The Wharf Innovation in Business Awards: Local Boy Makes it Big!

By Chris Ezekiel, Founder & CEO

Back in July we received the exciting news that Creative Virtual had been shortlisted for The Wharf Innovation in Business Awards, a new awards programme celebrating the hard work and ingenuity of companies in Canary Wharf, in the category of Medium-to-Large Business. On my walk back to our offices after my interview with the judges, I was reminiscing about the Wharf, growing up on the Isle of Dogs and starting the company here nearly thirteen years ago. It all made me feel like my own ‘hometown kid does good’ story!

Last week Liam, our Head of Sales in the UK, donned his tux (a little reluctantly!) and joined me for the glittering black tie dinner and awards ceremony at the Radisson Blu Edwardian New Providence Wharf. We were hopeful as we sipped our champagne and snapped a selfie, but not truly expecting to win. I was on the edge of my seat as Levi Roots (of Reggae Raggae Sauce fame) began to announce the winner of our category by first reading the glowing words from the judges and then revealing the company name – We Won!!

“Creative Virtual may be the most successful Canary Wharf company you’ve never heard of. This giant was in the tech business almost before the sector existed but its years of research and development mean it is now superbly placed to take advantage of cutting edge customer expectations and experiences.”

The timing of this awards ceremony and our win is especially meaningful to me. I had just arrived back that morning from a couple of days in New York meeting with some of our US team, and I fly out of London to Australia, which is a hot market for us right now, next week for meetings and a visit with the team there. Growing Creative Virtual into a global company is exciting and a great accomplishment for the all the people who work at Creative Virtual, and there’s no better feeling than coming home to win a local award. I’m extremely proud of keeping the company headquartered here and growing it from our base in Canary Wharf.

The Wharf Innovation in Business AwardsThe market for our smart customer engagement solutions has been exploding as of late, and it’s nice to have this emerging area and technology honoured in this way. It’s important for organisations who are working hard to make their mark while helping to define a new sector to be recognised by with this type of award. I thank the judges for taking the time to understand what it is that we do at Creative Virtual and for being brave enough to recognise our industry-changing technology and its growth potential in the future, despite it being a new area.

But the true hero in this story isn’t the technology, it’s the people. I don’t want to sound too soppy, but Creative Virtual is where it is today because of the hard work and dedication of our team. They are the ones that have put in the years of research and development, built great relationships with our customers and brought innovative ideas to our solutions. While I hope I have provided the guidance to make it all happen, an award like this really underlines the importance of having great people working for your company.

Winning The Wharf Innovation in Business Awards is an amazing achievement for Creative Virtual as well as for me personally. After accepting the award, Liam and I celebrated until the wee hours of the morning – my jetlag and his missed bedtime long forgotten! Liam even commented that he had never seen me that happy before. I was so thrilled with our win that I slept with our award that night and had to pinch myself in the morning to make sure it hadn’t been a dream. It was exciting to share the award with the team in the Canary Wharf office and send photos to those working remotely and in our other offices. I’ve been spending the weekend and this week showing it off to my family and friends! They all know The Wharf newspaper, so I’m sure they are picturing the same headline as me as they admire the award: Local Boy Makes it Big!

My thanks to The Wharf, the judges and all of the award sponsors for honouring us as your Medium-to-Large Business and for putting on a fabulous dinner and ceremony. But more importantly, this East End boy thanks all of Creative Virtual’s employees, customers and partners around the globe. Without you, this win wouldn’t have been possible.

I hope you’ll take a look at our photo album and read our official announcement about Creative Virtual’s big win.

Medium-to-Large Business winner

It’s Time to Celebrate Customer Service Week

By Mandy Reed, Marketing Manager (Global)

Happy Customer Service Week! Today starts the annual week-long international celebration of the importance of customer service and the role it plays in successful business practice. This week we recognise all the hard work customer service professionals do to serve and support customers on a daily basis. Every good customer service professional knows that if you don’t take care of your customers, someone else will – and that someone else is going to be your competitor.

