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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.

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.