Customer Experience

Together We Can Deliver Iconic Customer Experiences

06 Aug 2017

customer experience

By Patrick Gallagher, Managing Director ANZ & North Asia

Over the years, companies have invested millions in their contact centres to provide support to customers calling to purchase, enquire, complain, apply or seek assistance. Traditionally this has been the ‘tried-and-tested’ option as companies continued to invest in their contact centre in order to build their customer support capability. But as customers have moved to digital channels, this approach is no longer enabling organisations to meet their customers’ expectations.

G-Summit Melbourne, Genesys’ customer experience event taking place 7 – 8 August 2017, will address this change with their event theme of ‘Together – Together, we can deliver iconic customer experiences by powering digital business with a human touch’. Read more

The Most Innovative Customer Support Tool

02 Aug 2017

2017 Technology Innovator Awards

By Chris Ezekiel, Founder & CEO

At Creative Virtual our vision has always been to offer organisations the technology to enable seamless, fully-integrated, end-to-end customer engagement, and to back that technology with the experience of an expert, knowledgeable team. We saw this vision come to fruition last year when we officially added V-Person Live Chat™ to our suite of Smart Help solutions. Since then, our roadmap has continued to be all about providing a world leading enterprise level end-to-end customer engagement platform.

It is an honour to have this vision and hard work recognised for a third straight year by the Technology Innovator Awards. Read more

Creating the Best Conversations with Digital Customers

25 Jul 2017

digital customer conversations

By Liam Ryan, Sales Director

Over the years, I’ve had the opportunity to meet with many company executives looking for ways to improve their customer service and support. As more and more emphasis has been placed on the customer experience as a competitive differentiator, it’s become increasingly important to organisations to provide quick and easy support options for digital customers. Companies are looking for the best way to manage customer engagement and create positive experiences.

I’m proud to say that Creative Virtual’s technology has once again been recognised as the being the best in these areas. We’ve been named ‘Best for Self-Service Customer Experience Management Solutions 2017’ and ‘Best Natural Language & Knowledge Management Technology: V-Person Mobile™’ by the 2017 UK Enterprise Awards! Read more

What’s the Point of Contact Deflection?

18 Jul 2017

contact deflection

By Björn Gülsdorff, Head of Business Development

Contact Deflection – is there a reason why so many companies have this as an objective? Well, our clients tell us what their goals and pain points are, but I can’t help thinking that treating one’s contact centre as a cost centre is past its prime. Also, if you want to make money, contact with your customers is a good thing. At least, that was my theory.

I was therefore quite happy to be able to speak in front of the Call Center Verband (Call Centre Association) in Halle, Germany, as well as meet the European customer service directors of the Deutsche Telekom AG at their gathering in Budapest. Read more

Infographic: Are Chatbots and Artificial Intelligence Threats to Your Contact Centre?

13 Jul 2017

AI threat to contact centre infographic

By Mandy Reed, Marketing Manager (Global)

Some academics and experts are warning about the dangers of artificial intelligence (AI) – predicting everything from a huge loss of jobs to the end of the human race. At the same time, industry analysts are predicting significant increases in chatbots and virtual agents in the customer service space. So what does this mean for your contact centre? Should you approach chatbots and virtual agents as threats? Are contact centres about to become completely automated?

Check out the new infographic below for a realistic overview of the impact AI, chatbots and virtual agents are having on the contact centre. Read more

“Keeping it real with chatbots” – Impressions from the Chatbot Summit

11 Jul 2017

Chatbot Summit Berlin

By Björn Gülsdorff, Head of Business Development

“Your talk was the most down to earth”, an attendee wrote me via the event’s messaging app after I had delivered my keynote “A Hybrid Approach to Machine Learning” at the Chatbot Summit in Berlin.

Now, is that good or bad for a keynote? Shouldn’t I have been breath-taking or ground-breaking or both – instead of down to earth?

Gaging by the talks we had later at our booth, it was a compliment. Creators of chatbots, as well as potential buyers, were happy to see a way out of the current AI craze where unsupervised machine learning seems to be the one and only solution and the power of the human brain is overlooked – and which requires enormous amounts of groomed, relevant data. Read more

AI, Chatbots and the Threat to Your Contact Centre

27 Jun 2017

live chat customer support

By Mandy Reed, Marketing Manager (Global)

Warnings abound about the dangers of artificial intelligence (AI) and smart robots, with industry and academic experts such as Stephen Hawking and Bill Gates expressing concerns about everything from a huge loss of jobs to the end of the human race. Yet in a recent interview with the BBC, Garry Kasparov, chess grandmaster and keynote speaker at last year’s Social Robotics & AI conference, said this:

“Intelligent machines will not make us obsolete but our complacency might.”