Delivering excellent customer service and support is a team effort, from employees that interact with customers face-to-face to live agents working in the contact centre to those responsible for developing and maintaining self-service solutions. Customer service is a key aspect of a company’s overall customer experience, and one that often determines if customers stay or if they leave for a competitor. Customer Service Week is the perfect time to revisit some of the customer service tips, trends and statistics shared over the past twelve months with a blog post roundup:

  • The Contact Centre in its Current Form is Finished – Seamless, personalised smart assistants will increasingly automate everything the current contact centre offers, but this change won’t happen overnight. Organisations need to get on-board with this transition in order to give customers the effortless interactions they demand.
  • Virtual Agents and Human Agents Join Forces for Customer Service in 2016 – Forrester reported that in 2015, web and mobile self-service interactions exceeded those over live-assist channels. Conversations with live agents were more frequently initiated as escalations when self-service options proved unsuccessful. With a combination of virtual and human agents, organisations can create a seamless, personalised and convenient customer service experience.
  • 5 Questions to Ask About Digital Customer Service Improvement Plans – Digital tools allow us to serve customers better than ever before, but you need to ensure you choose the right solution and engage the right experts to help deliver on its promise. Asking the right questions before implementing a new digital customer service improvement plan will help you gain a clearer sense of how you can take better care of your customers.
  • It’s Time to Embrace Digital Channels and Build Smart Help – Traditionally companies have invested millions in their contact centres in order to build their customer support capabilities. As customers have moved to digital channels, this approach is no longer enabling them to meet customers’ expectations. Organisations need to embrace the digital channels and build smart help online.
  • Customer Service for the Millennium – There’s lots of buzz about the customer service expectations of Millennials. With this generation outnumbering Baby Boomers by nearly 8 million people, companies need to pay attention to these expectations in order to drive sales and increase loyalty.
  • Messaging Apps: Over 3 Billion Users and Counting – With over 3 billion users around the world, messaging apps are quickly growing in popularly and provide a great new opportunity for brands to engage with their customers. Chatbots and virtual agents are perfect tools for offering self-service through both messaging apps and SMS, and can help organisations provide seamless, omnichannel support when implemented correctly.

Messaging Apps: Over 3 Billion Users and Counting

By Mandy Reed, Marketing Manager (Global)

Times are a-changin’. After a transatlantic phone call with me several years ago, my now 94-year-old grandfather marvelled to my parents about how clear the line was and how easy it was to understand what I was saying. It was nothing like the international calls he used to get from his sister many, many years earlier! Compare that with the expectations of my 4-year-old niece. I recently had to explain to her what a payphone is (or was!). For her, it’s normal to be able to FaceTime with me even if we have the Atlantic Ocean between us.

Technology is changing and so is the way we communicate with each other. There certainly is a generational change taking place. With over 3 billion users around the world, messaging apps are quickly growing in popularity. A recent Forrester report identified the top three apps as being WhatsApp and Facebook Messenger with more than 1 billion active users each, and WeChat with 806 million active users. Users are increasingly turning to these and other messaging apps to communicate with each other. While one study found that consumers currently prefer SMS over messaging apps for communicating with businesses (see chart below), the results showed that they are also open to engaging with companies through these platforms too.

Mobile messaging with businesses

So why should organisations care? According to Forrester’s The Future of Messaging Apps report, messaging apps combine the three keys to powerful digital relationships: frequency of use, emotional connection and convenience. This makes them a prime channel to deepen conversations with customers. In China, a typical customer in a metro area spends 10.4 hours a week using WeChat and over half of them open the app more than 10 times per day. Messaging apps are also achieving some of the highest interaction rates for both UK and US customers according to Forrester. Brands would be foolish to ignore this opportunity to allow customers to engage with them through these platforms.

