Why Irish Life Group adopted a self-service approach to CX
Irish Life’s Jan Richards discussed changes in customer-buying behavior following Covid-19 lockdowns
Increasing customer trust through a mixture of in-person contact and automated interactions can be a challenge for any brand – especially when it comes to balancing the demands of digital and traditional customer service solutions.
Speaking at CX Network Live: Customer Self-Service 2022, Irish Life Group head of customer experience Jan Richards explained how the assurance and pensions company overcame such challenges and experienced a period of sustained success, detailing the changes it experienced in customer-buying behavior following the end of pandemic-era lockdowns.
During her wide-ranging presentation, she also explored the impact of Covid-19 on the acceleration of digital applications and how increasing customer uncertainty has enhanced accessibility in digital customer channels.
