Entries by Mandy Reed

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 […]

A Look Back: 2019 in Review

By Mandy Reed, Global Head of Marketing The new year is just around the corner, which means it is once again time for our annual look back over the past 12 months. 2019 was another busy and exciting year for Creative Virtual and the chatbot, virtual agent and live chat industry. It’s always difficult to […]

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 […]