and opinions of the author.
What Happens If AI Cancels My Credit Card?
In recent years, artificial intelligence (AI) has become an integral part of various industries, revolutionizing the way we live and work. Among its many applications, AI plays a significant role in financial services, including credit card management. While AI offers numerous benefits, some individuals might wonder about the consequences of AI canceling their credit cards.
The Role of FinOps When Optimising Budgets in the Cloud
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The fintech industry needs more town planners (and chefs; and business owners; and school teachers…)
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Driving loyalty through Gamification: How to incentivise cardholder spend
Welcome to Finextra. We use cookies to help us to deliver our services. We'll assume you're ok with this, but you may change your preferences at our Cookie Centre. Please read our Privacy Policy. News in your inbox For Finextra's free daily newsletter, breaking news and flashes and weekly job board. Sign Up Group External | what does this mean? This content is provided by an external author without editing by Finextra. It expresses the views and opinions of the author.
ADVANTAGES AND DISADVANTAGES OF AI-POWERED TOOLS IN CONTENT MARKETING
AI, nowadays, is dominating several fields of human life, including healthcare, automation, education, and business. People are now incorporating AI into their daily lives to perform routine jobs because of its potential for amazingly improved accuracy and productivity. The business sector is specifically enjoying the miracles of artificial intelligence (AI) to streamline marketing operations, particularly in content marketing.
Banks can’t control inflation, but they can control their customer relationships
By Nick Delis, Senior VP of International and Strategic Business at Five9 In the cost-of-living Crisis, every penny counts. With mortgage rates at their highest level in 15 years, and 1.3 million households missing or defaulting on bills last month, banks are facing an unprecedented increase in calls for Financial support.
Phish, RATs, and Mules - Scams that make up the new fraud menu
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Embracing digital in the face of bank branch closures
In recent years, the landscape of banking across the globe has undergone significant transformations. Among these many changes, the closure of bank branches on the high street has become a common sight, driven by technological advancements and changing consumer preferences. As reported in Finextra, over the last few weeks, some of the UK’s biggest banks have announced plans to close additional high street branches across the country.
Generating Deposits while Protecting Margins
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Revolutionizing Customer Experience: The Insurance Self-Service Portal
Welcome to Finextra. We use cookies to help us to deliver our services. We'll assume you're ok with this, but you may change your preferences at our Cookie Centre. Please read our Privacy Policy. News in your inbox For Finextra's free daily newsletter, breaking news and flashes and weekly job board. Sign Up Channels Group External | what does this mean? This content is provided by an external author without editing by Finextra. It expresses the views and opinions of the author.
Banks can't control inflation, but they can control their customer relationships
Welcome to Finextra. We use cookies to help us to deliver our services. We'll assume you're ok with this, but you may change your preferences at our Cookie Centre. Please read our Privacy Policy. News in your inbox For Finextra's free daily newsletter, breaking news and flashes and weekly job board. Sign Up Channels Group External | what does this mean? This content is provided by an external author without editing by Finextra. It expresses the views and opinions of the author.
Understanding Scope 3 emissions: The ‘invisible’ carbon footprint from cloud computing
According to the GHG Protocol corporate standard, a company's greenhouse gas emissions can be classified into three ‘Scopes’. Scope 1 and 2 are mandatory to report, whereas scope 3 is mostly voluntary and the hardest to monitor. For this reason, they’re often referred to as the ‘invisible’ carbon footprint. This post delves into what Scope 3 emissions are and a pragmatic approach to effectively managing them - drawing from my own experience with cloud carbon footprint.
Cloud Cocktail! Running a single application on multiple clouds.
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Protecting your business through test automation
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How to foster positive wellbeing in the workplace
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Despite Advances in AI, Retail CX Still Needs a Human Touch
While artificial intelligence has made significant advancements this past year with new apps such as ChatGPT and Jasper, the reality is that human interactions still cannot be directly replicated through technology. An overreliance on chatbots to replace humans is a potential pitfall for many retailers. Sure, the addition of AI and virtual agents is extremely helpful in decreasing labor costs and serving more customers both online and in-store.
