Increasing CX through Voicebot Data

Presented by

Bjorn Smulders, Carglass and Lindsay McEwan, Tealium

About this talk

CX and the Customer Journey have always been at the forefront for the team at Carglass. Through transforming and connecting each touchpoint in the customer journey, allowed Carglass to finally work out a real-world value and attribution across channels in the 21st century with some exceptional results, but creating the best experience for their customers that they can offer is an evolution, not a one time project! Bjorn Smulders, Head of Digital Marketing and Experience at Carglass, sit’s down with Tealium’s Lindsay McEway to share how, with a high level of interaction through phone and service centres, Carglass have removed the IVR menu and are now utilising their Voicebot data to increase CX and improve personalisation in 2021 to show incredible results!

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Tealium powers the new era of real-time customer engagement and marketing, enabling global businesses to unlock their customer data and create more meaningful, relevant customer experiences. The company’s industry-leading customer data platform, comprised of an enterprise tag management solution, omnichannel customer segmentation and action engine, and suite of rich data services, creates a vendor-neutral data foundation that spans web, mobile, offline and IoT.