After undergoing a digital and CX transformation over the last two years. PostNL has transformed from a traditional mail company into a domestic and traditional logistics services company supporting e-commerce.
Discover how by listening to this podcast with Mark Eldridge, Chief Customer Officer of PostNL Cross Border Solutions, & Verena Junginger, Customer Contact Manager for Spring Global Delivery Services
In the lead up to this year’s edition of CCW Europe, we sat down to talk all things customer contact with a few members of the event’s advisory board and esteemed speaker line up.
Spanning topics from new technology, changing customer demands and the evolving role of the customer service agent, these conversations helped to paint a picture of what CCW Europe’s event attendees can expect to uncover in greater depth between the 7th to 10th of October in Amsterdam.
Here, we explore a few the key points and actionable takeaways gained from the speakers’ exclusive insight
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
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.
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.
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