CCMA Member Forum

CCMA Members Forum - Uisce Éireann & Capita - Customer Experience: The age of the Augmented Agent. Still human, but better.

More and more, we hear of the importance of integrating new developments in technology to advance the customer experience (CX) for businesses. These technologies offer customer service efficiencies such as processing information quickly with consistent accuracy and personalisation that support the direction of customer journeys. While the introduction of technology into the CX has enhanced productivity and efficiencies for businesses, the sense of personal connection that customers seek must not be underestimated. In many CX environments, technology cannot provide for creative problem solving or negotiations, or high-value opportunities that needs a personal touch. This event will explore the links between delivering water services in Ireland and how CX is an important aspect, how to optimise the customer journey and the important role that the human plays in those customer journeys.