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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.

Simply The Best!

By Chris Ezekiel, Founder & CEO

With chatbot companies springing up on an almost daily basis, how do companies select the right one? Well, now the work has been done for you and there’s a clear choice! Frost & Sullivan have recognised Creative Virtual as the Product Leader! And the full report is available for you to download for free. Frost & Sullivan evaluated companies across two key factors, each with five benchmarking criteria. Creative Virtual was rated as ‘Excellent’, receiving an average score of 9.00/10 across these categories. The second and third place companies came in at 8.50 and 8.25.

Frost & Sullivan Best PracticeAs we celebrate our fifteen year anniversary, I cannot think of a better way to start the year (and the celebrations!). Not least because this is the first detailed independent comparison of combined virtual assistant, chatbot and live chat technology; and especially as the competition are some of the world’s largest technology companies. This comes on the back of our Queen’s Award for Innovation, that we were honoured to receive in 2017, and which is a five-year award. I couldn’t be more proud of what our team, together with our customers and partners, have achieved.

We often get asked how we compare with our competitors, and of course we have a lot to say on the subject! – but now with this independent report, the choice for companies wanting to deliver significant business value as well as superior customer experience, is crystal clear!

As a company that prides itself on continuous innovation, we certainly won’t be resting on our laurels. Right now, in our labs around the world, we are working on even more exciting developments that we look forward to bringing to the market soon.

And in the meantime, we’re very much looking forward to shouting about this amazing achievement from the rooftops!

AI-Enhanced Self-ServiceIt’s an honour to be leading a global company that has been acclaimed as the leader, and I know it will also mean a lot to all our great people, as well as our customers and partners who have put their trust in us and worked hard with us to create amazing solutions – which I know have played a pivotal role in this award. I would like to publicly say a big thanks to all our supporters!

For more on this Frost & Sullivan Best Practice Award and why Creative Virtual was selected as the 2019 AI-Enhanced Customer Self-Service Product Leader:

Top Tips for Implementing a Chatbot or Virtual Agent in 2019

By Mandy Reed, Marketing Manager (Global)

Chatbots and virtual agents have proven themselves to be quality self-service solutions, being increasingly implemented by smart organisations to provide support and being increasingly preferred by customers and employees for quick, easy access to information. Many more organisations around the world either have a virtual agent on their 2019 roadmap or are considering adding one. Yet, despite all the success stories, there are also stories of failed implementations and conflicting messages about artificial intelligence (AI) that are giving decisionmakers pause.

The explosion of interest in chatbots over the last several years helped bring attention to the technology but has left the market confused with media hype and a growing number of new, inexperienced vendors trying to break into the industry. It can be difficult to know how to select the best technology and implement it for long-term success, but organisations shouldn’t let this deter them from plans to offer a conversational self-service tool.

Top Tips for Implementing a Chatbot or Virtual Agent in 2019 addresses the most important items organisations should consider when evaluating and deploying this technology with eight actionable recommendations covering topics including:

  • Building your business case around the right key performance indicators (KPIs)
  • Selecting a technology that fits with your roadmap and provides the necessary security and integration options
  • Collaborating with a vendor that can provide expertise beyond just the technology
  • Implementing your solution to create a seamless omnichannel experience
  • Keeping your solution accurate and up-to-date with the right combination of humans and AI

Chatbot and virtual agent technology continues to change quickly, and organisations need to keep in mind that the technology of 2019 is not the same as that of even a few years ago. Educating yourself – and others in your organisation – about the current capabilities and deployment options of these solutions needs to be the first step in your chatbot or virtual agent journey. Companies with failed chatbot implementations or tools that haven’t kept pace with more recent technology developments will also find these eight tips helpful to determine next steps for finding a replacement solution.

Download Top Tips for Implementing a Chatbot or Virtual Agent in 2019 for help with selecting, deploying and maintaining a successful self-service solution this year.

Employee Engagement Remains a Top Priority Alongside Customer Engagement for 2019

By Liam Ryan, Sales Director

Welcoming a new year often goes along with an ‘out with the old, in with the new’ mindset, but two things that are staying hot on companies’ 2019 agendas are customer engagement and employee engagement. This was glaringly obvious at the recent AI & Robotics Directors’ Forum: AI Enhancing Customer & Employee Engagement. From the delicious smoked salmon and cheese bagels served for breakfast to the final moments of the drinks reception at the end of the day, the event highlighted companies’ increased focus on improving engagement across the board.

