Top athletes work tirelessly to hone their craft. Even at the pinnacle of their careers, the process is constant. The same is true with customer experience (CX). Even organizations known for experience excellence continue to look for ways to improve and Customer Experience Success evolve. And for many organizations today, that’s where artificial intelligence (AI) comes in.
AI brings with it innumerable possibilities for phone number list enhancing CX and employee experiences (EX). Here are four examples of organizations effectively harnessing the power of AI.
NGMG Empowers Employees to Deliver Unrivaled CX with AI
Award-winning service, a commitment to supporting communities and competitive rates make Newcastle Greater Mutual Group (NGMG) the bank of choice for more than 600,000 Australians. The personalized customer experience that NGMG Customer Experience Success provides is another key differentiator and critical success factor.
We want them to feel we know them and understand their banking history and needs. And to make their transactions as easy as possible.”
Having standardized its contact center operations on the Genesys Cloud™ platform, NGMG continues to prioritize experiences. AI-powered innovations the trap of generic agencies and traffic managers including Genesys Cloud Agent Copilot and auto-summarization reduce the need for service teams to search, memorize information or take notes — leading to reductions in average handle time and hold time (50 and 30 seconds per call, respectively).
Bright Horizons Reinvents EX to Drive Engagement and Business Growth
Parents and organizations around the globe trust Bright Horizons to provide high-quality education and care. Its agents handle around 80,000 monthly calls, plus email, text and chat conversations, with maximum efficiency from one workspace. In addition, AI-powered Genesys Cloud Workforce Engagement Management has significantly Customer Experience Success reduced the time spent on manual work and alleviated mental strain with smart automated processes.
“The happier we can make our employees, the better bahrain lists the services they’re likely to provide, and that comes across through every voice and digital experience,” said Bruce Lambert, Director, Resource Planning and Reporting at Bright Horizons. “That meant a more integrated omnichannel approach that reduced agent effort and made it easier to connect customer journeys and data.”
Omnichannel CX Leads to a 50% Improvement in First-Call Resolution
Grupo Equatorial has been a mainstay of Brazil’s energy market for two decades. It serves 34 million people across 31% of Brazil, from Oiapoque in the north to Chuí in the south. But its business is changing.
Alongside its regulated electricity distribution operations, where customers have no choice of provider, Grupo Equatorial has been branching out into competitive markets such as rooftop solar power and telecommunications. These markets demand high levels of customer responsiveness and engagement.