The brand new report THE FUTURE OF CUSTOMER CONTACT REPORT: Automation, Self-Service & the New Agent has been just released by the editorial team at the Executive Customer Contact Exchange, BFSI featuring interviews and articles from leaders that are facing customer service challenges such as:
- Chief Executive Office, Atom Bank
- Head of Operations , AXA Business Insurance
- COO, Royal Sun Alliance
- Head of US Contact Centres, TD Bank
Throughout this report, a consistent challenge facing customer service leaders we have interviewed is the need for them to find a way to remain human in the context of evolving digital technologies in customer service. AI and chatbots need to be used to augment the human connection with customer, not to replace it.
As Lynda Campbell, former Director of Direct Debit & Smart Customer Services at British Gas explains in an interview of this report “I think contact centres become either proactive help centres for customers or they become complex problem solvers.”
The report considers the balance between personalised, helpful automation and unwelcome AI technology. Automated programmes need to be in tune with customer needs and desires to drive successful engagement, so emotional measures need to be built in and developed in machine learning and AI systems in order to get to that next level of engagement.
THE FUTURE OF CUSTOMER CONTACT REPORT: Automation, Self-Service & The New Agent was produced ahead of the Executive Customer Contact Exchange, BFSI (20 – 21 November, London). To find out about how you can get involved with the Exchange, email the team on firstname.lastname@example.org or call +44 (0) 207 368 9484.