A new era for customer service
"We're using advanced AI technology to power effortless customer journeys" - Elsa Chen, Chief Customer Officer, CityFibre.
It’s a continuous journey we’re on with our partners that demands vision, dedication, tools and technology, but most importantly, people who care.
We look beyond our own industry to the examples of companies that deliver the services we can’t live without and we ask: How can we make every interaction with us feel effortless? How can we put an end to people waiting in queues? And, if ever something goes wrong, how can we ensure it’s handled honestly, efficiently and compassionately?
No one understands the homes and businesses our network supports as well as the providers who serve them directly. That’s why we work closely with them to co-design every customer experience improvement – testing with them before anything new goes live.
We’ve used this approach to improve how partners place orders and get help when its needed. A new AI-driven installation experience is already keeping people informed about their installs every step of the way, and the same technology is helping partners upgrade large numbers of customers, friction-free.
We’re fine tuning our intelligent diagnostics and interfaces and introducing service tools and AI driven chat bots to efficiently handle the everyday. But even the smartest technology needs a human heart.
If an issue arises, a reputation is on the line, or a tricky question needs answering, it’s the swift intervention and accountability of a living, thinking person that makes the difference between meeting and surpassing expectations.
Acknowledging what could be better is the first step to improving service for the future. We encourage everyone in our team do this, to never stand still and to see every issue as an opportunity to learn.
If ever things don’t go to plan, we share the facts, explain the reasons, then give it our all to get it back on track. We don't hide behind systems, processes or excuses. And we never make promises we know we can’t keep, or say we know unless we do.