CXtech: Showcasing the Technology Transforming Customer Experience

By Mandy Reed, Global Head of Marketing

Technology is changing many aspects of our lives, and customer experience is no exception. The CXtech Conference and Showcase, returning to London for a second year, will explore the technologies changing today’s customer experience (CX) landscape, from design to delivery to analysis. Creative Virtual is pleased to again be a sponsor of the event, co-located with the AI & Robotics Conference, on 31st October.

Together the two conferences will offer six streams of sessions and three keynote presentations. One of the keynote speakers is Liam Ryan, Sales Director at Creative Virtual. His session, From FAQ Systems to Conversational Chatbots: The Evolution of Customer Experience, will delve into the ways in which changing technologies have created a shift in customer expectations and how companies approach customer engagement. In particular, Liam will discuss how chatbot and virtual agent technology is now being used in a much more sophisticated way to create conversations with customers and deliver personalised service experiences. His session will include live demonstrations and actionable tips for selecting and implementing conversational self-service.

The Creative Virtual team will also be on hand throughout the day to provide demonstrations of our award-winning chatbot, virtual agent and live chat solutions as part of the Technology Showcase. Be sure to stop by for a behind the scenes look at how our solutions bring together artificial intelligence (AI) and humans and offer organisations control over how their chatbots and virtual agents self-learn. Conference attendees can also arrange an individual workshop with our team to build a business case for this technology within their own organisation or to consult on an existing chatbot project that is performing poorly.

For more information and to register, visit the CXtech Conference website.

If you’re unable to attend but want to learn more, you can request a personalised demo and sign up for a consultation workshop with the Creative Virtual team.

What are You Doing to Deal with Stress?

By Rachael Needham, Head of Delivery Management

A key to good relations with our (yours and mine) clients is dealing with stress. When we’re negatively stressed or stressed out, we are less likely to be friendly, come up with creative solutions, or handle difficult situations well.

There is lots of great information about stress and handling it, so this is just a little reminder and snapshot of stress and handling it. Let’s take a look!

1. Is stress good or bad?

It’s both. There is stress that gets you up and going, which is good. However, bad stress is distress. It impacts you physically as well as mentally, emotionally, spiritually, and just about any another “ally” you can think of.

2. The physical impact of stress

Stress sets off inflammation in the body, stomachaches, headaches, and a long list of other issues. The biggest cause of inflammation in the body is from stress. The physical impacts can lead to illness, fatigue, brain fog, etc. And what happens when we have physical issues?

3. The psychological impact of stress

What affects us physically affects us psychologically, and vice versa. Studies show that just one night of poor sleep impacts our reaction time while driving and our decision making. Negative stress will have a knock-on effect as we work with colleagues and clients. Negative stress can sneak up on us, and begin impacting our decisions, words, and interactions, which can cause smaller issues to become escalations. Escalations create more stress and may draw others into negative stress, compounding issues by triggering stress motivated reactions.

4. Simple Solutions

There are lots of solutions for dealing with stress. Sometimes the smallest changes to your regular routine can have a major impact. Which of these things could you start doing for yourself?

  • Go to bed 30 minutes early a few nights a week
  • Walk barefoot in the grass once a week / month
  • Bounce on an exercise ball / on a trampoline / in place for 5-15 minutes a day
  • Stop looking at your phone / watching TV an hour before going to bed
  • Take a pharmaceutical grade, bio-available, quality nutritional
  • Eat a fresh salad / avocado twice a week (or an additional time if you’re already great about consuming veggies)
  • Chat with a trusted friend or co-worker
  • Take two 15-minute breaks a week to breathe / pray / meditate
  • Read a book on personal development / techniques to handle stress
  • Meet with a therapist
  • Watch a funny video that will make you laugh out loud

stress less

If you’re dealing with high negative stress and feel like it’s more than you can handle, please reach out to a doctor or professional counselor who is willing to look at both your physical and mental health.

 

Here’s to a great life ahead as you pursue stress-free health and supporting customers and clients from a place of wellbeing!

