For most enterprises, the customer experience (CX) has become a CxO issue that has to be front and centre in any viable strategy for success and competitive advantage.
Greater choice, social media and increased mobility are just some of the factors that have created a new type of empowered customer – one who expects more flexibility, greater personalisation and faster resolution from organisations that want to develop or sustain a relationship with them.
At the heart of the customer experience, the contact centre has replaced the call centre. And as the contact centre continues to evolve it becomes the place where business winners and losers are being created – at far greater speed than ever before.
AT&T has the advantage of over 30 years’ experience working with contact center executives and wanted their omnichannel solutions to be promoted and experienced at their flagship event: AT&T Summit.
AT&T’s brief to The Rubicon Agency was to create scenarios, demonstrations and a range of assets to support sales enablement and executive conversations which would resonate with a wide range of verticals and public sector organisations.
Our solution included the creation of a video story which captured key customer expectations and encouraged attendees to experience a set of interactive demonstrations. With scenarios and options that employed some creative licence the demonstrations illustrated typical customer journeys and examples of contact centre resolution made possible through AT&T omnichannel solutions.