Customer experience and engagement has been a top priority for most organisations for years, but improving employee engagement is a more recent addition to agendas. Organisations are coming to understand the benefits of providing better and easier support for employees. They are also coming to understand that many of the same digital tools, such as chatbots and virtual agents, that they are utilising to improve their customer experience can also be leveraged to improve their employee experience.

The event agenda featured presentations and panel discussions focused around practical uses of artificial intelligence (AI) in the customer and employee engagement spaces. I was joined at the event by Chris Ezekiel, Founder & CEO, who presented a morning session titled ‘Taking Engagement to the Next Level: Conversational AI for customers & employees’. He shared some insights into the expectations of customers and employees and then took an in-depth look at how organisations can bring everything together to centrally control a consistent, convenient and efficient experience for both customers and employees.

Using a single orchestration platform enables you to deliver consistent information and support across touchpoints and allows you to more easily engage users on the devices, channels and apps they are already using in their everyday lives through chatbots, virtual agents and live chat. For conversational AI to be effective, it must use a hybrid approach of machine learning and human input. The orchestration platform you put in place must allow you to manage that combination of humans and AI so you can deliver the best experience to users and maximise on your investments.

During his session, Chris shared a few live demonstrations to illustrate industry best practices. The best way to really understand how this all comes together is to see it in action, so if you weren’t at the event I encourage you to request a demo. Our team is always happy to arrange a time that works with your schedule so you can experience the ways conversational AI can help you improve your customer and employee engagement.

Our thanks to the AI & Robotics Directors’ Forum organisers for inviting Creative Virtual to take part in your last event of the year!

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 develop and implement our technology. During a recent webinar with Engage Customer, I shared some of those learnings and took attendees through current industry trends and best practices as well as sharing some new innovations. My goal was to show how organisations can orchestrate a seamless and efficient customer experience (CX) across contact channels with chatbots, virtual agents and AI to improve the experience whilst also saving costs.

The virtual agent, chatbot and live chat market is very crowded today with new vendors popping up all the time, and it’s confusing with all the buzz and mixed messages about AI. One of my key tips for any organisation looking at these solutions is that, whether you’re talking about the technology itself or the way chatbots and live chat are implemented and maintained, it’s the people element that’s absolutely crucial. It’s just as much about working with a vendor that can provide consulting expertise as the actual technology. The two need to come together hand-in-hand for a successful project, and that’s something we are very proud to offer at Creative Virtual.

I’m sure it’s not surprising to anyone reading this that over the past several years, customers consistently identify the same factors as being most important when it comes to customer experience and service: efficient, reliable, effortless, flexible. The good news for organisations is that machines, combined with humans, can help them deliver on all these expectations. Another of my key tips is to implement an orchestration platform that can bring together all of your content sources, manage the intents and keep the conversations flowing across all customer touchpoints completely seamlessly in a personalised way and at large scale. The V-Portal™ platform that powers our chatbots, virtual agents and live chat does this while also allowing you to learn from all those conversations going on in real time in such a way that a human, the content owner, works alongside the machine learning component to provide the best possible CX. It’s the machine learning and human curation parts coming together in a hybrid model that makes all of this possible. The orchestration platform is at the heart of creating a seamless and efficient experience.

The best way to understand this is to see real examples, so be sure to watch the webinar recording to see the live demonstrations I shared. You’ll also want to check out the eight recommendations I gave for organisations who are looking to implement chatbots, virtual agents and live chat or want to improve any of those tools they already have in place.

My thanks to Steve Hurst and Engage Customer for hosting this webinar and to all the attendees for their great questions and feedback. You can watch the full recording of Orchestrating a Seamless and Efficient Customer Experience on-demand here.

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 internet access thanks to the power of mother nature which, I’m slightly embarrassed to admit, is giving me a good bit of anxiety about the percentage of battery left on my smartphone – my one connection to knowing what’s going on in the world without actually having to leave my house!

