Digital sits firmly at the heart of any successful customer engagement programme.
One organisation that’s actively putting this into practice is The BGL Group – a European financial and legal services organisation and the company behind leading brands such as Budget, Dial Direct, Bennetts and comparethemarket.com. Working closely with its technology partner Sabio, BGL Group operates an innovative ‘Hot House’ approach to accelerate innovation and digital channel take-up across the organisation’s multiple businesses.
The BGL Group was keen to investigate how additional contact options such as web chat and video chat could benefit customers. To ensure this, BGL asked its technology partner Sabio for support in bringing a number of new digital channels to market.
Sabio implemented its experienced multi-channel customer engagement technology team, taking innovative technology from initial proof-of-concept through to successful production-quality solutions ready for broader contact centre deployment.
- Successfully delivering additional channel options for customers, increasing productivity while also reducing overall customer effort levels
- Rapid delivery of live web chat solution for Beagle Street. Successful project and immediate customer benefits has led to further web chat projects with comparethemarket.com and other internal brands such as Budget and Dial Direct
- Piloted one of the insurance industry’s first commercial video chat solutions – for BGL’s Auto & General brand
- Helping simplify customer engagement processes for BGL, supporting commitment to differentiate through technology
Video: Impact of Consumer Technology Trends on the Contact Centre – BGL Group
Jayne Lansdell, Associate Director at BGL Group discusses how Consumer Technology Trends are impacting The BGL Group
White Paper: Placing messaging at the heart of your Customer Engagement Strategy
At Sabio we understand the key role that operational messaging technologies such as SMS, webchat and social messaging play in impacting the CX.
White Paper: Broadening Customer Access with the latest intelligent Virtual Assistant technologies
With 2020 looming, we’re now experiencing a race to create a single interface for the user – and the Virtual Assistant era is upon us
Blog: How Insurance and Finance Optimise the Digital Customer Experience
In a recent ‘FinTech Finance Virtual Arena’ episode, Barry Webb of BGL Group and I discussed digital customer experience during the COVID-19 pandemic. More importantly, how the insurance industry has adjusted to the new digital environment focusing on customer experience.
Video: Fintech Finance Virtual Arena
In a recent ‘FinTech Finance Virtual Arena’ episode, we discover how the pandemic has changed the way customers interact with their insurers.
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The British high street is not dead. There, I’ve said it. Yes, Debenhams and the Arcadia Group stores are closing. Yes, the pandemic has put high street stores under immense pressure. But I don’t think this is the end of our town and city centres. I think this is an opportunity to transform the retail industry and start afresh. We need to start by rethinking our approach to customer experience (CX).
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The modern-day call centre has taken some significant technological advances over the past few years and multinational retailer Marks & Spencer want to stay ahead of the curve.
Blog: What is customer experience?
Find out what customer experience or ‘CX’ is and why it matters. Discover how to improve customer experience to benefit both your business and your clients.
Case Study: How BGL Group extended self-service capabilities to phone with AI
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Imagine you’re standing at a bar and the barman comes over to serve you.