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Stories by Rod Lester

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Written by Rod Lester

How AI sentiment reveals what customers think before they say it
Unified Communications

How AI sentiment reveals what customers think before they say it

AI-driven sentiment analysis reveals customer feelings in real time, enabling contact centres to improve service quality and agent coaching effectively.

By Rod Lester • 4 min read • Fri, 29th Aug 2025
How purpose-built AI transforms CX strategies
Unified Communications

How purpose-built AI transforms CX strategies

Advanced AI technology is revolutionising customer experience strategies, enabling organisations to tailor services and boost efficiency in competitive markets.

By Rod Lester • 3 min read • Mon, 17th Feb 2025
Channel selection: Essential for a successful customer experience strategy
Unified Communications

Channel selection: Essential for a successful customer experience strategy

Today's contact centres are evolving rapidly to meet customer demand for diverse, seamless engagement channels. Here's how.

By Rod Lester • 4 min read • Tue, 29th Aug 2023
Key factors to look for in a Customer Experience Software
Unified Communications

Key factors to look for in a Customer Experience Software

Organisations need to continue investing in customer experience (CX) solutions that empower them to deliver frictionless experiences.

By Rod Lester • 4 min read • Wed, 26th Jul 2023
Demystifying GPT solutions: to ChatGPT or not to ChatGPT?
Unified Communications

Demystifying GPT solutions: to ChatGPT or not to ChatGPT?

Ultimately, the future of contact centres will likely hinge on the successful integration of AI technologies like GPT.

By Rod Lester • 4 min read • Sun, 16th Jul 2023
Prioritising a digital-first customer experience strategy
Unified Communications

Prioritising a digital-first customer experience strategy

The impacts of a digital-first society on contact centres are significant and require a digital-first customer experience strategy.

By Rod Lester • 3 min read • Wed, 1st Mar 2023
Why artificial intelligence is the invisible engine driving contact centre success
Unified Communications

Why artificial intelligence is the invisible engine driving contact centre success

AI emerges as a powerful engine for contact centres, streamlining processes, supporting agents, and delivering better customer experiences.

By Rod Lester • 3 min read • Tue, 11th Oct 2022
How to overcome the digital experience dilemma - NICE
Unified Communications

How to overcome the digital experience dilemma - NICE

The global self-service technologies market is rapidly growing as consumer demand intensifies, creating a digital dilemma for businesses.

By Rod Lester • 3 min read • Fri, 8th Jul 2022
Leveraging technology in contact centres to reduce attrition rates
Customer Relationship Management

Leveraging technology in contact centres to reduce attrition rates

Many organisations worldwide have accelerated DX to better respond to changing market drivers and business environments after the disruption of the pandemic.

By Rod Lester • 4 min read • Fri, 27th May 2022
How leveraging AI-driven analytics can increase customer satisfaction in the contact centre
Customer Relationship Management

How leveraging AI-driven analytics can increase customer satisfaction in the contact centre

Leveraging AI-driven solutions can help contact centres improve customer satisfaction through sentiment analysis and identifying key behaviours.

By Rod Lester • 4 min read • Wed, 9th Mar 2022
How artificial intelligence impacts business transformation
Unified Communications

How artificial intelligence impacts business transformation

AI can be a useful tool for improving CX — in terms of how human agents interact with customers, and how customers engage with contact centres.

By Rod Lester • 3 min read • Tue, 26th Oct 2021
Transforming contact centres with a digital-first customer experience strategy
Customer Relationship Management

Transforming contact centres with a digital-first customer experience strategy

Taking a genuinely digital-first approach to CX means organisations must understand how customers access services and how they are supported.

By Rod Lester • 3 min read • Fri, 24th Sep 2021
Best practices for implementing a chatbot or virtual agent
Customer Relationship Management

Best practices for implementing a chatbot or virtual agent

Rushing to implement solutions can lead to poor CX and have significant negative impacts on the bottom line, writes NICE managing director for ANZ Rod Lester.

By Rod Lester • 3 min read • Tue, 6th Jul 2021

Stories from Other Regions

Written by Rod Lester