Earlier this year Facebook created a buzz with their announcement of chatbots to allow businesses to deliver automated service and support to customers through Facebook Messenger. While technologies such as natural language processing, machine learning, AI and semantic search are currently viewed as being part of a separate market, Forrester sees them as blurring the lines between messaging apps and chatbots in the future. With the popularity of apps like Facebook Messenger and WeChat, it’s likely that these will be the platforms where customers will cultivate their expectations of AI-based tools, such as intelligent virtual agents.

Chatbots and virtual agents are perfect tools for offering self-service through both messaging apps and SMS. For companies already providing these solutions on other channels such as their website, it’s a no brainer to extend the virtual agent to a messaging platform. By using the same knowledgebase, organisations create consistency across channels and eliminate the cost and time involved with maintaining separate tools. For companies not currently offering a virtual agent, messaging apps are a great way to introduce customers to self-service chatbots. And because the same knowledgebase can be used for self-service across other customer contact channels, they can quickly and easily deploy their conversational virtual agent to those channels to create a consistent experience and maximise their investment.

Companies do need to be careful though when selecting a chatbot solution for platforms such as Facebook Messenger and WeChat. Deploying a siloed solution that’s not integrated with other systems can be detrimental to the ultimate goal of providing a seamless, omnichannel experience. The five point checklist Choosing a Virtual Agent Solution for Instant Messaging Platforms and SMS outlines some important questions for organisations to ask before adding a chatbot to these channels.

As Forrester analyst Thomas Husson writes on his blog, “Messaging apps will introduce a paradigm shift for marketers where interactive and contextual conversations will replace ad broadcasting. New conversational interfaces will drive deeper relationships between consumers and brands.” Times are a-changin’ and organisations that don’t change with them are going to be left in the dust.

6 Foolproof Customer Engagement Strategies Using Chatbots

By Frank Schneider, VP of Sales, North America

Since the rise of AI applications in the business world, chatbots’ influence on customer engagement has been a hot topic. Enterprises using or considering AI virtual assistants must have an effective plan for improving customer engagement.

Below are a few tips to help your virtual agents create a first-class customer experience.

  1. Start with mobile

Many large, older organizations make the mistake of believing that their virtual assistants should be configured first and foremost for desktop use. However, Google announced in 2015 that mobile had surpassed desktop in search traffic in several large countries. Research from April 2016 shows that in the U.S., 65% of digital media time is spent on mobile, compared to just 35% on desktop. You should be planning customer engagement strategies for mobile channels first, and then ensuring they work everywhere else.

  1. Don’t get locked into a platform-based solution

Many customer engagement providers are touting solutions for a specific social media platform or communication channel. While it’s great to have a way to engage with customers where they are, there are risks to hitching your wagon to a single-platform solution that isn’t specifically fitted to each channel. Leave your organization some flexibility when it comes to how you reach customers with your digital engagement solutions.

  1. Use personalized recommendations

Personalization of content is a primary focus in the commercial world, especially in B2C applications. Think about the apps, websites and social media profiles set up to customize a person’s experience with a brand. Chatbots can and should be one of these tools. By checking someone’s purchase history, account status, and previous interactions with the company, your virtual agent provides tailored recommendations that not only please customers, but help improve revenues through cross-selling and upselling.

  1. Leverage a proven chatbot solution

There are many new and experimental virtual agents in today’s market. Since Facebook opened up its Messenger application to chatbots in spring 2016, over 11,000 bots have joined the platform. If you’re trying to choose a chatbot solution for your company, don’t pick one solely based on its features or the way it’s presented to you: find one with a verifiable track record of helping large enterprise clients deliver these solutions at scale.

  1. Take advantage of old chat logs and phone transcripts

The best virtual agent solutions learn from your previous conversations across other channels. You should have an AI virtual assistant analyze logs from customer interactions with live agents – both phone and chat – so it can learn about common issues and understand how to resolve them before having a single conversation.

  1. Don’t wait for customers to initiate the interaction

To reach the next level of engagement, you can’t wait for customers to contact you with problems they are experiencing. You must attempt to get ahead of their issues by prompting them to talk about their use of your product or service. A quality chatbot can be set up to initiate an interaction through SMS, mobile, and/or desktop with customers about topics important to your business.

