Blog

Welkom bij het Creative Virtual blog! Hier vindt u alles wat hot is op het gebied van klantervaring op mobiel, sociaal, web en IVR gebied. We delen hier ook bedrijfsaankondigingen, details over aanstaande evenementen en laten u zien wat er achter de schermen gebeurd.

Het is de perfecte plek om inzicht te krijgen in de branche en in ons bedrijf. Het blog wordt bijgehouden door ervaren en deskundige schrijvers, met af en toe een gastschrijver. Aangezien deze schrijvers van Engelse oorsprong zijn, is ons blog in het Engels.

It’s Time to be Realistic about AI, Chatbots and Live Chat

12 Dec 2017

AI hype

By Chris Ezekiel, Founder & CEO

Recently I had the opportunity to present a webinar with Engage Customer titled ‘AI, Chatbots and Live Chat: Separating Truth from Myth’. I’m sure we can all agree how hot the market is for all things artificial intelligence (AI), chatbots and live chat at the moment. It really is exploding out there! We’re also seeing a lot of confusion, false claims and inflated expectations. My goal during this webinar was to separate the truth from the myth by showing some real-world customer examples and, through a series of live demonstrations, share best practices in deploying chatbots and human assistance for customer support. Read more

AI, Chatbots & Live Chat: Separating Truth from Myth

28 Nov 2017

AI & chatbot truth

By Mandy Reed, Marketing Manager (Global)

“Industry analysts are predicting a huge increase in the number of customer interactions that will involve technologies such as machine learning applications and chatbots over the next five years. Smart organisations are already setting themselves apart from their competitors by incorporating chatbots and virtual agents into their customer support strategies to meet the expectations of digital customers.”

-Chris Ezekiel, Founder & CEO, Creative Virtual

Everywhere you turn, there seems to be another article pushing artificial intelligence (AI) or another analyst forecasting an increase in machine learning to improve customer experience and engagement. But, if you feel like the hype doesn’t always match up to the reality, you aren’t alone. Read more

[Meet the Team] Rebekah Needham: Deploying Virtual Agents and Chatbots Around the World

22 Nov 2017

Rebekah Needham

By Mandy Reed, Marketing Manager (Global)

Creative Virtual is one of only four companies in London to be recognised by The Queen’s Awards for Enterprise in the category of Innovation in 2017. The company was selected for this honour not only for our innovative technology, but also because of the hard work and dedication of our global team. Creative Virtual’s experienced, expert team is what sets the organisation apart from others in the industry. As part of the five-year celebration of our Queen’s Awards for Enterprise, we’re talking with some members of the Creative Virtual team about the technology, their involvement in the industry and what winning this award means to them. Read more

A Tale as Old as Time: Striving for the Best Customer Service

21 Nov 2017

digital customer service

By Rachel F Freeman, Operations Director

Every year across sectors, buzz words crop up, trends start and people look to see what is or isnt the next best thing on the market – whether it be an innovative piece of machinery, the next best app, an idea to revolutionise the way we operate in a work space or indeed what we eat in order to be more efficient and focused (does a group huddle or corporate run before indulging on beetroot and chia seed smoothies sound familiar?).

Ideas keep coming, which is wonderful, and in the world of technology it is imperative to keep things fresh and dynamic in order to be responsive to the ways of the marketplace. Read more

Good, Better, Best. How Does Your Self-Service Rank?

14 Nov 2017

best self-service

By Mandy Reed, Marketing Manager (Global)

“Good, better, best. Never let it rest. ‘Til your good is better and your better is best.”

I have very distinct memories of my mother repeating this saying to us kids when we were growing up and, in a classic ‘I’m turning into my mother’ moment, found myself saying it to my niece a few weeks ago as well. I think we can all relate to striving to be our best and the great feeling of having someone else acknowledge our hard work to get there. Creative Virtual takes great pride in the self-service technology we provide, and so it’s an honour to be named Best Self-Service Solutions Provider – UK by the 2017 TMT Technology Awards. Read more

Reshaping Customer Engagement Priorities in the Financial Sector

31 Oct 2017

HKIB Banking Conference

By Philip Chuck, Territory General Manager, Greater China

“Changing World, Reshaping Priorities” was the theme of the 2017 Banking Conference hosted by Hong Kong Institute of Bankers (HKIB) at the end of September. The conference looked at how the financial services industry can reshape their priorities, try new business models and better leverage technologies to improve operational efficiency and profitability against the backdrop of shifting customer preferences and economic policies. Creative Virtual had the privilege of joining HKT at the annual conference to meet with hundreds of bankers interested in digital transformation.

