A great day with superb leadership inspiration from astronaut Chris Hadfield and some fabulous, practical, customer-led digital transformation case studies.
Using bots to deal with the ‘everyday basics’ of CX so that Agents can bring humanity to complex/sensitive transactions were
- Vodafone, including using the wonderful strategic visionary MyVodafone app
- RBS using customer-service-bots for Customers and internally for HR and IT.
Both using are using IBM Watson and mature ideas of CX, brand experience and customer intent.