NSPCC and Openreach show how they are transforming customer experience

Last week’s UK Experience Summit, hosted by Genesys Telecommunications Laboratories drew a sell-out crowd of customers, prospects and suppliers who came to see how they can overcome revenue losses by dramatically improving customer service. Successful applications of social media engagement models and operational performance management strategies were demonstrated by key customers NSPCC and BT’s Openreach.

There is now, more than ever, a cost associated with not meeting these customer experience expectations. Last year a staggering £15.3 billion was lost due to poor customer service, according to a study by Genesys and Datamonitor/Ovum.

Attendees heard from key Genesys executives and customers using Genesys technology on how to approach customer service in a dramatically different way, through the Genesys Dynamic Customer Engagement (DCE) model. Customers explained how they have taken customer service to the next level and adapted their own business rules to fit customers, offering new options they may not even be aware they have.

Lucille Jackson

Lucille Jackson, Senior Marketing Manager, Northern Europe, Genesys, commented: “Consumer expectations for improved customer service continue to increase, and companies must improve their approaches to providing quality customer experiences, especially as the fulfilment of customer service now extends throughout the enterprise across a broader set of service delivery processes and resources. Events like this bring together leading customer service delivery experts to share experiences and best practices. This helps nurture and drive further innovation in creating a dynamic customer experience.”

Mark Turner, VP Northern Europe, Genesys, added: “The high attendance shows the importance that organisations place on customer service and its delivery. We want to provide a platform from which businesses can build their strategies to enhance customer experiences. By exploiting this platform, businesses can really optimise performance levels and productivity – providing a key business differentiator to really boost bottom lines.”

Attendees heard from:

• Gerry Cools of Belgacom, who showed how the Belgian telecoms provider has dramatically improved the customer service experience using the Genesys intelligent Customer Front Door (iCFD) – a combination of key speech and self-service technologies with business rules engines that dynamically route customers across the enterprise
• BT’s Openreach, who demonstrated how it is using intelligent Workload Distribution (iWD) to optimise its resources and at the same time boost service levels
• One of the UK’s leading charities, NSPCC, who shared its success in offering new communication channels, such as web chat, in order to give people the choice of how to contact its helplines and counsellors.