 

As the leader in virtual customer service, Creative Virtual specializes in the science of conversation.

 

It’s Time to Embrace Digital Channels and Build Smart Help

By Patrick Gallagher, Managing Director ANZ & North Asia

In my over 30 years of involvement in contact centres, IVR and customer experience applications, I’ve experienced companies investing millions in their contact centres to provide support to customers calling to purchase, enquire, complain, apply or seek assistance. Traditionally this has been the ‘tried-and-tested’ option as companies continued to invest in their contact centre in order to build their customer support capability. But, as customers have moved to digital channels, this approach is no longer enabling organisations to meet their customers’ expectations.

I drew on this experience in my recent Executive Interview with CRMXchange to discuss the growing popularity of online self-service and ensuring customers can resolve issues with minimal effort. It’s key for organisations to recognise that it’s more than just support today’s online customers want. They expect to purchase, enquire, complain, apply and get help effortlessly online. This means companies need to embrace the digital channels and build smart help online, not force customers to use a traditional search tool that returns pages and pages of results or give customers answers that say ‘To find out about this product, please call the contact centre’. There’s nothing smart about that, and it really creates a poor online experience for customers.

CRMXchange also asked me about using a combination of natural language processing (NLP) and artificial intelligence (AI) technology for improving the customer support experience. AI is certainly a hot topic around the world in the customer experience industry, and so I thought it important to share a word of caution about the ‘pure’ AI solutions on the market that are being promoted as virtual agents. While these technologies have a place in driving quantitative analysis of large volumes of data, they are not ready to be deployed for customer service and support. Organisations should look for virtual agents that employ self-learning capabilities, but in a way that still gives them control over the reliability of the responses.

Please check out my full interview for more on these topics as well as delivering personalised experiences to customers, making intelligent virtual agents available across all contact channels and using these solutions to complement the knowledge of live agents. You can also learn more about Creative Virtual’s technology and see our smart help tools in action by requesting a live demo.

My thanks to CRMXchange for the opportunity to participate in their Executive Interview series!

Mission Accomplished: Our 10k for RSPCA

By Maria Ward, Account Manager/ Knowledgebase Engineer

We did it! I’m proud to report that on Sunday, 18th September Alessandro, Tracey, Chris, David, Jeff, Kristina, Andre, Rachel and I completed the RunTen 10k in support of RSPCA!

Race day finally arrived after all our training and preparation, and we’d arranged to meet in Richmond Park at 8:15 am. Everyone had their own personal goals in mind, and I was no different with a goal of finishing in under 50 minutes. I was beginning to feel a little nervous!

After some mandatory photos, we joined the queue for the start of the race. Participants were set off in batches of around 50 to avoid overcrowding and this worked really well.  It meant there wasn’t the usual start-of-race scramble.

Soon we were ready at the start line, listened to a safety announcement and then we were off! Chris very quickly took the lead. I’d have liked to keep up with him, but I knew that if I over-exerted at the beginning, I would have faded at the end.

The course was fabulous, running though the grounds of Richmond Park, a large herd of deer in the distance on the left looking on and wondering what was going on. As the kilometre markers passed, I remember thinking it will be good to get past 5 and be over halfway. I was pushing really hard and can honestly say I couldn’t have run faster. I was at the “I need to stop and walk now” stage for most of the race.

At one part of the course you doubled back on yourself and this is where Chris gave me a shout out. I was in the zone at that time and only just noticed him! A little further on I caught sight of David who was looking strong.

I reached the 8 kilometre marker and knew I was on the homeward straight now. I pushed as hard as I could – I wanted a strong finish and, as 9 kilometres passed, I tried to hold the pace for the last kilometre. The course changed from footpath to grass which was quite uneven so more difficult to run but I knew the finish was close. I turned the corner, could see the finish and sprinted across the line (maybe “sprinted is the wrong word!), breathing so hard I could not speak!

chris maria 10kAs I collected my medal, water and banana, I heard Chris shout out to me. He must have crossed the line a while ago because he was able to speak! When I checked my Strava, the time read 48:43, and I was so pleased to have got under 50 minutes. I hadn’t stopped it immediately so knew my chip time would be faster. Chris and I chatted (once I got my breath back!) while we waited for the others to finish their races.