For a Better CX, Get Out of Your Customer’s Way

By Björn Gülsdorff, Chief Business Development Officer

It is Customer Service Week, time to give customer service and customer experience (CX) some thought. Wait a minute – even more thought? Isn’t it all about CX these days?

It is, albeit lip service most of it. Also, we know we have gone too far when you are being asked about your “shopping experience” in a supermarket. Or, as happened to me the other day, how to improve my airport experience. Seriously? Well, get the “airport experience” out of the way. Whatever you plan, the money is better spent on quicker security and boarding, minimizing my time at the airport.

I admit I am ranting a bit based on some recent unpleasant travel “experiences”, but there is a relation with CX. It was all well when it meant to put yourself in the shoes of the customer and be less product or project centric. But we lost it at some point when we still said ‘experience’ but started thinking ‘sensation’.

Instead, if you want to deliver good CX, get out of the way! Do not get between the customers and their goals. Integrate your various tools seamlessly. Don’t just be multi-channel (or omnichannel), go beyond channels and blend the different touchpoints as you blend different information sources.

Provide a one-stop shop for information and self-service, powered by natural language conversations. Make it as easy as possible for the customer – great CX is when they don’t notice.

My current travels have taken me to GITEX Technology Week with our partner ixtel. GITEX is the biggest tech show in the Middle East and has all the global players plus a lot of “local” ones which just happen to serve millions of people. They all have some cool stuff in the pipeline. All of which need NLP (natural language processing) power, of course. 😉

Scanning Twitter for some inspiration on where to look next I came across https://t.co/8zmViTW5r9, which I liked a lot and which is definitely far on the sensational side. So, I considered deleting my half-finished blog post. But then I did not, because all of this is certainly cool, but it will only be a great experience if it helps me do what I want. When it helps me to get my shopping done, not when it interferes with it. So, while I cherish all the nice visuals, I cling to my claim: A great experience is when it it easy, seamless and smooth.

Check out our annual Customer Service Week blog post roundup for some trends, tips and statistics to help you deliver an easy, seamless experience for your customers.

Meeting Customer Service Expectations in India

By Anand Gupta, Knowledgebase Author

India is one of the fastest growing economies of the world but is yet to hit the peak.  Climbing up the ladder of success, and boosting the economy, has been aided by several technologies. They helped in cutting down costs and incorporating quality. Now, as the competition is increasing, maintaining economic growth is a huge challenge. Customers are spending their money with companies that can save their time and provide accurate information.

Yet major Indian companies and organisations are falling short on customer satisfaction. Most of them are shockingly unaware of it. While basking in the glory of success, they tend to think everything is alright. This is where they lose the connection with people.

Small companies in India are unable to afford call centres for resolution of customer issues. A contact centre requires a huge budget and infrastructure in place. Yet, having a call centre isn’t always the best way to serve customers. Connecting to a call centre agent consumes customers’ time. One needs to go through the grind and wait until the agent receives and answers your query. It may take a while and causes people to lose interest in buying from the company.

In India, people are often confused when it comes to contacting product manufacturers. There’s not much information available to them sometimes as to how to get the information and support they need.

Luckily there are solutions available to Indian companies to build better connections with customers. Chatbot technology is easily the most compatible, affordable, and easy to use solution. It is hassle-free, connects 24/7 from any place with just an Internet connection, and systematically answers the most FAQs without any human intervention.

India is an explicitly diverse nation housing multiple languages and dialects being spoken in distinct states. Not every company is capable of hiring a bunch of people at call centres to meet the needs of its customers’ languages. But a chatbot can accommodate the regional languages. It can process the queries in them and revert to the client in the same.

Here in India, Creative Virtual has successfully executed the technique in two states: Rajasthan and Maharashtra. We created our NLP (natural language processing) in the local languages, including Rajasthani, Marwari, Hindi (along with English) for Rajasthan (for the government project Bhmashah), and Marathi for Maharasthra (PCMC, government). It was a unique exercise that became pathbreaking in the industry with others looking to emulate. Now, people from remote areas don’t need to walk down to a government office. They can check the government schemes on mobiles phones and download e-cards provided to them for availing facilities.