It’s certainly no secret that this new normal of constant digital connection and instant access to information in our personal lives has also changed our expectations for our engagement with businesses and brands. Organisations are facing the challenge of delivering a quality support experience over a growing number of contact channels. Messaging apps, like Facebook Messenger and WeChat, and smart speakers, like Amazon Alexa and Google Home, have been added to existing touchpoints, like the phone, website and social media, instead of replacing them. On top of that, many organisations are struggling with lots of disconnected information sources making it difficult to keep content updated and deliver the right information to customers on all channels. So how can organisations bring this all together to create a consistent, convenient and efficient customer experience?

Chris Ezekiel, Founder & CEO of Creative Virtual, will join Engage Customer on Tuesday, 27 November for a webinar to address this question, Orchestrating a Seamless and Efficient Customer Experience. Through a series of live demonstrations and practical tips, attendees will learn:

  • The benefits of centralising knowledge management control and using a single orchestration platform to deliver consistent support across contact channels
  • Best practices for implementing chatbots, virtual agents and live chat to provide accurate and seamless omnichannel engagement
  • Ways to leverage a hybrid of artificial intelligence and human input to reduce support costs whilst improving conversational engagement

Register now for the webinar Orchestrating a Seamless and Efficient Customer Experience. Can’t attend the live event? Don’t worry, a recording will be sent to all registrants after the webinar.

You can also request a personalised demo to see how our technology can help you deliver seamless, consistent support and increase customer satisfaction scores.

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 proven best practice. This is particularly true when it comes to technologies that are thrust in the spotlight through mainstream media buzz.

The explosion of media hype around artificial intelligence (AI) and chatbots over the past few years – and the subsequent confusion in the customer experience (CX) space – is one of topics Creative Virtual discusses in our article for The Parliamentary Review. The Parliamentary Review is a series of independent British publications which aims to share best practice among policy makers and business leaders. They combine commentaries from award-winning journalists with innovative thinking from industry experts. Creative Virtual was invited to contribute this year as a Best Practice Representative for the technology sector.

Partially spurred by Facebook’s introduction of bots for their Messenger Platform, the media buzz around AI and chatbots has created a renewed interest in the technology over the past couple of years. While this had a positive effect in garnering more attention for using chatbots and virtual agents to deliver automated self-service, it also played a role in creating industry confusion. Some vendors tried to jump on the AI bandwagon, but ended up overpromising and creating unrealistic expectations for AI chatbots.

Based on our experience, we at Creative Virtual knew that pure AI was not the right option for automated customer service, and so we continued to present our hybrid approach of self-learning and human curation of content as industry best practice. This involved us working to educate the marketplace about the realities of the technology and using chatbots to provide a predictable and reliable self-service option, instead of jumping on the AI bandwagon.

Now the initial hype has died down and those unrealistic promises have turned into chatbot pilots that are failing or never got off the ground at all. The decision to stand firm in our hybrid approach to implementing our chatbots and virtual agents in spite of the buzz has strengthened our position as thought leaders and trusted consultants in the industry. It has also allowed the organisations we work with to take advantage of recent AI advancements while also continuing to provide quality self-service experiences for their customers and employees in line with industry best practice.

Be sure to check out our full three-page article in the 2018 Technology Review to learn more about Creative Virtual’s story, how we created a company culture of innovation, teamwork and ownership, and why our future looks bright.

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 gain popularity among consumers. All of those goals involve not only implementing, but also integrating the right customer experience (CX) technologies.

Earlier this month I attended CXtech, a new technology conference and showcase focused on what’s new, what’s working and what’s coming next in CX technologies. One major theme that came up repeatedly during presentations and my discussions with other attendees was that the truth about artificial intelligence (AI) is now been revealed after all the hype, myths and unrealistic claims. The CX industry is coming together in agreement that a hybrid approach is best – using a combination of AI and humans to deliver the best experience for customers. This is the approach we’ve always taken at Creative Virtual, and one that we’ve seen industry analysts and experts talking about more and more recently.

CXtech Chris EzekielChris Ezekiel, Founder & CEO, joined me at the event and presented as part of the ‘Digital Automation, Chatbots and Virtual Assistants’ stream. His session, Digital CX & the contact centre: AI, chatbots, live chat & knowledge management, was well-received by attendees. He talked about the essential components of AI-driven digital transformation in the contact centre and then showed them how organisations are already using our CX technologies through a series of live demonstrations, including one of our customer chatbots working on Amazon Alexa. It’s one thing to listen to someone talking about the possibilities of the technology; it’s another to actually see and experience the solutions working and delivering on those promises.