One key concern voiced at the conference was the need for a better customer engagement strategy. Read more

Resisting Change Can Spell CX Disaster

26 Oct 2017

CX change

By Mandy Reed, Marketing Manager (Global)

Over the summer, one of my Netflix obsessions was ‘Call the Midwife’, a TV drama that follows a group of midwives working in London’s East End during the 1950s and 60s. There often seemed to be a conflict between the traditional customs or ways of thinking and modern ideas that drove the storyline of the episodes. For example, patients resisting new medical practices such as giving birth in a maternity home instead of at home or the older generation of midwives dismissing the younger nurses’ ideas on topics like allowing husbands to be present for the birth. Read more

[Meet the Team] Jeff Clifford: Over Ten Years of Building and Implementing Natural Language Virtual Agents

19 Oct 2017

Jeff Clifford

By Mandy Reed, Marketing Manager (Global)

Creative Virtual is one of only four companies in London to be recognised by The Queen’s Awards for Enterprise in the category of Innovation in 2017. The company was selected for this honour not only for our innovative technology, but also because of the hard work and dedication of our global team. Creative Virtual’s experienced, expert team is what sets the organisation apart from others in the industry. As part of the five-year celebration of our Queen’s Awards for Enterprise, we’re talking with some members of the Creative Virtual team about the technology, their involvement in the industry and what winning this award means to them. Read more

Chatbots are Transforming the Way Mobile Apps are Built and Used

12 Oct 2017

mobile apps

By Mandy Reed, Marketing Manager (Global)

“By 2021, more than 50% of enterprises will spend more per annum on bots and chatbot creation than traditional mobile app development.”

As one of Gartner’s top strategic predictions for 2018 and beyond, this projection really drives home the fact that chatbots are more than just a passing fad. Gartner explains that chatbots are becoming the face of artificial intelligence (AI) and transforming the way apps are built. Forward-thinking organisations are staying a step ahead of their competitors by examining their digital strategies and finding ways to incorporate chatbot technology into their customer engagement plans. Read more

Don’t Worry, the Customer Only Wants You to Be Perfect

06 Oct 2017

customer expectations

By Scott Tompkins, Enterprise Account Executive, USA

So…. I have this diploma and now have no idea what to do! Anyone else been there after graduation? Being from Delaware, I thought I would try my hand at one of the many financial service companies that call the First State home. My interview seemed to go well and as it was concluding the hiring manager asked me to sit with one of her agents for 30 minutes so that I would have a better understanding of what I would be doing in this role. I sat down and listened to “Steve” take his first call. Read more

Excellent Customer Service: What’s the secret to achieving success now and in the future?

05 Oct 2017

customer service success

By Susan Ott, Customer Success Manager, USA

Often, customer service can be a challenging world. Solving problems, providing information, making sure things run smoothly…it’s not always easy.

When I take a moment and think about companies that emanate unmatched customer service, I see an atmosphere in which employees and management alike are engaged on the front lines with their customers. Pride in the company you work for should always be at the forefront of every interaction. That emotion of pride instills a sense of teamwork and customers can feel it!

Companies who employ individuals who go above and beyond will always win me over. Read more

Postcard From Las Vegas: Happy Customer Service Week!

04 Oct 2017

Las Vegas

By Claudia Ramos, Senior Customer Success Manager, USA

When I got news that I’d be relocating with my family to Las Vegas, NV, I was thrilled with the possibility of finally breaking out of the Contact Center world and embarking on my new dream. I envisioned my big entrance in the Hotel Bizz. Dreams aside, I had to provide for my family. The reality of a crashing economy shattered my dream of working in a new exciting field. I knew that I had become great at something I did not like so much anymore. So, I accepted a Contact Center Manager job that paid 50% less than what I was making previously. Read more

Time Back To Do The Important Things

03 Oct 2017

family time

By Christina Wilson, Head of Customer Success, USA

As a busy, working mom of three daughters, I am always challenged to find more time. Time for dinner, kid’s activities, bill paying, going to the gym, excelling at work, you get the picture. I am equally challenged to make certain I am focusing on the important things. It is an exhausting, emotional and rewarding journey!

I am very passionate about finding ways to steal back time in my day to keep the main thing the main thing. I think that is why I find my job so rewarding. I spend my days helping clients build Customer Service strategies that give people their time back, allowing them to go to their son’s soccer game or watch their 3rd grade daughter’s Fall play instead of spending their evening on hold for hours with a Customer Service representative. Read more

#CXDay: Listening to Voice of Employee to Drive Better Customer Experiences

03 Oct 2017

CX Day

By Mandy Reed, Marketing Manager (Global)

Happy CX Day! Today marks the annual global celebration of the companies and professionals that create great experiences for their customers. The impact customer experience has on building and retaining your customer base can’t be ignored, especially in today’s world of digitally-savvy, technology-empowered consumers.

