Entries by Mandy Reed

Delivering Self-Service During the COVID-19 Uncertainty, Part 2: Supporting Contact Centre Agents

By Chris Ezekiel, Founder & CEO In Part 1 of this series, I talked about the immense pressure organisations are under to deliver quality service and support over digital channels during this period of coronavirus-related quarantines, lockdowns and stay-at-home orders. We took a look at some of the benefits of using AI-enhanced chatbots and virtual […]

Delivering Self-Service During the COVID-19 Uncertainty, Part 1: Supporting Customers

By Chris Ezekiel, Founder & CEO We are currently living in unprecedented times as countries and communities around the world deal with quarantines, lockdowns and stay-at-home orders because of COVID-19. Businesses and brands of all sizes and across industries face new challenges as offices and physical locations close. For some, the flexibility and robustness of […]

A Successful Self-Service Strategy Requires Looking at the Bigger Picture

By Mandy Reed, Global Head of Marketing Businesses around the world are navigating through unchartered and very uncertain waters at the moment, making difficult decisions and trying to stay afloat. With physical offices and locations closed, many are struggling with the influx of customer questions to their contact centres – an issue that may be […]

Recognition, Acceptance and Delivery: The RAD approach for continued innovation

By Rachel F Freeman, Operations Director Accolades and list rankings can never be taken for granted no matter how often a company appears on industry recognised lists or is selected for voter’s choice awards. Indeed, even direct positive customer reviews and feedback should be treasured as unique and appreciated even if hundreds or thousands are […]

A Partnership for Industry-Leading Voicebot Solutions

By Gary Williams, Director of Sales and Consultancy UK and Ireland, Spitch When Mandy Reed invited me to do a guest blog, I was quite honoured and of course jumped at the chance, so Thank You once again Mandy. The significance of this post is that it coincides with the announcement of a partnership between […]

Employee Engagement, Employee Experience and Employee Self-Service

By Mandy Reed, Global Head of Marketing Over the past several years companies have begun to place more importance on their employee experience and to make more strategic investments in employee engagement initiatives. There are lots of benefits to improving your employee experience, from increased staff retention to the knock-on effect on your customer experience. […]

Hindsight May Be 20/20 But CX Needs a 20/20 Vision

By Mandy Reed, Global Head of Marketing They say hindsight is 20/20, but companies can’t afford to rely solely on hindsight when it comes to their customer experience (CX). They should, of course, learn from past successes and failures and pay attention to the feedback from both customers and employees. However, that’s not enough to […]

Happy Sweet Sixteen, Creative Virtual!

By Chris Ezekiel, Founder & CEO “Tra la-la-la-la, la-la-la-la, Happy birthday sweet sixteen,” sings Neil Sedaka in his hit song. Those lyrics popped into my head as I contemplated the sixteen years I’ve spent growing Creative Virtual since founding the company in London’s East End. I’m most proud of building a successful, world-leading company over […]

Merry Christmas from the Creative Virtual Team!

As we come to the end of the year – and the decade! – all of us at Creative Virtual want to extend a big thank you to all our blog readers, customers and partners for being a part of our 2019! We kicked-off the year with our 15th anniversary celebrations and soon followed that […]