As each team member crossed the finish line, everyone was rightfully happy with their achievement. Andre and Alessandro both completed their first 10k race with great times. Tracey achieved a personal best by shaving several minutes off of her last 10k time. Rachel impressed herself and us by finishing well under her personal goal and with no pain despite dealing with plantar fasciitis since mid-May. Chris finished his 10k in an impressive 45:43 – a new personal best for him too! – and my official finish time was 47:01. Jeff even managed to look like he was floating through the air as he waved at one of the official race cameras during his run!

We were also thrilled to discover at the end of the race that the team had reached our fundraising target, and we went for a celebratory coffee! It was a fabulous day, spent with great people raising funds for a very worthy cause. I can’t wait for the next one! Well done Team Animal!

A big thank you to everyone who sponsored our team! There’s still time to donate if you haven’t done so yet, either through our team JustGiving page or, if you are in the UK, text CVCV50 and an amount of £1, £2, £3, £4, £5 or £10 to 70070.

5 Overlooked Benefits of Personalized Virtual Agent Software

By Mike Murphy, VP of Customer Success, Creative Virtual USA

Everyone knows that virtual agents are an excellent customer service resource. A top-notch AI virtual assistant can reduce the load on your support staff, keep your branding consistent, and help prevent tickets from getting escalated to higher levels.

Yet there are some benefits of a virtual agent chatbot that aren’t as obvious. These lesser-known benefits can bring greater success and higher performance to several facets of your business.

  1. Speed of resolution improves

Over the years, the abilities of AI virtual assistants have gotten closer to the intelligence of live agents. It’s much easier for chatbots to resolve a larger scope of issues, which historically would otherwise have to escalate to a human agent. A key difference in the customer experience between the virtual and human agent is time. A virtual agent is much faster at providing the right answer, which means greater customer satisfaction and less stress on your support staff.

  1. Support answers become more accurate

With a virtual agent chatbot, there’s no need to worry about a customer getting the wrong answer to a question because an agent was tired and at the end of his shift, just had an argument with someone, or isn’t feeling their best. Your organization decides on the “voice” of your virtual assistant and controls how customers receive help. This enhances your brand consistency and customer satisfaction levels, while controlling costs.

  1. New sales revenue is created

You might think of your virtual assistant primarily as a tool to deal with existing customers that have issues with a product or service, but a good virtual agent also contributes new revenue. By accessing your billing and sales databases, a chatbot can perform account queries, see when a customer last bought something, and suggest complementary products and services based on their purchase history. This means more sales opportunities in every customer interaction.

  1. Service reps become more skilled

When you have an AI virtual assistant handling a wider scope of issues like technical malfunctions, lost passwords and email and contact info updates, it frees up your human agents for more sensitive discussions and escalations. This means you can hire a more capable, sophisticated support team that will be more engaged with their work, since they aren’t devoting tons of time to answering basic questions about their company or its product.

  1. Public relations emergencies and unexpected events are easier to handle

Even if your organization hasn’t experienced it, you’ve heard the stories: that dreaded moment when your business accidentally publishes sensitive material, someone tweets the wrong thing, or a customer levels a serious accusation. These PR nightmares can cause a flood of new support complaints from people asking about the same topic. Instead of having your support staff bogged down by an enlarged volume of inquiries because of a one-off event, you can leverage your virtual agent to have consistent, timely, and infinitely scalable conversations with your customers.

 

As the leader in virtual customer service, Creative Virtual specializes in the science of conversation.

