From 10 to 12 April 2018, the Kiamo team was present at the 5th edition of the Customer Strategy Show – the not-to-be-missed event for the professionals of Customer Relations in France – held in April every year in Paris, Porte de Versailles. The theme this year was “augmented reality”, which was undoubtedly the main subject discussed in several conferences during the event. While in recent years artificial intelligence has become a central topic in discussions about the future of customer relations, we now observe that a more pragmatic approach is being taken to this subject. People speak more of human-machine collaboration, in particular robotisation of repetitive tasks thanks to the new technologies which simplify and optimise human work while increasing its added value. The other subjects discussed during the show’s conferences, workshops and plenary meetings include permanent customer listening, customer uses and preferences of the various communications, data in the customer experience, etc. On the second day of the show, Kiamo organised a conference with the participation of one of our customers: SantéVet.
Kiamo’s Product Marketing Director, Arnaud Cavé, and the SantéVet Sales and Customer Relations Director, Frédéric Denonfoux, presented the advantages of our cross-channel solution and the results of its use on the efficiency of the teams. In an increasingly digital world where the communication channels have almost tripled in 10 years, the main thing is to deliver qualitative and immediate answers to customers, regardless of the channel used. Kiamo meets this requirement, discussed at length during the conference.
Mr Denonfoux explained how Kiamo enabled SantéVet to:
- improve the processing of the contact channels (especially voice and (web) call back) and increase their number;
- manage IVR configuration more efficiently and optimise flow distribution;
- make the advisers more productive and allow them to carry out personalised processing for the customers;
- perform real-time supervision and improve reporting and analysis of results
Mr Denonfoux stressed the fact that Kiamo’s “major advantage” for SantéVet was “multi-campaign, multi-brand and multi-language management, in call-blending”!
The show was also the opportunity to introduce the new version (6.5) of our solution, either individually with the interested visitors or collectively during the live demonstrations on our booth.
We would like to thank all the visitors we met during the show and who displayed interest in the Kiamo solution. We hope to see you again very soon!