So, should we be worried about intelligent machines taking over the world and triggering the end of life as we know it? Read more

APPEX Omnichannel Takes Home Top Catalyst Honours at TM Forum Live! 2017

06 Jun 2017

TM Forum Live! 2017

By Liam Ryan, Head of Sales

Enhancing the omnichannel customer experience should be a goal of every company, but we all know how challenging this can be when it comes to the reality of designing and implementing a consistent and seamless experience. That’s why at Creative Virtual we’re excited to be participating in the APPEX Omnichannel Catalyst as part of TM Forum’s Catalyst Project. And we’re proud to share that the project recently took home the ‘Outstanding Performance’ award in the Customer Centricity & Analytics stream of the Catalyst Program at TM Forum Live! 2017 in Nice, France!

First, a little about TM Forum and the Catalyst Program. Read more

Conversational Commerce for Demanding APAC Customers

23 May 2017

HKCCA International Symposium

By Philip Chuck, Territory General Manager, Greater China

Effortless, Accurate, Seamless, Effective. When it comes to customer service, this is what customers expect. Yet putting the right technology, process and people in place to delight customers presents challenges for companies. This sparked insightful discussions during the 2017 Hong Kong Call Centre Association (HKCCA) International Symposium on 28 April.

One hot topic was the growth of conversational systems – chatbots and virtual assistants – in Asia Pacific. Creative Virtual Founder & CEO, Chris Ezekiel, addressed this in his presentation titled Taking Your Contact Centre into the Future with EASE. He talked about the changes contact centres need to make to meet customer expectations, including best practices for bringing together chatbots and virtual agents with live chat. Read more

Creative Virtual Continues 2017 Digital CX Road Tour – Chicago and Now Indy!

18 May 2017

CX event

By Christina Wilson, Director of Customer Success, Creative Virtual USA

May began with several of our Executive team members traveling to Chicago for the Argyle CX event last week. This was our second time attending the event and again, we were not disappointed by the success we found in the numerous conversations that took place. This year we had the opportunity to Sponsor the event and had the privilege of hearing a great panel that also included one of our very own, Frank Schneider, VP of Customer Experience Solutions. Simultaneously, our sales team attended the Forrester Digital Transformation 2017, also in Chicago, to pick up strategies on innovation and growth in the digital enterprise. Read more

The Era of Intelligent Assistants is Here

10 May 2017

Intelligent Assistants Conference

By Laura Ludmany, Knowledgebase Engineer

As an introduction of the Intelligent Assistants Conference held in London on the 4th and 5th of May, Dan Miller and Derek Top of Opus Research agreed that the era of intelligent assistants, chatbots, and AI has arrived. The biggest catalyst of this was Facebook, when its Messenger platform was opened to chatbots and virtual assistants in 2016. Since then, millions of chatbots can be found on that platform.

In the professional field – in which we tend to use the terms intelligent assistants and virtual agents – machine learning and natural language processing (NLP) are basics. Read more

Creative Virtual’s Annual Digital CX Executive Roundtable Continues Tradition of Connecting Digital Transformation Peers

09 May 2017

Digital CX Roundtable

By Rick Hancock, Enterprise Account Executive, Creative Virtual USA

People were laughing, telling stories, sharing real world experiences amongst their peers at last month’s Creative Virtual 3rd Annual Digital CX Executive Roundtable in NYC.

Tuesday, April 18th kicked off the two-day event. Attendees met at an exclusive cabaret performance that brought us all back to the fun of the Prohibition era. Delicious “in theme” cocktails were delivered to your seat, at pace, in between each skit, which certainly helped get the party started quickly. The cast were very talented Broadway performers who put on an incredible up-close and personal show for us all. Read more

The Future of CX in Asia Pacific: Effortless, Accurate, Seamless, Effective

19 Apr 2017

Hong Kong Call Centre Associations

By Chris Ezekiel, Founder & CEO

Customers in Asia Pacific are more empowered than ever before and are demanding effortless, accurate, seamless and effective service experiences from companies. Organisations need to move away from the traditional model for call centres that is no longer serving customer needs, and embrace a new approach that enables tight collaboration between the contact centre and digital channels.

This will be the focus of my presentation at the upcoming Hong Kong Call Centre Association (HKCCA) International Symposium being held on 28 April. Creative Virtual will be sponsoring the annual conference alongside our partner company Continuous Technologies International Ltd. Read more

Evolving Customer Expectations and the Contact Centre

11 Apr 2017

live chat customer support

By Chris Ezekiel, Founder & CEO

I’ve said it before, and I’ll say it again – the contact centre in its current form is finished. The traditional model for call centres and contact centres is no longer providing the service experience that customers want. This was one of the key themes of CRMXchange’s recent Tech Tank Roundtable, Customer Delight: Live Demonstrations of Breakthrough Innovations. I had the pleasure of joining other industry experts from Aspect and inContact to share new customer experience solutions that are impacting the contact centre.

