Paul Beckers’ Post

Gil Rosen, our CMO, had some powerful discussions with CMOs about the future of #GenAI in #telco, and how it’s set to transform operations and enhance customer experiences. Mauricio Ramos from Latam Airlines also shared some great thoughts on how #AI is becoming central to so many industries, including aviation, highlighting its potential to drive efficiency and improve customer satisfaction. These kinds of conversations really show how committed we are to pushing boundaries and exploring what’s next in telecom. Exciting times ahead! #Amdocs #Innovation #CustomerExperience #LatamAirlines

Last chance to register! ⏳ In today’s competitive airline industry, delivering exceptional customer experiences while optimising costs is more critical than ever. Don’t miss out on this exclusive webinar with Sabio & Twilio, where we reveal how AI-driven solutions are transforming leading airlines! ✅ What you’ll learn: - Proven insights from top airlines - How agile platforms like Twilio are driving rapid innovation - Practical tools to enhance CX, streamline operations, and maximise budgets Whether you’re focused on CX, operations, or cost management, this session will equip you with the strategies to stay ahead in a fast-evolving market. Register now and secure your spot: https://lnkd.in/eh2ZRz8r #AI #Airlines #IVR #Innovation #CX #Webinar

Customer frustration due to extended wait times, limited self-service options, and the need for personalization can greatly affect brand loyalty. A leading airline tackled this challenge head-on by implementing a unified contact center solution powered by AI. This resulted in a significant improvement in customer experience, including: 🎯 78% of informational calls were resolved through self-service in the IVR, reducing wait times and frustration. 📞 Reduced call abandonment rates, making it easier for customers to get the help they need, when they need it. 🌀 Seamless agent transitions with complete customer context, ensuring faster resolution times and a smoother overall experience. ✨ Personalized experiences, tailoring interactions to individual needs for a more satisfying customer journey. Here's how our AI solution modernized the airline’s customer experience ⬇️ #Airlines #TravelExperience #CustomerExperience #RozieAI

⌛Just 2 weeks to go until our webinar! Over 100 professionals have already secured their spots—will you join? Our featured speaker Thomas Lynch played a pivotal role at London North Eastern Railway in selecting and implementing their chatbot. Tommy’s expertise in using #GenerativeAI to transform passenger experience during disruptions is something you won’t want to miss. Whether you’re involved in public transportation, customer experience, or digital transformation, this webinar is a 𝐦𝐮𝐬𝐭-𝐚𝐭𝐭𝐞𝐧𝐝! 📅 When: September 2nd, 1pm CET 👉Register here now:  https://lnkd.in/dUezSNiQ 📽Can’t attend live? No worries—just register, and we’ll send you the recorded webinar afterward! #PublicTransportation #CustomerExperience #AIinTravel #DigitalTransformation

🚢 Cruise into the future of seamless travel with NashTech! 🌍 As cruise guest expectations shift with the rise of mobile and AI, delivering a frictionless, connected vacation is more crucial than ever. 🛳️ At NashTech, we helped a global cruise leader transform their legacy systems into a digital-first experience, achieving: ✅ 95% customer adoption rate ✅ 80% faster deployment of new features ✅ 89% increase in customer satisfaction Want to learn how we empowered their digital transformation? 🚀 Check out our case study and see how we can do the same for you: https://bit.ly/4bcU3rw #DigitalTransformation #CustomerExperience #CruiseInnovation #LegacyModernisation #NashTech

Remember when Frontier Airlines removed the ability to call them…yeah they rolled that back last week. 😂🤣🤣😂😂 Customer service is still a differentiator. Let customers choose how to work with you by having a mix of human and automation (self-service) options. #cx #voice #customerservice #iva #ai

✈️ A Major Airline's Success Story with AI-Powered Contact Center Imagine agents equipped with a unified workspace that boosts efficiency and empowers them to handle more complex inquiries. This transformation became a reality when a leading airline implemented an AI-powered contact center solution. The results? 📈 16% Increase in Transactional Calls Handled ⏱️ Reduced Average Handling Time (AHT) 🌟 Improved Customer Experience 👩💼 Increased Employee Retention and Satisfaction Swipe through this carousel to see how the Airline empowered its agents with RozieAI's help. #CustomerExperience #CustomerService #AI

⏳ Just 2 weeks to go until our webinar! Over 100 professionals have already secured their spots—will you join? 👀 Our featured speaker, Thomas Lynch played a pivotal role at London North Eastern Railway in selecting and implementing their chatbot 💬 Tommy’s expertise in using #GenerativeAI to transform passenger experience during disruptions is something you won’t want to miss! Whether you’re involved in public transportation, customer experience, or digital transformation, this webinar is a 𝐦𝐮𝐬𝐭-𝐚𝐭𝐭𝐞𝐧𝐝! 📅 When: September 2nd, 1pm CET 👉 Register here now: https://lnkd.in/dzttWD4T 🎥 Can’t attend live? No worries—just register, and we’ll send you the recorded webinar! #PublicTransportation #CustomerExperience #AIinTravel #DigitalTransformation

Yesterday, I finished my judging for the Enterprise Connect Innovation Awards. This year's theme is customer experience. As you can predict, there are a lot of AI-powered chat solutions designed to take the burden away from human agents and speed up customer interactions. Unfortunately, British Airways skipped the intelligent part. My interaction: - I need help with checking companion flight availability BA: Here's where can you check-in - I don't want to check-in BA: Here's where you can check-in - Can you transfer me to a human please? BA: What's your BA number? - I already entered this to start the chat BA: Can I get your booking number? - I haven't made a booking BA: You are number 43 in the queue. With all the technology readily available to do this A LOT better, who's to blame? Vendors for lack of demand, awareness, and urgency or contact centers for lack of realization that this is the difference between customer retention and churn? #CustomerExperience #AI

I recently had to cancel 2 different flight tickets and had 2 different experiences. Call A : When I called up the airline, a voice bot guided me through the entire process. As you can see, it took upto 10 minutes for me to cancel my ticket. For every single question, I had to repeat myself a number of times until the bot understood what I was saying. Call B is today morning. Somehow, I got connected to an agent directly. And the whole end to end cancellation process along with confirmation of cancellation took less than 2 minutes! 10 minutes vs 2 minutes! Cannot even be compared. This is not the first voice bot that gave me a long hassle. Their cousins, chat bots, seem to be much better in this regard. Digital transformation in CX sometimes happens at the cost of customer experience, till the tech reaches a stage of maturity. Till that happens, firms should look at only incremental & slow reliance on tech. It would be much better to focus on contact centre load management via human agents #cx #customerservice IndiGo (InterGlobe Aviation Ltd)