In the last few years, interest in “Automation” and “AI” has grown, along with the volume of customer interactions. Many customer service teams have been looking into how they can automate more of their operations. But just how much should you automate, and what are some benefits of doing so?
Chat is one of the most desired functions on a website for customer support, yet often the least built-out and developed. Here, we explore how you can use this channel to reach your customers in a digital-first world and how Covid has accelerated Chat relevance.
ultimate.ai hosted a 2-hour webinar featuring top leaders in the customer service industry. This exciting digital event featured 7 inspiring female speakers who shared their perspectives on which customer service trends will dominate 2021, and how the industry is transforming with automation.
Kate Hardcastle MBE, a.k.a. The Customer Whisperer, is the UK's leading 'go-to' business expert on consumer insight. She is the founding partner of Insight with Passion, a customer service consultancy, and has appeared on BBC, Sky News, CNN and many other channels.
Olga Guseva is an international customer experience strategy and customer-centric culture transformation specialist, previously named ‘CX Leader of the Year’. She is also a published author, co-authoring two Amazon bestsellers and is an accredited CX trainer and judge for international CX awards.
Marianne Rutz has a track record in the contact center industry since 1999, and is now the founder of a consulting firm for the industry. “I learned to apply the ‘Soup, Soap, Salvation principle’ from my dad," she says. "People need to be fed and watered before you can offer them anything.”
Eveline Erkelens is an experienced Agile CX strategist and thought leader. She worked for two decades in the travel industry, and was responsible for transforming her CS team into working fully agile. In 2020, she founded Bright6 to help other CS teams transform and equip themselves for the future.
Speaker and award-winning customer service expert Sonja Hild of BSH leads a team of 270 highly experienced CX professionals towards consumer centricity. She aspires to transform customer experience from being a 'repair-department' to a 'premium consumer service' role.