 

Running Through the Pain: Our 10k for RSPCA

By Maria Ward, Account Manager/ Knowledgebase Engineer

On Sunday, 18th September 2016 a 10 member team from Creative Virtual will be running the London Duathlon RunTen in support of RSPCA. I’ll be joining David, Laura, Kristina, Alessandro and Chris (pictured above modelling our official running kit!) and Rachel, Jeff, Andre and Tracey in the 10k taking place in beautiful Richmond Park, the largest of London’s eight Royal Parks. We’ve all been training over the past few months, taking part in our Wednesday Running Club when we can, and fitting our own runs into busy schedules while also working on our fundraising efforts.

My running story over the last year has been somewhat up and down. This time last year I was training for a 6 hour run – The Tolkien run – when disaster struck on a 22 mile training run. A flare up of Morton’s Neuroma meant I could only get about using crutches. I did the 6 hour race, two weeks later, on crutches, and managed to do 23.1 miles. My hands hurt a LOT!  I raised money for Macmillan, a charity chosen by my friend Steven who was undergoing chemotherapy at the time.

Since then I have had periods of limited running (followed by frustrating periods of no running). I’ve run the Brighton Marathon in April on very little training and 10 days later had surgery on my foot to try to rid me of the pesky neuroma that has been blighting my running. That put me out of action for another 6 weeks.

Fast forward to the middle of June and I started to take my first tentative steps back running. They were not easy and not pretty – short, slow and frustratingly hard.

That brings me to the fundraising. Fundraising is hard!! My friends and family often dig deep to support my running endeavours. I’m sure that sometimes they get fed up though! To help my fundraising efforts, I have decided to put some of my artwork up for auction, splitting all money between two charities – RSPCA and Cancer Research. So far I have bids on four of my pieces.

10k for RSPCAAnd finally to the big day, this coming Sunday. I have built up my distance. My speed is not yet back to what it was (but then I’m no spring chicken now!) but I feel ready and am looking forward to a run with my fabulous work colleagues. Skipper, my own furry friend, is a little disappointed he will be staying at home – he’d love to run with us too!

If you haven’t done so already, please consider helping us reach our fundraising goal by sponsoring our 10k team. You can donate through our team JustGiving page or, if you’re in the UK, text CVCV50 and an amount of £1, £2, £3, £4, £5 or £10 to 70070.

Thanks to everyone who has already donated – we really appreciate your support! We’re proud of the work Creative Virtual has done with RSPCA over the years to help them provide accurate, consistent and readily accessible information to the public (check out RSPCA’s Customer Success Story to learn more), and are excited to have this opportunity to raise money for such a great charity. Go Team Animal!

5 Questions to Ask About Digital Customer Service Improvement Plans

By Scott Tompkins, Enterprise Account Executive, Creative Virtual USA

Of the many opportunities provided to the business world with so many digitally connected consumers, some of the most exciting are in the realm of customer service. Digital tools allow us to serve customers better than ever before – as long as you choose the right solution and engage the right experts to help deliver on its promise.

If you’re considering implementing a new digital customer service improvement plan, ask a provider the following questions to gain a clearer sense of how they can help you take better care of your customers:

  1. What’s the expected cost per resolution?

It’s important to understand the fully-loaded cost of helping a customer resolve a problem in each of your customer service channels. To quickly estimate cost per resolution, take the cost per contact for the channel and divide it by the expected success rate of resolving issues. You can expect a fairly large variance in costs across your channels, so be sure to take a broad look across digital and offline channels to determine which method is the most effective for your business and your customers.

  1. How long does it take to see ROI?

A transformative digital customer service improvement plan often requires significant upfront investment. While you are planning for this cost, it’s important to have proper expectations for when you’ll see a return. Providers who are confident enough in the effectiveness and fit of their solutions to offer outcome-based pricing are an encouraging sign – Outcome-based pricing allows you to lock in return on elements of your investment, which begin as soon as your solution goes live, improving your bottom line.

  1. Does the solution have a sales component?

While effective customer service is critical for keeping customers, every organization needs sales to grow. The best customer service programs understand that service and sales are hand-in-hand.  Improvement plans should incorporate service elements, new customer sales, cross-selling and upselling components.