So, what do today’s customers want? First, they want organisations to offer support on digital channels. Read more

Breakthrough CX Innovations that Create Customer Delight

30 Mar 2017

customer delight

By Mandy Reed, Marketing Manager (Global)

“Customers are increasingly starting their support journeys online and leveraging self-service options, but that doesn’t mean that the need for live agents will disappear. Instead organisations need to implement the right combination of virtual and real support and integrate those channels properly in order to provide personalised and seamless support for customers.”

– Chris Ezekiel, Founder & CEO, Creative Virtual

On Thursday, 6th April 2017 at 7:00 pm UK/ 2:00 pm ET CRMXchange will host a Tech Tank Roundtable webinar titled Customer Delight: Live Demonstrations of Breakthrough Innovations. The live webcast will feature a panel of industry experts, including Creative Virtual’s Chris Ezekiel, showcasing emerging customer experience solutions that are beginning to impact the contact centre. Read more

From Novelty to Proven Self-Service Tool: Creating the Best Virtual Assistant Solutions

29 Mar 2017

Best Virtual Assistant Solutions

By Chris Ezekiel, Founder & CEO

When I founded Creative Virtual over 13 years ago, virtual assistant and chatbot software was still very much in its infancy. We were a pioneer in the industry and over the years have played a key role in the development and adoption of this technology. It has been exciting to experience first-hand the evolution of these solutions from being considered a novelty in the early days to now being a tried and tested tool employed by large enterprises around the world for providing digital self-service.

Over the years, the ingenuity and dedication of the Creative Virtual team has enabled us to improve the conversational abilities of our V-Person™ virtual agents through advances in natural language processing and AI. Read more

AI Costs People Their Jobs!!!

24 Mar 2017

AI Revolution

By Mike Murphy, COO, Creative Virtual USA

You’ve seen the “Technologists” and “Futurists” with their neon-framed spectacles warning us that the Artificial Intelligence (AI) Revolution is going to put all of us out of work. Well…maybe they were right this time! We saw a couple of big news stories just in the last couple of months…first IBM Watson devoured some poor souls at MD Anderson and PWC, then Facebook lost a few fingers in the chatbot gears. The robots did indeed take some jobs…but not in the way the Futurists predicted. These folks were technology casualties because they were operating under the premise that their technology alone can do great things. Read more

Live Chat vs. Virtual Agents: A Story of Overcoming the Divide to Work Together in Perfect Harmony

10 Mar 2017

live chat & virtual agents

By Chris Ezekiel, Founder & CEO

In the not too distant past it wasn’t uncommon to come across organisations struggling to decide between using live chat or a virtual agent on their website for customer support. The customer service marketplace took a very polarised view of these technologies with proponents of each making strong arguments for why their preferred solution was the best for cutting costs, boosting revenue and bettering the customer experience. Even today, some companies still view this as an either-or decision: either they give customers the option to get support online from human chat agents through live chat or they provide a virtual agent so that customers can self-serve online through automated chat. Read more

Improving the Customer and Employee Experience with Live Chat Innovation

03 Feb 2017

National Innovation Awards Live Chat

By Chris Ezekiel, Founder & CEO

Last year Creative Virtual officially introduced our new live chat product, V-Person Live Chat™, to the market and realised our vision of offering organisations the technology to enable seamless, fully-integrated, end-to-end customer engagement. That was an important milestone for the company, and since then we’ve been proud to see organisations use this technology both as a way to improve their customer service as well as to provide better employee support internally.

This week V-Person Live Chat earned us a spot as a finalist in the UK National Innovation Awards’ Live Chat category. Created by the Directors’ Club United Kingdom, the National Innovation Awards recognise business technology innovations and their impact on customer experience, employee engagement, operations performance, product creation and profitable growth. Read more

CXM 2017: Meeting New CX Challenges in India

26 Jan 2017

smartphone users in india

By Shantanu Purandare, Executive Director, India

According to a recent study, the number of internet users in India is expected to reach 600 million by 2020, nearly double the approximately 343 million users currently. A big factor in this growth is the increasing availability and adoption of smartphones. As the world’s second largest mobile phone market, India is predicted to see a growth from 240 million smartphone subscriptions to 520 million by 2020. With more and more customers becoming digitally connected, companies in India are facing new challenges when it comes to building a happy, loyal customer base.

For this reason, creating world-class customer experiences for digitally inspired and demanding customers is the focus of Customer Experience Management 2017, India’s largest customer experience event. Read more