Ted Hunting

SVP, Marketing Bright Pattern

Wednesday, August 26

Wednesday, August 26th, 2020

1:00 PM My Promise to Our CIO: Give Me a Year to Transform Our Customer Service

How one of the world's largest HR services firms, Randstad, embarked on a digital transformation with omnichannel, automation, and AI.


This fireside chat will discuss how one of the world's largest HR services firms, Randstad, was able to transform their internal service management process across functions including IT, HR, Accounts Receivable and more.

 

CX leader Jessica will discuss her journey as she asked her CIO for new cloud technology and promised to transform their internal service desk operations with new digital channels, automation and AI. What started as a simple search for AI and bots led to a cloud-based omnichannel customer service operation across departments while leveraging existing systems and achieving ROI payback in just a few months. Although the solution was originally intended to be deployed to employees on-site, due to the pandemic Randstad shifted their service management operations to support remote workers while maintaining operational efficiency.