A Look Back: 2017 in Review
By Mandy Reed, Marketing Manager (Global)
The end of 2017 is quickly approaching and so, as has become our tradition, it’s time to take a look back at Creative Virtual’s year. To say this has been an exciting and busy year for us, our customers and our partners would be an understatement! 2017 will go down as one of the most important years in Creative Virtual’s history, so let’s take a look at some of the year’s highlights.
By far our biggest company announcement came in April when we were officially recognised as the winner of The Queen’s Awards for Enterprise: Innovation 2017! The Queen’s Awards for Enterprise is the UK’s most prestigious business award for British companies, and we were recognised for innovation for our V-Person™ and V-Portal™ technology. Over the summer, our Founder & CEO, Chris Ezekiel, and CTO, Peter Behrend, attended a Royal Reception at Buckingham Palace for the winners and got to meet Her Majesty the Queen and several other members of the royal family. In September, the company hosted our official award ceremony and celebration, bringing together Creative Virtual team members from around the world, customers, partners and a variety of other guests in London. Mr Leslie Morgan OBE DL, Deputy Lieutenant of Greater London, presented our award on behalf of the Queen, and Jim Fitzpatrick, our local Member of Parliament (MP) for Poplar and Limehouse, also said a few words.
Creative Virtual was recognised by a variety of other awards programmes this year as well, being named ‘Best Customer Service Solutions Provider 2017’, ‘Most Innovative Customer Support Tool: V-Person Live Chat’, and ‘Best Virtual Assistant Solutions Provider 2017’ among others. We were also a proud part of the APPEX Omnichannel Catalyst which took home the Outstanding Performance in the Catalyst Program award at TM Forum Live! 2017.
Two individual members of our UK team were recognised by independent awards programmes this year for their contributions to Creative Virtual. Rachel F Freeman, Operations Director, was a finalist in the Women in IT Excellence Awards in the category of ‘Hero of the Year (SME)’ for demonstrating excellence in her support of others and going beyond the call of duty to achieve a business goal. And I was honoured to be named ‘Best CX Solutions Business Marketer – UK’ in the 2017 Business Woman of the Year Awards for my success in driving brand recognition, thought leadership and lead generation activities. It was certainly a big year for award wins for us as a company and individually!
While we enjoyed celebrating – and walking the red carpet! – this year, we were also busy sponsoring and hosting industry events and delivering thought leadership presentations in 11 different countries – India, the United States, Hong Kong, the United Kingdom, Malaysia, France, Luxembourg, Singapore, Germany, Australia and Hungary. Our fifth annual Technology Innovation Showcase webinar (Chatbots, Virtual Agents and Your Contact Centre) with CRMXchange had a record-breaking number of registrations, highlighting the huge surge in interest in chatbots, virtual agents and artificial intelligence (AI). You can still watch that webinar on-demand, as well as our most recent webinar AI, Chatbots & Live Chat: Separating Truth from Myth.
While there has a marked increase in interest in chatbots and virtual agents this year, there’s also a lot of confusion, unrealistic expectations and false promises being perpetuated in the marketplace. We drew on our expertise to share a realistic view of AI and chatbots in the customer space in our whitepaper AI, Chatbots and Virtual Agents: The Threat to Mankind and the Contact Centre. Founder & CEO Chris similarly tackled this topic in a column for CMRXchange, Are Chatbots, Virtual Agents and Artificial Intelligence Threats to Your Contact Centre?. Chris also shared his expertise in interviews with ReadITQuik and The Wharf Newspaper, and Mike Murphy, CEO of Creative Virtual USA, shared his thoughts on the industry in a CRMXchange Executive Interview. Following on the heels of our launch of V-Person Live Chat last year, early in 2017 we created a new video showing how you can combine self-service virtual agents and human-assisted channels to deliver a fully integrated support experience.
This year we welcomed a number of great organisations to our expanding Global Partner Network. Our V-Person Family continued to grow throughout 2017 with new virtual agent and chatbot deployments across the globe in a variety of languages, and our collaborations with current customers resulted in new features and functionality being added to existing installs. This year Motability Operations’ award-winning ‘Ask Mo’ and National Rail Enquiries popular ‘Ask Lisa’ virtual agents both celebrated their 10th birthdays. REST Industry Super’s virtual agent Roger played a part in two award wins for them this year: ‘Best Innovation Super Feature’ in Money Magazine’s Best of the Best Awards and ‘Best Fund: Innovation 2017’ in the Chant West 2017 Super Fund Awards.
As he does every year, Founder & CEO Chris took the award for most travelling as he once again flew around the world visiting with the Creative Virtual team, partners and customers and taking part in a number of different events. In November, he also added a new job title to his CV, taking on the role of monthly technology columnist with The Wharf Newspaper.
I hope you’ll take a few minutes to check out our 2017 in Review photo album on the Creative Virtual Facebook page. We’ve compiled shots from our official presentations and events as well as our fun group activities and award celebrations – everything from Founder & CEO Chris meeting to Queen to him taking a pie in the face during our fundraising efforts for the RSPCA. There will still be more photos to come, so be sure to like our Facebook page so you don’t miss any.