Despite Advances in AI, Retail CX Still Needs a Human Touch
While artificial intelligence has made significant advancements this past year with new apps such as ChatGPT and Jasper, the reality is that human interactions still cannot be directly replicated through technology. An overreliance on chatbots to replace humans is a potential pitfall for many retailers. Sure, the addition of AI and virtual agents is extremely helpful in decreasing labor costs and serving more customers both online and in-store.
Retail sales see 5.1% spike, volumes remain low as inflation grips UK
By Nick Delis (pictured) Senior VP of International & Strategic Business, Five9 Although retail sales saw a 5.1% rise in April, inflation continued to mask growth and shoppers brought home less as the cost-of-living remains high. We are still seeing consumers continue to limit their spending to essential products. Despite this, there is cause for hope. With summer on its way, there’s much for retailers to be optimistic about in terms of higher spend.
Inflation Reaction: Stick to the essentials
By Nick Delis (pictured) Senior VP of International & Strategic Business, Five9 UK Inflation remained at double digits in March, and food prices have risen at their fastest rate in 45 years as the cost-of-living crisis continues to grip the UK. The ongoing double-digit rate of inflation this month indicates that the cost-of-living crisis is not going anywhere and price hikes will continue to impact consumer spend.
ONS sales figures: volumes down 3.5% YoY as cost-of-living bites
By Nick Delis (pictured) Senior VP of International & Strategic Business, Five9 Despite retail sales rising by 1.2% last month, price hikes and the cost-of-living crisis are continuing to impact consumer spend. People’s habits are changing – sticking largely to essentials or otherwise increasingly turning to discount department stores and second-hand shops.
Cutbacks on spending continue to occur as inflation & the cost-of-living crisis persist
By Nick Delis (pictured) Senior VP of International & Strategic Business, Five9 Cutbacks on spending continue to occur as inflation and the cost-of-living crisis persist, with February footfall 8.8% below pre-pandemic levels. Consumers will remain selective about how they spend their money both in-store as well as online, so brands must show customers value, while ensuring strategies are sustainable in the long run.
Sales growth slowdown in January
By Nick Delis (pictured) Senior VP of International & Strategic Business, Five9 Sales growth slowed in January, with the cost-of-living crisis and post-Christmas slump encouraging consumers to tighten their purse strings. Despite spring around the corner, the months ahead are still uncertain as consumers reign in spend to cover higher energy bills and food costs.
4.2% rise in Nov spending but sales growth is still significantly below inflation
By Nick Delis (pictured) Senior VP of International & Strategic Business, Five9 The BRC has released its winter sales figures, with November spending rising by 4.2%. However, sales growth is still significantly below inflation. November was bolstered by Black Friday spend as consumers took advantage of discounts, in addition to purchasing warmer clothing.
Black Friday - most successful to date?
By Nick Delis (pictured) Senior VP of International and Strategic Business, Five9 Black ‘Friday’ is well and truly underway, with discounts spanning the entire month as retailers try to lure shoppers to bolster sales. While many are feeling the uncertainty and cutting costs, we all still want a great Christmas – we just don’t want to break the bank doing so. It’s why we’ve seen consumers start their Christmas shopping early this year to try and spread the cost over a longer period of time.
As recession bites, consumers look for the best price
By Nick Delis (pictured) Senior VP of International & Strategic Business, Five9 With inflation at a 45-year high, the cost of living has skyrocketed as we see energy bills and food costs reaching new heights. Despite this, consumers are determined to have a good Christmas, and are trying to spread the cost over a longer period of time to flatten peaks in spending, resulting in a 0.6% increase in retail sales in October.
Royal Mail strikes and their effects on the customer experience
By Nick Delis (pictured) Senior VP, Five9 Strikes cause disruptions across the board but retailers especially will feel the brunt of it. With more Royal Mail strikes set to go ahead in the coming weeks, and over the Black Friday weekend, businesses need to be ready for severe delivery delays and prepare accordingly. Ahead of time, retailers can look to use alternative delivery services, and ensure consumers are warned of delays before purchasing.
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