Join us for this month’s CCA Coffee Club as we explore the use of video as part of the customer contact experience, including the opportunities, challenges and practical considerations involved in moving from voice to video.
As organisations continue to explore new ways of supporting customers, video has the potential to provide a more personal and engaging experience in certain customer journeys. But where does it add most value, and what needs to be considered before introducing it?
This session is an opportunity to share experiences and perspectives from across the group, hear from any organisations that have explored or introduced video contact, and discuss what others are considering as part of their future customer contact strategy.
Discussion topics will include:
- Where could video add most value within customer contact, and which customer journeys or use cases might be best suited to it?
- For those who have experience of video, how has the move from voice to video been approached and what lessons have been learned?
- What are organisations seeing or anticipating in terms of customer appetite for video, and what potential barriers need to be considered?
- What technology, processes and colleague skills are needed to support effective video interactions?
- How should considerations such as accessibility, privacy, security and customer consent be addressed?
- How could organisations measure the success and value of video contact for both customers and the operation?
- Beyond video, what other capabilities or channels could help organisations provide a more effective and joined-up customer experience?
Whether you have already explored video, are considering it for the future, or simply want to understand how it could work in practice, this will be a great opportunity to compare thinking, ask questions and learn from the experiences of others across the network.