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Fifteen Years & Counting: Navigating the chatbot, virtual agent and AI revolution

By Chris Ezekiel, Founder & CEO

As we celebrate our fifteen year anniversary, I wanted to share with you some of my thoughts on founding and running Creative Virtual.

In those early days, we were focused on winning deals as the plan from the outset was to grow the company organically; although the objective was always to create a global company, so many companies fail or are sold before getting to that point. It’s a testament to the amazing team that I have the good fortune to lead that we have become a global leader.

People come and go within organisations of course, and that’s healthy for both the company and the people. However, there becomes a core backbone of people that make up the fabric – the culture – of what Creative Virtual stands for: passion, innovation and quirkiness are at the heart of everything we do. And the people become the DNA and vice-versa.

There’s also ups and downs of course; growing any business isn’t linear! We’ve certainly had our bumps along the way. People often ask me how I make the tough decisions and how I relax. We all have our own ways – for me it’s a recipe of: spending time with friends and loved ones, running, watching West Ham, physics, snowboarding, photography and art.

I took up running about five years ago, and really enjoy the energy it gives me; I find that being in good shape physically makes a big difference mentally. It also allows me to contemplate and to think about things differently. I find doing completely different things – like painting, which I’m absolutely useless at! – really helps one to switch-off from business. And speaking of DNA…West Ham is in my DNA…so there’s no escape from that as any football supporter will know! It’s another great way, for 90+ minutes, to switch-off from everything else! Spending time with friends and loved ones helps me to put things into perspective – as does my love of physics! Snowboarding gives me my adrenalin rush!

I also love travelling around the world and spending time with our people, customers and partners. It’s an absolute joy working with our great people and some of the world’s leading organisations.

We have been fortunate over the years to win many awards, and it’s so delightful when our customers win awards too. Our customer, Transport for New South Wales, won an impressive three awards for their RITA chatbot during 2018! In 2017 we were honoured with The Queen’s Awards for Enterprise: Innovation. I couldn’t be more proud of what our team has achieved, and it was beyond what I had dreamt for Creative Virtual. Going to the Palace and meeting the Queen, Prince Philip and other members of the Royal Family was incredible. And being a five-year award, we celebrate our fifteen year anniversary in its continuing glow.

Having been a leading company in the establishment of the virtual agent market – and developing best practices in terms how virtual agents, live chat, artificial intelligence (AI) and knowledge management work together to create world-class customer experiences – there is still much more to do as organisations transition from the centralised contact centre model to one where the customer is at the centre of the universe. Helping organisations navigate through this has as much to do with the expertise of our people as the actual technology; and with such an experienced and dedicated team I know we are on the right path to remain at the forefront of the chatbot/AI/contact centre revolution!

Being an optimist by nature, my way of keeping my feet on the ground is to keep in mind the words of the late Nobel Prize-winning physicist Richard Feynman, “The first principle is that you must not fool yourself and you are the easiest person to fool.”

Here’s to the next fifteen years and the new challenges that lie ahead!