As we celebrate Customer Service Week, here are some expectations of customers that companies in India need to keep in mind to better serve their customers:

  • Options to connect with a company without a long wait
  • Accessibility from anywhere
  • Proper and deep information of a company’s product or service
  • Resolution of their problem in their local language
  • Responsive user experience
  • Information readily available and help that is customary and free
  • Ability to connect with a human helper if they have a complex issue that can’t be resolved through self-service

Research is key for companies in India as it is a country of over a billion people with different needs. They must get to know their customers so they can build connections. Companies must be artisanal in their approach to customer service which includes flexibility when catering to a varied customer base. Requests and suggestions made by customers must be respected and worked upon. Word of mouth is key in success in the Indian market.

 

Building a Positive Relationship for Better Customer Service

By Mandy Reed, Global Head of Marketing

The relationships you have with your customers directly affect your bottom line. Happy customers are more likely to be loyal, repeat customers and recommend you to their friends, family and social media connections. Every service and support engagement you have with a customer can make or break that relationship.

At Creative Virtual one of our passions is helping our customers deliver a positive service experience to their customers. In order to do that, we work to build a close and collaborative relationship with each of our customer organisations. We get to know their business and goals and then strive to deliver the support they need to achieve their customer service objectives.

Customer Service Week is all about celebrating the people around the world who are delivering great service and support, and so I’d like to give a special shout out to the Creative Virtual team. It is your experience, expertise and dedication to building those positive relationships that have enabled the company to cultivate a growing list of happy customers for over 15 years.

But you don’t have to take my word for it. Over the past several months, some of Creative Virtual’s customers have been leaving verified reviews of our company and technology on the Gartner Peer Insights* website. Here’s what they have to say about working with our team:

Relation Based on Trust and Successful Deliveries

“Working with Creative Virtual is easy. Our key contacts are always available to support us on any issues, new projects or last minute requirements. We appreciate the rapidity of answer as well as the flexibility around the Vendor Management. HSBC is working with Creative Virtual since 2011. A real trust has been developed as long as successful projects are delivered. This is a real win-win situation.” (Read the full review)

 

Moved Fast to Launch a Chatbot that Answers Inquiries in a Conversational Way

“Creative Virtual is very responsive to our needs. They are supportive and agile as our business evolves to take advantage of their product offerings.” (Read the full review)

 

If You Want a Company that Focuses on Your Needs, Only Look at Creative Virtual

“Creative Virtual are a very professional company that treats each company as an individual. They get to understand a companies’ needs and offer solutions, they don’t try to apply a one solution fits all approach. I highly recommend Chris as I have worked with him for over 10 years in large corporations. CV place the customer first and this comes through in every interaction.” (Read the full review)

 

Responsive and Adaptive, Thought Leaders, Consistently Delivers Meaningful Results

“Responsive and adaptive; very nimble delivery model (fast ramp up time, fast engagement and assignment of resources). Collaborative and agile approach. Highly skilled resources with deep subject matter expertise. Strong thought leadership. Meaningful results (improved call deflection rates). Innovative product set and roadmap, with particular strength in process mining tools and method combined with intent libraries.” (Read the full review)

As they say, the proof is in the pudding – and there’s no better feeling than knowing we have happy, satisfied customers. So happy, in fact, that they are willing to take time out of their busy days to complete a review and share their positive experiences with their peers. Thank you to all of our customers for collaborating with our team and trusting us to help you with your customer service!

To learn more about our technology and working with our team, request your own live demo. We’d love to add you to the Creative Virtual family!

 

*Gartner Peer Insights reviews constitute the subjective opinions of individual end users based on their own experiences, and do not represent the views of Gartner or its affiliates.

The Cycle of a Successful and Harmonious Customer Service Experience

By Rachel Freeman, Operations Director

It’s 2019 and time again to celebrate Customer Service Week. It’s Autumn and leaves are falling in the Northern Hemisphere – a testament to the changing seasons of a cyclical and (hopefully) never-ending cycle. The cyclical concept seems apt this week as we mark this week-long celebration again this year (although we should be thinking about customer service every week of course!) and seasons are changing.

