AT&T CX Automation Case Study : Last week, at the CXN Live Digital CX 2021 industry conference, we delivered a valuable virtual session on digital automation and transformation with our great client, David C. Williams, Assistant Vice President for Information at AT&T. David sat down with FICX’s CEO Michael Oiknine to discuss how digital automation can transform customer experience and contact center productivity. Our speakers provided great insight and tips on the right way to digitally transform CX.
Since the case session last week, we’ve received lots of requests for access to the session play back. The video is posted below. We think you’ll find it worth your time to have a look at what this leading company has done to drive competitive advantage via no-code technology — both during the height of the pandemic and more recently in this “new normal” era.
Discover how a successful POC of FICX’s No-Code CX Automation Platform during the US onset of COVID 19 led to rapid development and adoption of the FICX solution across the world’s largest telecommunications and wireless service provider. Learn how CX automation:
- Slashed costs and development time with “no-code” CX automation
- Lifted sales and data quality by optimizing customer experience
- Lowered costs and boosted satisfaction with at-scale call deflection
- Used digital to enhance customer data security and first call resolution
In this highly engaging session, David also shares great advice on project success factors including how to drive buy-in from employees and secure commitment across a large organization for transformational automation projects and innovation initiatives.
Sessions like this are valuable because, in such fluid times, we all need to learn from each other the best approaches to engage and support customers in ways that drive a win-win for the individual and the company. Customer satisfaction depends on a carefully crafted strategy in any business, including the highly competitive telecommunication industry. Opportunity analysis and efficiency innovations are just two of the essentials here. We hope you enjoy the CX automation case study video!
Thanks to CX Network for putting on this great event. And a very special thanks to David for his participation and amazing partnership.
You can also check out our recent posts covering trends, key CX insights and information on no-code CX automation technology to discover new innovative ways to drive revenue, acquisitions, savings, and outstanding customer satisfaction with no-code cx automati.