Six Companies Striving for the Total Experience

Preparing for peaks in customer service interactions and taking advantage of technological applications such as artificial intelligence (AI) and automation is critical for ensuring employees can make more informed decisions under pressure.

In an exclusive panel session from CCW Europe’s 2022 Flagship Summit, Katalin Fritz, Chief Customer and People Officer at Marley Spoon, commented that utilising quantitative and qualitative data analytics through a data prediction platform has helped her company connect data points to discover the best way to communicate with customers during peak periods. Fritz said that by building on customer communications and insights, Marley Spoon is not just solving problems proactively, they are also collecting insights about customer preferences and needs.

Maintaining top talent is also critical for positive company culture and the overall efficiency of operations. Caitlin Neary, Director, Global Head of Contact Centre at Dorchester Collection, revealed during the panel discussion that she was challenged to create resource capacity when customer demand skyrocketed by 200% after COVID-19 restrictions began lifting. The company implemented the “Agent Growth Plan”, which incentivised agents from locations in Europe, the UK, and the US to grow within the business and learn how to sell different properties. Some of the benefits included increased pay, further developmental opportunities, and work-life balance.

The Data and AI revolution, normalisation of hybrid working, and continuous recruitment struggles continue to bring new obstacles for CX management. Dive into this exclusive panel session with CCW Europe’s advisory board members on the significant customer management challenges affecting the total experience of customers and agents.