So many aspects found in our lives are cyclical. On a personal level we have the cycle of life. One of my personal favourites is the circle of fifths which, on the most basic of levels, can be defined loosely as a musical concept involving the relationship of various tones found in major and minor keys which can explain why certain things might sound sharp or flat or in perfect harmony. Stay tuned for more on this later.

Moving into business we can look at software development, with stages including planning through to maintenance with the objective to move back to planning for more improvements based on feedback. Similarly, we can look at the product cycle where there is a season for production after research and development, and then an ultimate season of decline which feeds right back into R&D to work out what can be improved for the next version.

Closer to home, I consider how Creative Virtual’s suite of customer and employee engagement tools fulfil a tidy cycle which feeds upon itself to deliver a successful and harmonious customer experience. Like the circle of fifths, there is no end point. The relationships of tones and questions and points of contact exist in a wheel and the feedback loop – whether musical or user generated – provides enough information to confirm either perfect harmony or an experience needing more tuning.

customer serviceTo explain further – picture a user needing information about an upgrade to a banking service that may affect his/her account. The user asks a question via the self-help portal and gets a response that delivers an accurate explanation, but it is not specific enough for his/her unique situation. So, the user decides to escalate to live chat. The virtual agent passes the user over to the live chat advisor along with the transcript of the conversation so the agent can respond to the latest query and not start over at the beginning. The live agent “speaks” to the user who then asks another question about the bank policy on “xyz”. The agent, not knowing all of the policies, seeks advice on the internal advisor-facing self-help portal (serviced by Creative Virtual from same knowledgebase), finds the reference on policy number and feeds back the info to the user quickly.

The “journey” went full circle: user finding information on the self-help tool – self-help tool escalating the user to a live agent – live agent finding information on the internal self-help tool – a combination of humans and technology delivering exactly what the user needed to know. Possibly not a symphony but I’d call that a most successful and enjoyable customer prelude.

Happy Customer Service Week!

The Ever-Changing World of Customer Service Chatbot Creation

By Jeff Clifford, Project/Account Manager

I started building virtual agents and chatbots for customer service more than 12 years ago. A lot has certainly changed in that time. I talked about some of the changes in my Meet the Team interview a couple of years ago, but the industry has continued to evolve since then.

In my experience, there has been a major shift in customer expectations since 2015/2016 in the customer service chatbot industry. Pre-2014, most companies were looking to deploy chatbots that were pretty straight forward and consisted largely of FAQs, scripted conversation flows, keywords and a flat or standard UI. Some forward-thinking organisations were exceptions to that, and Creative Virtual worked with companies that took their solutions to the next level with innovative functionality like account integration to give personalised answers to logged in users.

Now, as we approach the end of 2019, chatbots and virtual agents are increasingly becoming the face of company help centres. Simple chatbot implementations are no longer enough to meet customer expectations. Customers also now expect self-service on new channels, such as Facebook Messenger and Amazon Alexa, that weren’t popular for customer service even a few years ago. The look of chatbots has also changed, with many companies now embedding their virtual agent into their own UI to give a cleaner, streamlined look and experience.

While previously personalised self-service was a major differentiator, now customers expect an experience tailored for them. Chatbots designed for enterprises have the features, functionality and integration options to deliver that. For example, chatbots are able to detect a customer’s language and country via integration with their user profile. This means the chatbot can display the user’s preferred language and can also return location-specific responses, such as a correct payment cut-off time that varies by country or time zone. Chatbots can also provide customised responses depending on where it was launched from, such as a section of your website about a particular product or service.

The goal of a seamless, omnichannel experience is becoming standard practice in organisations. Chatbots that can be deployed across channels are helping companies move away from a siloed approach to their customer service. When backed by the right orchestration platform, a single knowledgebase can be used across all channels while still delivering a specific answer based on the user’s device (such as a shorter answer on a mobile). A tight integration with live chat allows the virtual agent to pass a user over to a live agent seamlessly in the same panel while in the background passing over a full history of the conversation.

