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Balancing Costs, Automation and Personalisation

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How can your Operations navigate the choppy waters of Customer Service? Budget restraints, demanding customer requirements and the CS agent force will all need to be perfectly balanced to establish a loyal community of customers and a seamless CS experience.

There is a lot to offer in terms of automation, but how do you choose what is right for the company? What actions can you take to make sure that AI provides you with valuable insights and efficiencies? How do you keep your agents engaged and turn them into brand ambassadors?

Ingrid van Ruiswijk

Ingrid van Ruiswijk

PVH Amsterdam Senior Manager Customer Service E-commerce

I have been working in Customer Service for more than 20 years, focused on E-commerce and FMCG for European markets. My passion lies in improving business processes for CS and fulfilment, while enhancing the customer experience and driving website conversion. I look for innovative self-service solutions for the customers and digital tools to reward and incentivize loyal customers. For me, the perfect Customer Service operation is a balance between automatizing the first line questions, while freeing up agents for personal contact and product related interactions. 

Gerry Brown

Gerry Brown

Customer Lifeguard Chief Customer Officer
Gerry Brown, aka The Customer Lifeguard, is on a mission to save the world from bad customer service. He helps businesses save customers at risk of defecting and breathes life into their customer service operations and customer experience strategy. Gerry has provided organizational leadership on people development, business transformation, customer engagement and technology enablement for some of the largest companies in the UK, Canada, and EMEA. These include National Express, Nutricia, The Royal Albert Hall, Endsleigh Insurance, O2, Screwfix, Sage, Sky, Bell Canada and TELUS. He is a frequent speaker, chairperson, panellist and facilitator at conferences, webinars, company events and other business gatherings, where his many years of business and customer service experience provide stimulating, thought-provoking engagement and audience participation. He is also a published author and his new book When a Customer Wins, Nobody Loses is available on Amazon to help business leaders to create winning and memorable customer experiences.

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