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Customer Success

  • Can AI and chatbots really transform customer support?
    Can AI and chatbots really transform customer support? Stanley Yung, Chief Customer Experience Officer, Western Union May 30 2018 5:00 pm UTC 60 mins
    The most accessible way to leverage the explosion in artificial intelligence is chatbots. Big brands like Western Union have implemented them to streamline customer service and increase positive engagement. The Booking.com chatbot resolves half of the company's thousands of daily customer support questions in five minutes or less.

    Chatbots are changing the way companies and customers interact, as consumers grow more and more comfortable with messaging -- look at the two billion-plus conversations consumers have with companies via Facebook messenger every month.

    Find out how to create a powerful, engaging human-to-AI agent experience that customers expect -- as well as implement the seamless handoff to a human customer service agent when the issue turns out to be complex, with this VB Live event. You’ll dive right into the chatbot phenomenon, and leave with actionable ideas on implementing AI-powered customer support.

    Attend this webinar to learn:
    * The real truth about AI and customer service
    * How big brands are using AI and chatbots to resolve customer issues more quickly and effectively
    * How bots and humans can work together to optimize customer support
    * How to assess whether your organization is bot-ready

    Speakers:
    * Stanley Yung, Chief Customer Experience Officer, Western Union
    * Jaime Gilliam-Swartz, Senior Director, Voice of the Customer and Shared Services, Lyft
    * Jessica Groopman, Industry Analyst & Founding Partner, Kaleido Insights
    * Rachael Brownell, Moderator, VentureBeat

    Sponsored by Chatkit
  • Using a Continuous Cycle of Improvement to Drive Engagement
    Using a Continuous Cycle of Improvement to Drive Engagement Dan Hale, Managing Director Customer Care, Best Western Jun 12 2018 6:00 pm UTC 60 mins
    Don’t miss this CCNG member webinar as we discover how Best Western Hotels and Resorts’ Contact Center used a continuous cycle of improvement to drive employee engagement 20% higher. You’ll hear Best Western’s step by step process and be provided with specific examples of how it worked in their contact center.
  • How to engage your customers post-GDPR
    How to engage your customers post-GDPR Dominik Elmiger, Head of Marketing | Saad Ghauri, Director of Customer Enablement Jun 14 2018 9:30 am UTC 60 mins
    At Vision Critical, we believe that people matter and our products and services are focused on strengthening our customer’s relationships with the people that matter most to them.
    Our philosophy on GDPR is that it represents an opportunity, rather than a threat. We want to explore how the new regulations will affect brands and consumers, and how brands can continue to engage with their customers using a permission-based model post-GDPR.