Perhaps one of the biggest changes in the chatbot industry is the use of more artificial intelligence (AI), and companies now want a chatbot that has AI capabilities. A good chatbot technology brings together different methods including semantic algorithms, deep learning, neural networks and machine learning in a way that still gives companies control. Chatbots are able to learn customer behaviours based on how users interact it with it and what suggested questions they are selecting in order to continuously improve. However, this shouldn’t be a black box. To be successful in a customer service role, the chatbot needs to have some level of human intervention and sign-off on content to keep information accurate and compliant.

Unfortunately, there are still a lot of simple chatbots out there today that leave customers annoyed and with a bad impression of the technology. The team at Creative Virtual are on a mission to help save as many of these chatbots as we can by transforming them into tools that meet customer expectations and are worthy of being the face of the company’s help centre.

The chatbot and virtual agent industry is an exciting space to be in, and I love being able to help my clients implement the newest developments in their virtual agent projects. At Creative Virtual, we’re always pushing the boundaries of what the industry thinks is possible and consistently striving to bring new innovations to the table. It gives me a real feeling of pride to see long-standing chatbot implementations evolve along with these changes and continue to deliver the service that customers expect.

Three Cheers for Customer Service Week

By Mandy Reed, Global Head of Marketing

Happy Customer Service Week! Every year during the first full week of October we celebrate the importance of customer service and the people who serve and support customers around the globe. The customer service landscape is more challenging than ever with a growing number of customer contact channels and increasing expectations for always-available support.

Even though the customer service industry is constantly evolving, the goal is always the same: to create happy, repeat customers through quality service and support. Here’s our annual blog post roundup of trends, tips and stats to help you consistently deliver a five-star customer service experience:

  • Top Tips for Implementing a Chatbot or Virtual Agent in 2019 – These eight tips address the most important items organisations should consider when evaluating and deploying chatbot or virtual agent technology. Get recommendations on how to build your business case, implement the right combination of humans and AI, and achieve long-term success with conversational self-service.
  • Are We Chatting or are We Serving? – The balance of chat and getting the solution quickly – In our digitised world with expectations for immediate access to information, is it right to assume that we are so busy that we’d rather just get an answer than exchange any pleasantries? This post explores creating the right chat/service balance when supporting digital customers.
  • Leverage Your Chatbot to Its Full Capacity – The long-term pros of having a chatbot go beyond providing basic self-service to customers. They can also be personalised marketing and sales tools and powerful sources of customer insights and feedback for companies that leverage them to their full capacity.
  • Creating a Better Experience for Indian Customers – There’s no denying the importance of providing a positive customer experience for digital customers. This post shares insights from this year’s Customer Experience Management (CXM) event held in Mumbai and a video of Creative Virtual’s presentation, including live demonstrations of our CX technologies.
  • The Digital Workplace in 2019 – Organisations are coming to understand the benefits of providing better and easier support for employees and are placing an increased focus on improving employee engagement. Chatbots and virtual agents are proven tools in the digital workplace for everything from onboarding new employees to helping troubleshoot common IT issues to training contact centre agents.
  • “Virtual Moron-Idiot!”: Why Chatbots Fail and the #ChatbotRescue Mission Saving Them – The chatbot and virtual agent landscape is littered with poor-performing implementations and failed projects, but it’s not all doom and gloom for the industry. Not only are there highly successful implementations that have been in place for years, but there are also options for getting failing projects back on track.
  • #CXDay: Serving Your Customers a Custom Support Experience – Frost & Sullivan predict that the year 2020 will be the point when customer experience will overtake product and price as the number one way companies will differentiate themselves from the competition. Here are four tips to help you deliver a custom support experience for your customers.

#CXDay: Serving Your Customers a Custom Support Experience

By Mandy Reed, Global Head of Marketing

Happy CX Day! Today is the annual global celebration of the professionals and companies that make great customer experiences happen. In a world of growing expectations for on-demand service and highly connected, always-on customers, creating and delivering a great customer experience (CX) is no easy task.

