Entries by Mandy Reed

APAC Contact Centres Embracing AI and Virtual Agent Technologies

By Philip Chuck, Territory General Manager, Greater China This year the Hong Kong Call Centre Association (HKCCA) has been celebrating their 20th anniversary. Every year this not-for-profit organisation holds the HKCCA Symposium and the HKCCA Award Presentation and Gala Ceremony as part of their mission of advancing the contact centre industry. Creative Virtual was excited […]

Preparing Contact Centres for the Impact of AI

By Mandy Reed, Global Head of Marketing It’s that time of year when shopping centres are transforming into Christmas Wonderlands, children start to worry about being on the Naughty List, and industry analysts make their predictions for the impending new year. It’s only natural to want to know what the future holds – whether it […]

Setting Realistic Expectations for AI-Enhanced CX Technologies

By Maria Ward, Account Manager/Knowledgebase Engineer On 31 October I joined my colleague Liam Ryan at the 2019 CXtech Conference & Technology Showcase, which was co-located with the AI & Robotics Conference, in London.  Even though it was the fourth year Creative Virtual sponsored the joint events, it was my first opportunity to represent the […]

Delivering the Right Information on the Right Channel at the Right Time for APAC Customers

By Chris Ezekiel, Founder & CEO Artificial intelligence (AI) and data analytics are two components of customer experience (CX) plans that have the potential to either create noteworthy improvements to customer engagement or undermine efforts to increase customer satisfaction and loyalty. It’s essential that companies take advantage of the recent developments in these areas but […]

CXtech: Showcasing the Technology Transforming Customer Experience

By Mandy Reed, Global Head of Marketing Technology is changing many aspects of our lives, and customer experience is no exception. The CXtech Conference and Showcase, returning to London for a second year, will explore the technologies changing today’s customer experience (CX) landscape, from design to delivery to analysis. Creative Virtual is pleased to again […]

What are You Doing to Deal with Stress?

By Rachael Needham, Head of Delivery Management A key to good relations with our (yours and mine) clients is dealing with stress. When we’re negatively stressed or stressed out, we are less likely to be friendly, come up with creative solutions, or handle difficult situations well. There is lots of great information about stress and […]

For a Better CX, Get Out of Your Customer’s Way

By Björn Gülsdorff, Chief Business Development Officer It is Customer Service Week, time to give customer service and customer experience (CX) some thought. Wait a minute – even more thought? Isn’t it all about CX these days? It is, albeit lip service most of it. Also, we know we have gone too far when you […]

Meeting Customer Service Expectations in India

By Anand Gupta, Knowledgebase Author India is one of the fastest growing economies of the world but is yet to hit the peak.  Climbing up the ladder of success, and boosting the economy, has been aided by several technologies. They helped in cutting down costs and incorporating quality. Now, as the competition is increasing, maintaining […]

Building a Positive Relationship for Better Customer Service

By Mandy Reed, Global Head of Marketing The relationships you have with your customers directly affect your bottom line. Happy customers are more likely to be loyal, repeat customers and recommend you to their friends, family and social media connections. Every service and support engagement you have with a customer can make or break that […]

The Cycle of a Successful and Harmonious Customer Service Experience

By Rachel Freeman, Operations Director It’s 2019 and time again to celebrate Customer Service Week. It’s Autumn and leaves are falling in the Northern Hemisphere – a testament to the changing seasons of a cyclical and (hopefully) never-ending cycle. The cyclical concept seems apt this week as we mark this week-long celebration again this year […]