Digital CX Week 2022: The Joy of Proactive

Overview

Dr. Mark Smith, General Manager at ContactEngine, and Dr. Nicola Millard, Principal Innovation Partner at BT, sit down to dispel common misconceptions about what it means to implement proactive, AI-driven customer care and discuss how to avoid accidentally overwhelming your call center. They share how proactive, if done properly, can be truly transformative to your bottom line and put a smile on everyone’s face!