We had a mix of people from different areas of organisations – the contact centre, digital CX, marketing, etc. – stop by the Creative Virtual stand throughout the day, some expressing that Chris’ presentation showcased ‘exactly what we are looking for’. There was lots of interest in discussing how to support customers on social media and messenger apps like Facebook Messenger. I also spoke with attendees from organisations that aren’t part of the industries we typically see at these types of events, such as public and emergency services. This reflects the change we’re seeing in the CX market as a wider range of industries are feeling the pressures of cultural and digital changes.

Our thanks to the CXtech organisers for putting together a successful event. It was a day of great presentations and insightful discussions, and I especially enjoyed the salmon at lunch!

If you’re interested in learning more about AI-driven transformation in the contact centre, download our latest whitepaper A Chatbot for Your Contact Centre.

And if you’d like to see our chatbot, virtual agent and live chat solutions in action, be sure to request a live demo to arrange a personalised demonstration.

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 sponsor of the AI & Robotics event, Creative Virtual is pleased to be a partner for CXtech this year.

The event brings together thought leadership, innovation and current case studies covering a wide range of CX technologies. In addition to presentations from expert speakers, attendees will also have opportunities to take part in networking sessions and visit the Solutions Showcase to see demonstrations of CX solutions.

Chris Ezekiel, Founder & CEO of Creative Virtual, is one of the expert speaker at the event, presenting as part of the ‘Digital Automation, Chatbots and Virtual Assistants’ stream. His session, Digital CX & the contact centre: AI, chatbots, live chat & knowledge management, will address the essential components of AI-driven digital transformation in the contact centre. Chris will share live demonstrations of chatbot and live chat implementations and discuss industry best practices for implementing successful digital CX initiatives.

The Creative Virtual team will also take part in the Solutions Showcase, providing live demonstrations of our award-winning chatbot, virtual agent, live chat and knowledge management solutions. Be sure to stop by to see some of our current implementations in action and learn how we are helping brands implement these solutions to create seamless omnichannel engagement. We’ll also be sharing tips to help you build a business case for these CX technologies in your organisation.

You can find more information about CXtech and the full conference programme on the CXtech website. If you haven’t registered yet, be sure to use our promotional code CV295 to receive a £300 discount off the price of a single ticket.

If you aren’t able to attend the event in London but want to learn more, we’d love to arrange a personalised demo at a time that works for you.

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 automate customer service! – I wonder about removing the human element completely, especially when it involves the customer doing the work themselves.

This is why I’m not keen on supermarket self-checkouts. After a busy day, I want to switch off and walk around the supermarket with my head in the clouds – not have to scan, weigh, search for butternut squash on the supermarket’s database! And then it often goes wrong, and you have to ask for assistance anyway. It’s just such a bad experience for so many customers. The same with self-check-in at airports. Peeling off luggage labels and making sure they’re attached correctly isn’t my idea of fun.

Getting instant answers to questions instead of having to call or email a company is a great example of where technology does make for a better customer experience, as long as the system can quickly and seamlessly escalate to a human when it doesn’t have an answer. Deploying technology to automate tasks needs to be a win-win for the organisation and the customer: reducing customer service costs whilst improving the customer experience at the same time.

I also wonder about what effect removing the human element altogether could have on our society – who will us Brits have to moan to about the weather?! Luckily customer service chatbots can have a personality and engage in small talk – anything from talking about the weather to politely declining a date.

Yet, it’s not uncommon – or unreasonable – for organisations to worry about losing the opportunity to build human connections with customers as more and more of the experience becomes automated. They need to understand their customer journey and be smart about how they implement automation. In some situations, there is no substitute for engaging with a real human.

As Customer Service Week comes to a close, the challenges of delivering positive customer service experiences will stay top of mind for organisations. There’s no doubt that automation has an essential role in meeting those challenges in our digital, always-on society, but it should be in conjunction with the human element.

If you want to learn more, be sure to check out our newest whitepaper, A Chatbot for Your Contact Centre, and my most recent webinar presentation, Humans & AI: The Perfect CX Power Couple.