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How chatbots are driving Vodafone's omni-channel customer experience

How chatbots are driving Vodafone's omni-channel customer experience

Whether by phone, email, Twitter or WhatsApp, it is becoming increasingly common that customers are able to make contact with businesses via the same channels that they use on an everyday basis. Omni-channel experiences are soon to be there new norm, and here, in an interview with Kevin Knowles, Head of Contact Automation at Vodafone Group we explore how chatbots are helping this leading telecommunications company offer a consistent experience when and wherever their customers need them.

Download this exclusive content piece to uncover:

  • How TOBi, Vodafone’s chatbot, serves their customers at numerous touch points
  • The greatest challenges and lessons experienced during the rollout of chatbot technology
  • How TOBi is impacting the role of Vodafone’s human agents

How Deutsche Telekom is preparing for the future of customer service

How Deutsche Telekom is preparing for the future of customer service

Onno Hoffmann, heading Special Operations & Innovation at Deutsche Telekom’s Customer Service in Germany and Dominik Bauersch, who is responsible for Digital Business & Transformation, are at the forefront of the company’s mission to offer personal and tailormade services in a digital world. Here, we explore some of the key talk points and achievements of this transformation as well as some actionable tips for making this a reality in your organisation.


How Deutsche Telekom Is Preparing For The Future Of Customer Service

How Deutsche Telekom Is Preparing For The Future Of Customer Service

Onno Hoffmann, heading Special Operations & Innovation at Deutsche Telekom’s Customer Service in Germany and Dominik Bauersch, who is responsible for Digital Business & Transformation, are at the forefront of the company’s mission to offer personal and tailormade services in a digital world. Here, we explore some of the key talk points and achievements of this transformation as well as some actionable tips for making this a reality in your organisation.


How Technology is Transforming the Role of the Customer Contact Agent

How Technology is Transforming the Role of the Customer Contact Agent

In the lead up to Customer Contact Week Europe, we explore how chatbot technology is prompting us to reimagine the future of the customer service agent and, with insight from the CCW Market Study and Dr. Nicola Millard, Head of Customer Insights & Futures at BT, reveal how industry leaders are preparing for the next stage of this digital journey.

How to implement chatbots with purpose: an interview with 4 CC experts

How to implement chatbots with purpose: an interview with 4 CC experts

In today’s fast-paced, swipe-right, instant messaging world, customers expect the efficiency that they’re used to accessing in everyday life to be just as prevalent when communicating with brands, products and services.

In the lead up to the 2019 edition of Customer Contact Week Europe, we asked four industry experts for their advice on introducing chat bot technology into your service offering. Together, they explore the importance on doing so with purpose as well as how to use this as an opportunity for human agents to provide a more value-adding customer service experience.

How is Diversity Helping Businesses Deliver Great Customer Service

How is Diversity Helping Businesses Deliver Great Customer Service

Explore how championing a culture of diversity and inclusion can contribute to the creation of exceptionable customer service experiences. 

How to Create a Culture of Listening - An Interview with Audible

How to Create a Culture of Listening - An Interview with Audible

What does it really mean to listen? In the world of customer contact, never has it been more important to create service experiences that resonate with the customer on a genuine, human level. In conversation with Tom Vickers, UK Customer Service Country Manager for Audible, we explore how the audio entertainment brand is creating a culture that enables its agents to initiate and engage in natural interactions through the art of listening. Download this exclusive content piece to uncover:

  • How, as an Amazon company, Audible makes its ‘customer obsession’ a reality
  • How Audible’s agents are relearning the rules of  customer interaction in favor of a human-centric approach
  • How to bridge the cultural differences that can occur with the use of offshore customer contact centers
  • Why traditional KPI’s should be exchanged for more subjective measures of success

The Future of Contact Centre in 2019

The Future of Contact Centre in 2019

The goal, above all, is to make meaningful connections with customers. Customer contact leaders reveal a lingering passion for the human touch. They will leverage new technology to augment human connections, drive agents to become partners and evaluate customers as multi-faceted, emotion-heavy individuals. CCW Digital's Market Study on the Future of Contact Centre explores this research, ultimately revealing that the best way forward is to make sure the heart of customer centricity is not left in the past. Download the report to find out the key findings.

The Future of Contact Centre - Bonus Case Studies

The Future of Contact Centre - Bonus Case Studies

As 2019 arrives it is time to put the customer at the centre of your technology investment strategy. This briefing will help empower the transformation. Download to explore all the bonus case studies from the Market Study.