पोस्ट

Digital CX Challenge: Humanising Your Self-Service

By Mandy Reed, Global Head of Marketing

For as long as virtual agents and chatbots have been used by companies to provide customer self-service, they have been criticised for removing the human touch from interactions and taking away the opportunity to build an emotional connection with customers. While some organisations have used that as a reason for not providing automated tools for customer service, they are now facing the reality that more and more customers want – and expect – self-service solutions. This is putting more pressure on organisations than ever before as they try to figure out how to bring together self-service with the human element.

On 3rd October, a new event is coming to London that is focused specifically on this challenge. The Humanising Digital & Self-Serve Conference is a one-day event being held at the Museum of London Docklands. Creative Virtual is proud to be an event sponsor, and Founder & CEO, Chris Ezekiel will present a session titled ‘Conversational AI & the Human Touch’. As someone with many years of experience working with enterprise executives and industry experts, Chris understands the challenges companies face when implementing self-service as part of their digital customer experience strategies:

“This conference is addressing an important aspect of today’s customer experience – keeping the human element even as organisations transition to more digital and self-service solutions. Offering intelligent chatbot and virtual agent tools should never mean a removal of humans from your customer service and support strategy.”

During his presentation, Chris will share industry research and live demonstrations as he explores best practices for combining conversational AI and self-service with the human touch for a seamless, omnichannel customer experience. He’ll help attendees gain a better understanding of:

  • Current challenges companies face when implementing chatbots, virtual agents and live chat
  • Reasons why conversational AI and self-service solutions need a combination of self-learning and human input
  • Tips for selecting, deploying and maintaining successful digital self-service tools

More information and a full copy of the event programme can be found on the Humanising Digital & Self-Serve Conference website. As an event sponsor, Creative Virtual is able to offer our blog readers a discount on tickets – use code Partner150 when booking your pass online.

If you’re unable to attend the event or just want to learn more about how you can bring together humans, AI and self-service in a way that creates reliability and consistency for your organisation and your customers, request a live demo with a member of our expert team.

C+UX: Innovations and Tips for Your Customer Experience Strategy

By Mandy Reed, Marketing Manager (Global)

According to Frost & Sullivan, customer experience will overtake product and price as the number one means of differentiation for organisations by 2020. Companies that get their customer experience (CX) right are rewarded, with 74% of consumers spending more with a business due to a history of good service. While most companies understand the importance of delivering a positive CX, creating and deploying the right tools to create happy customers remains a challenge.

If you’re looking for CX inspiration and help in developing a successful strategy, don’t miss the C+UX Expo taking place in London on 27 & 28 March. Tickets for the UK’s biggest customer and user experience event are free and will give you access to several other co-located events, including the Call & Contact Centre Expo and the Marketing Technology Expo.

Creative Virtual Founder & CEO, Chris Ezekiel will be presenting a seminar on Thursday at 14:00 in Theatre 16, ‘Top Tips for Implementing Chatbots and Virtual Agents in 2019’. Be sure to join Chris as he cuts through the artificial intelligence (AI) and chatbot hype to share best practices for selecting, deploying and maintaining a successful self-service solution. Drawing on demos of live implementations, he’ll cover everything from building your business case to setting your solution up for long-term success.

The Creative Virtual team will also be on Stand 920 both days of the event sharing insights and live demos of our award-winning virtual agent, chatbot and live chat solutions. Our multi-lingual technology can be deployed across touchpoints – web, mobile, social, messaging apps, SMS, contact centre, service desk, IVR and smart speakers – to deliver information quickly and efficiently to customers and employees. Stop by to see some of our current implementations in action and learn how we are helping businesses implement these solutions to create seamless omnichannel engagement.

Tickets for C+UX are free, but you must register in advance through the event website. If you aren’t able to attend the expo but are interested in learning more about how you can optimise digital conversations with your customers and employees, request a personalised demo with an expert member of our team.