  1. What ways can my customers find help using this solution?

This is a critical question for ensuring that you maximize the efficacy of your customer service solution. If your customers are highly active on social media or mobile platforms but the customer service improvement plan you are considering can’t be deployed there, it’s probably a good idea to look elsewhere.

Also request job descriptions of the internal resources required to deploy and manage the solution. Will there be significant IT projects required to make it work? Can the customer service solution you are considering be set up to work with your data warehousing or analytics solutions? These are all questions that could affect the time to deploy, cost and value of your solution.

  1. Does the customer service solution self-learn?

In today’s world where artificial intelligence can write poetry and drive your car, it’s important that your customer service solutions are evolving with your business over time. A great customer service solution learns from previous interactions to gain a better understanding of what your customers ask about, what solutions work best, and incorporates that learning to offer better service.

 

As the leader in virtual customer service, Creative Virtual specializes in the science of conversation.

 

Smart Help, Digital Customer Experience and AI: A Week of Events

By Mandy Reed, Marketing Manager (Global)

Next week will be busy for the Creative Virtual team as we take part in five different events around the world. From the largest Digital CX event in North America to a world-first conference investigating the science of AI and its impact on business to industry events hosted by two of our partner companies, our schedule includes a little something for everyone. Read on for more information on each. . .


INTERACTIONS APAC 2016, Gold Coast, Australia

On 13-15 September, we’ll be exhibiting for a second year at Interactive Intelligence’s annual INTERACTIONS APAC conference. This event, being held at the Sheraton Grand Mirage Resort, will connect attendees with customer experience leaders and experts through visionary keynotes, actionable learning sessions and networking opportunities. Patrick Gallagher, Managing Director ANZ & North Asia, will be showcasing our Smart Help solutions in the Connections Hall. He’ll be sharing live examples of how our customers from around the world are using our technology to provide effortless online self-service for customers and supporting live agents in the contact centre.

Learn more & register to attend >>


Digital Customer Experience Strategies Summit 2016, Chicago, USA

The Creative Virtual USA team will invade the Windy City on 13-14 September as we take part in the third annual Digital Customer Experience Strategies Summit as a Gold Sponsor. You’ll find us at Booth 6 sharing an inside look at our customer engagement solutions and the ways enterprises are using them to deliver digital experiences that are easy to access, intelligent and conversational. Frank Schneider, VP of Sales for US & Canada, will be joined by Marissa Pippen, Self-Service Product Manager at InterContinental Hotel Group (IHG), to present an Industry Expert session on Bots and Digital CX. Their presentation titled ‘Enable Anywhere, Anytime Customer Engagement Between Your Brand and Your Customers’ will begin at 3:30 pm on Day 2 of the Summit and focus on using conversational virtual assistants to provide customers with consistent, accurate and personalised omnichannel engagement.

Learn more & register to attend >>


Social Robotics & AI, Oxford, UK

We are a Silver Partner for the first Social Robotics & AI conference being hosted by Oxford Brookes University on 14-15 September. Chris Ezekiel, Founder & CEO, is presenting as part of the Customer Relationships track beginning at 4:00 pm on Thursday. His presentation, ‘Building customer relationships with intelligent virtual agents: A framework for humans and machines to work in harmony’, will address how the combination of AI and human support can help organisations tackle the transition to more automation and build relationships with a new generation of customers. The Creative Virtual team will also be on hand to provide live demonstrations of our virtual agent technology as part of the ‘AI in action’ sessions.

Learn more & register to attend >>


We will also have members of our team at the Opus Research Intelligent Assistants Conference on 12-13 September in San Francisco and at the Genesys G-Summit on 14-15 September in Copenhagen.

We hope we’ll see many of you at one of these great events! Please be sure to stop by our stand or booth to learn more about our technology and share your customer engagement woes and dreams with our team. If you aren’t able to attend, schedule your own personalised demo to learn how we can help you reach your omnichannel engagement goals.