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 do so in a thoughtful and strategic way.
The upcoming Hong Kong Contact Centre Association (HKCCA) Symposium is exploring that topic through this year’s event theme of ‘Customer Autonomy’. Creative Virtual will be joining our partner Continuous Technologies at the symposium, which will be held at the Hong Kong Disneyland Resort on 31 October 2019. I’m excited to be invited back to speak at the event for a fifth year.
My session, titled Smart Self-Help for a Seamless, Omnichannel Customer Experience, will take a look at the top trends impacting APAC CX practitioners and the challenge of delivering the right information on the right channel at the right time for customers. I’ll discuss ways companies can leverage recent developments in AI to improve their customer support and show live demonstrations of how companies are doing this today. I’ll also share my top tips for incorporating these technologies into CX strategies for long-term success.
It’s always a pleasure to exhibit at the symposium with Continuous Technologies, and members from both our teams will be there showcasing how our chatbot, virtual agent and live chat solutions can help companies deliver the right information on the right channel at the right time to customers in their native language. Symposium delegates will be able to see demos of self-service tools in multiple languages, including Cantonese, Simplified Chinese and English, as well as talk to us about building a business case for this type of technology within their own organisations. I also encourage anyone struggling with a failing or poor performing chatbot project to stop by the stand and ask about our free consultation workshop.
The HKCCA always hosts insightful events, and this year’s symposium promises to be no different. I’m looking forward to participating for a fifth year and meeting everyone attending. Hope to see you there!
If you won’t be at the event, our team would love to arrange an individual demo to show you this technology in action. You can also check out our Top Tips for Implementing a Chatbot or Virtual Agent for recommendations on taking the next step on your journey to implementing a successful chatbot or virtual agent.