Bright Pattern is Ted Hunting, SVP of Marketing for the leading provider of AI-powered omnichannel cloud contact center for innovative companies, was the recent chair and a keynote presenter at Customer Contact Week (CCW) Europe 2020.
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“An unthinkable pandemic shook the world this year, and has affected businesses, employees, and the customer experience in the most profound ways. In order to come back even stronger, we need to put our heads together, look to a brighter future, and rethink how we deliver CX given the recent trends that have reshaped businesses and how people operate,” said Hunting.
At the annual conference, Hunting presented “Rethinking Customer Contact Post COVID-19: 5 Keys to Win with Your Business and Employees”. The keynote session discussed key trends for companies to follow in order to deliver a great customer experience beyond the pandemic. After presenting the keys for companies to win, Bright Pattern shared examples of companies who are already deploying these keys today:
- A European travel exploration company moved to a 100% remote workforce in weeks
- One of the largest US banks turned on 2000 agents in 10 days handling 3 million interactions per month
- A regional insurance company during the recent hurricane season made every employee an “agent” to help bring contact center capabilities to the entire company and help every customer in need
- COVID tracing teams using remote agents in the UK and Korea
- Remote agents delivered telehealth services in Mexico for those dealing with COVID-related stress
- A luxury brand BPO providing customer service to high-end brands moved 100% remote and will stay remote permanently
Bright Pattern has seen growth of over 100% in the last year with strong growth in Europe, Middle East, and Africa. Innovative customers in EMEA include:
- Hurtigruten Moves All Call Center Agents Remote During COVID-19 Thanks to Bright Pattern Cloud-Based Contact Center Software
- Bright Pattern Contact Center Provides Omnichannel Communications for COVID-19 Contact Tracing in the United Kingdom
- Bright Pattern Contact Center Selected by Global Cybersecurity Firm in Ireland
- Bright Pattern Powers the First 100% Cloud-Based CCaaS Provider in South Africa
- Bright Pattern Powers Pizza Chain with Chatbot Enabling Customers to Order Favorite Pizza by Sending a Pizza Emoji to the Company via Facebook Messenger
“CCW is the world’s largest customer contact event series where customer care, customer experience, and contact center leaders come together to learn and share new ideas on customer experience technology and processes,” said Hunting. “We are excited to join with others to share ideas and best practices for the customer experience in the coming year.”
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