Entries by Mandy Reed

Customer Service Week Musings: How does a machine know if it’s wrong?

By Laura Ludmany, Knowledgebase Engineer There are many comparisons dealing with the main differences between humans and machines. One of the recurring points is while humans have consciousness and morals, machines can only know what they are programmed to, hence they are not able to distinguish right from wrong unless they are provided data to […]

Harnessing Human and Machine During the Pandemic

By Rachel F Freeman, Operations Director A direct quote of the explanatory theme for this Customer Service Week says: “The impact of events affecting the world today have changed the way in which companies and their employees engage with customers.” Indeed this is true, and all of us in our businesses and in our personal lives […]

Customer Experience: It’s all about long-term relationships

By Chris Ezekiel, Founder & CEO CX Day and Customer Service Week this year, like everything else, is held with the dark cloud of the pandemic hanging over us. Customer experience has always been a key competitive differentiator, and this has never been more apparent than this year. It’s a true saying that when the […]

Two Thumbs Up for Customer Service Week

By Mandy Reed, Global Head of Marketing Happy Customer Service Week! Today we kick off the annual week-long international celebration of the importance of customer service, the people who deliver that service and the impact it has on successful business practices. 2020 has brought new customer service challenges for companies and altered the way customers […]

The Chatbot & Virtual Agent Experts Have Spoken: Experience Matters

By Rachel F Freeman, Operations Director & Laura Ludmany, Knowledgebase Engineer Whitepapers are designed to be plain-speaking and informative documents spanning an array of subjects. At Creative Virtual, whitepapers are not created too often as they hold a special place in our repository of resources since they offer information that stays valid for a much longer time than […]

A New Ebook and a Conversational AI Success Story During Times of Pandemic

By Mandy Reed, Global Head of Marketing We have all been facing new personal, professional and community challenges this year as we continue to deal with the harsh impacts of a global pandemic. At Creative Virtual, the team has been working hard to help our customers with their challenges related to delivering quality customer and […]

Changing Digital Expectations and CX Trends in 2020

By Mandy Reed, Global Head of Marketing As with many other aspects of life and business, customer experience trends and expectations have been greatly impacted by the global health crisis this year. The closing of physical store and office locations, restrictions on in-person activities, new guidelines to keep contact centre agents safe, rapidly changing information […]

Virtual Agents in 2020: Usage Spikes and the Banking Sector

By Mandy Reed, Global Head of Marketing There have been lots of discussions, articles and analyst deep dives into companies’ digital transformations being driven or accelerated by the COVID-19 pandemic and the associated shutdowns and mitigation efforts. Many individuals have also undergone a digital transformation of sorts in their own lives, relying more on options […]

Introducing the Conversational AI Industry’s Smartest Solution Yet: The Neutrino Release of V-Person™

By Chris Ezekiel, Founder & CEO Today I’m proud to be sharing Creative Virtual’s introduction of the Neutrino release of V-Person™, our innovative virtual agent and chatbot technology. This release delivers the perfect combination of conversational AI, orchestration tools and industry expertise to enable organisations to create customer and employee conversations. It brings together humans […]