A couple of weeks ago I was at an alpaca farm, a stop on my local annual County Farm Tour, with my niece. She was excited to get a chance to feed and pet the alpacas but, having already endured a few hours of attention from random strangers, the animals were not so interested in what the afternoon visitors were offering. I chuckled to myself as I watched the children – and a few adults – follow the alpacas around with outstretched hands offering them a bite to eat as they ran up and down the fenced in area. As we followed some into the barn, my niece noticed that a couple alpacas that had refused to eat from her hand were eating from the feed trough instead. She wondered aloud why, if the alpaca was hungry, it hadn’t just eaten what she offered.

Digital customers, like those alpacas, aren’t always interested in engaging in a one-on-one human interaction – even though companies often feel that is the best way for them to build connections and loyalty. In fact, analyst firm Gartner reports that millennials are four times less likely to pick up the phone to resolve issues than older generations, opting instead to try to self-serve first. When companies don’t offer a way for customers to do that on their website or mobile app, those customers will end up looking, and possibly failing, on non-company channels. Organisations that want to empower customers to self-serve, and ensure they have a positive experience while doing so, need to offer those tools to customers themselves.

While self-service is increasingly imperative to a customer’s experience, that doesn’t mean that the one-on-one human interaction is no longer important. After watching numerous alpacas eat from the feed trough, my niece was ecstatic when one showed interest in the food she was offering and suddenly her hand was empty. The same is true with customers – not every customer wants to self-serve and not every customer issue or question is best resolved with self-service. A successful digital customer experience strategy never leaves out the human touch completely.

Here are a few CX Day tips to help you deliver a custom support experience for your customers:

  • Get to know your customers – It’s great to offer customers options for getting the information and support they need, but make sure they are the right options for your customer base otherwise you’re wasting time and money. For example, Rest knows that nearly 75% of their customer base is under 40 and most start their experience on the company website. In order to improve engagement with their growing customer base of digital natives, they now offer 24/7 support with virtual agent Roger on their website as well as other channels, such as Google Home.
  • Integrate self-service and human-assisted channels – As mentioned, self-service is not always the preferred method or the best way to answer customer questions. Other times customers will want to self-serve but then reach a point where they need or want to escalate to a human. This is why your self-service options can’t be standalone tools. Chatbots and virtual agents should be integrated with human-assisted channels such as live chat or call back to provide customers with a seamless experience. When customers are escalated from virtual agent to human agent, a full history of their conversation should be passed over as well. Internally, if you are using a virtual agent to assist contact centre agents, make sure you have feedback loops in place so your live agents can help keep the virtual agent’s content accurate and up-to-date.
  • Start small with a plan to grow – As with most things in life, trying to tackle a huge digital CX transformation project all at once just won’t work. Start small and then use what you learn from the first stages of your plan to make improvements as you scale your solutions and work through later phases. Transport for NSW started with their chatbot RITA on Facebook Messenger, a popular channel with their customers, and then grew their solution to be deployed across other channels, including their website and Amazon’s Alexa. This step-by-step approach has improved their customer experience and has won them numerous awards.
  • Work with vendors that have both the technology and expertise – Designing and delivering a customised support experience for digital customers requires a significant investment from companies and their employees. Selecting the best technologies for your goals is very important, but it shouldn’t be the only focus of your strategy. The customer support landscape is littered with failed and frustrating solutions, and the best way to avoid becoming one of those statistics is to work with an expert team that can provide consultation experience along with the technology. You want to work with a vendor that will collaborate closely with you and can provide guidance on both general industry and sector-specific best practices. Just as the service you offer customers needs to be a combination of self-service solutions and human support, your digital customer experience strategy needs to bring together the right blend of technology and human expertise.

Frost & Sullivan predict that the year 2020 will be the point when customer experience will overtake product and price as the number one way companies will differentiate themselves from the competition. Are you serving your customers a custom support experience that makes your company stand out?

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.