Entries by Mandy Reed

A Look Back: 2018 in Review

By Mandy Reed, Marketing Manager (Global) As 2018 is quickly coming to an end and planning for 2019 continues to move full steam ahead, it’s time once again to take a moment to slow down and look back over the past year. It’s been another exciting year not only for Creative Virtual as a company, […]

The Platform at the Heart of a Seamless and Efficient Customer Experience

By Chris Ezekiel, Founder & CEO There’s such a buzz around artificial intelligence (AI) and chatbots today, and it’s certainly a space that has changed a lot since I founded Creative Virtual 15 years ago. The learnings we have gained over the years are an important differentiator for our company and positively influence how we […]

Orchestrating a Seamless and Efficient Customer Experience

By Mandy Reed, Marketing Manager (Global) We live in an always-on world with instant access to information and news and trending hashtags always at our fingertips. There have been numerous studies done about the effects of digital devices and the growing need to always feel connected. As I’m writing this, I have no electricity or […]

Jumping on the Bandwagon isn’t the Same as Following Best Practice

By Mandy Reed, Marketing Manager (Global) Every industry has best practices – guidelines, methods or techniques accepted as the most efficient and effective way to accomplish a desired result. Sometimes when something new comes along or starts to get industry attention, the hype can make it easy to confuse jumping on the bandwagon with following […]

Integrating the Right Customer Experience Technologies

By Liam Ryan, Sales Director It’s impossible to talk about customer experience without also talking about technology. Companies and brands are looking to provide a complete omnichannel experience for those at a desk and on the move, deliver quality service and support to digitally-savvy customers and remain competitive as a growing number of contact channels […]

Creating Intimacy with APAC Customers Through Artificial Intelligence

By Chris Ezekiel, Founder & CEO It’s more important than ever for organisations in Asia Pacific to connect with digital customers and create a convenient, efficient and seamless customer experience. When implemented properly, chatbots are a powerful tool to bring together the contact centre with self-service channels and navigate language and culture barriers to create […]

CXtech: Exploring Technologies that are Transforming Customer Experience

By Mandy Reed, Marketing Manager (Global) CXtech, a new technology conference and showcase, is coming to London on 12 October. Co-located with AI & Robotics: The Main Event, CXtech will explore what’s new, what’s working and what’s coming next in customer experience (CX) technologies as companies are connecting with customers like never before. Previously a […]

Automation Shouldn’t Force Customers to do the Work Themselves

By Chris Ezekiel, Founder & CEO Customer Service Week was celebrated this week along with Customer Experience Day (CX Day) on 2nd October. These annual events got me contemplating on the future of customer service. Whilst I’m all for automation – as you would expect from someone leading a company that develops chatbot technology to […]

A Chatbot for Your Contact Center

By Mandy Reed, Marketing Manager (Global) Contact centers around the world are celebrating Customer Service Week this week, recognizing their agents who deliver service and support to customers all year long. But many of those contact centers are missing an important team member. A team member who never needs a day off, who doesn’t get […]