Consistency in customer service is one of those things that is just as basic as it is hard to achieve. For one thing, because every detail matters. For another, because consistency doesn't stand alone. It depends on the overall quality of service, on the right use of technology, on your data infrastructure, on your agents. It all melds into one big picture when your customer engages you’re your customer service. It's not said for nothing that the three C's of customer experience (CX) are consistency, consistency, and consistency.
In the course of digitalization, the Internet of Things, Big Data and Industry 4.0, the amount of available data is growing constantly. But at the same time, it becomes more and more difficult to use these huge amounts without automation. Machine learning can support you here: Producing high-quality data analysis, it can help you make better decisions.
Digitization, artificial intelligence and chatbots play a central role during the three days of the CCW from 19 to 21 February 2019 at the Estrel Center in Berlin, Germany. In lectures, workshops and discussion rounds, companies will present their latest solutions for the customer service of the future. Only those who know and understand their customers will bind them to their company in the long term. Innovative technologies and methods help to ensure that customers are always available and enthusiastic.
It was two great days of discussing latest trends in telco customer experience management at the CEM in Telecoms Europe Summit in Prague.