Developing and implementing Voice of Customer (VoC) initiatives has helped many organisations improve their customer experience over the years by capturing valuable feedback and actionable insights. More recently though, smart companies are coming to realise that Voice of Employee (VoE) can also have a powerful impact on their customer experience strategy. Read more

“Thank you for calling..this is Mike, how can I help?”

02 Oct 2017

customer service

By Mike Murphy, CEO, USA

Taking customer service calls is a lot harder than you imagine it would be. No one is particularly happy to be speaking with you, and they get a little less happy with every passing second. I’ve said it many times…being a call center agent was the most difficult, challenging, and rewarding job I’ve ever had. The goal is to warmly greet a stranger, figure out which of the hundred or so possible issues they need help with, convey empathy in an honest way, talk them through a resolution, wrap the call with appropriate branding and thank them for being a customer…and do it all in 12 minutes, before picking up the next call with the same level of energy…rinse and repeat 30 or so times in a shift, unwillingly do the same in your dreams at night, and start again the next day without missing a beat. Read more

Nobody Puts the Customer in the Corner

02 Oct 2017

Customer Service Week

By Mandy Reed, Marketing Manager (Global)

Happy Customer Service Week! Each year the first full week of October brings the week-long international celebration of the importance of customer service and the people who operate by the motto ‘Nobody puts the customer in the corner’ by providing great customer service every day of the year. From those who provide face-to-face service to those working in contact centres to those responsible for supporting self-service channels, delivering quality customer service is a team effort, and we salute you all.

As we shine the spotlight on customer service professionals this week, let’s take a look back at some of the trends, tips and statistics we’ve shared on customer support and the contact centre over the past year with our annual blog post roundup:

  • The Future of the Contact Centre – Technology is altering the way customers engage with brands and increasing their demands for instant 24/7 customer service.
Read more

Improving Engagement and Empowering Your Team

28 Sep 2017

empower CX team

By Liam Ryan, Sales Director

Every day I speak with organisations going through digital transformations, particularly in regards to their customer service initiatives. Selecting the right software and working with a knowledgeable provider can make or break these efforts. Organisations need technology solutions that are cutting-edge but that also complement existing systems and infrastructure.

This is exactly what we do at Creative Virtual, and I am proud to share that it has earned us a spot as a finalist in the category of ‘Software Innovation of the Year’ in the 2017 Digital Entrepreneur Awards (DEAs)! To be shortlisted, we needed to demonstrate that our software improves engagement and output, and empowers individuals and teams, which fits perfectly with our company vision. Read more

Celebrating Innovation, the Queen and the Dedication of a Global Team

27 Sep 2017

Creative Virtual

By Chris Ezekiel, Founder & CEO

Oh what a night! Last week Creative Virtual hosted a celebration of our Queen’s Awards for Enterprise: Innovation 2017 with an amazing group of people representing 14 different nationalities coming together in London for the festivities. It was another proud moment for the company and me personally, and an evening that will long live as one of the best in Creative Virtual’s history.

As a lifelong West Ham supporter, I knew the evening was destined to be a success when we turned up at the venue to setup and saw Trevor Sinclair and Joe Hart there filming for Football Focus! Read more

Cutting Through the AI Hype

19 Sep 2017

AI & Robotics

By Liam Ryan, Sales Director

Last year when I attended the Social Robotics & AI conference I had the pleasure of speaking with Professor Noel Sharkey which brought back memories of being a contestant on Robot Wars. This month I attended the event, now called AI & Robotics THE MAIN EVENT, for a second year and again got to hear Professor Sharkey speak. This time I started reminiscing about my appearance on Techno Games where he was also a judge. I was also very aware that the robot my team entered into that competition back in 2002 seemed like a child’s school project when compared with the robots at this event! Read more

Is the Contact Centre Part of Your Digital Transformation Programme?

15 Sep 2017

contact centre

By Chris Ezekiel, Founder & CEO

I say this every year, but the Technology Innovation Showcase webinar Creative Virtual does with CRMXchange is one of my favourite webinars to present. This was the fifth year running that we’ve participated in the webcast series, and it was our most popular one yet with a record-breaking number of registrations. I love this webinar because it gives me a chance to share more live demonstrations than slides, and I know the best way to understand how our technology works and what it can do for customers and organisations is to see it in action. Read more