Chapters
#1
Background to the digital and AI transformation at Walsall Council
00:23
#2
Why do it?
01:23
#3
Giving residents the best possible experience
03:24
#4
What has improved?
07:03
#5
Helping residents of all generations and nationalities
08:34
#6
Implementing change with your agents (not to them)
10:50
#7
Learning the knowledge
14:46
#8
What's next for Walsall?
18:15
#9
No agents = no customer experience centre
19:35
#10
Using AI to help overcome today's economic, social and financial challenges
21:07
#11
Phenomenal savings with Genesys!
22:05
#12
What will 2025 bring for contact centres and CX?
24:57
#13
Kiran takes questions!
27:44
Transforming the resident experience at Walsall Council
Listen to our latest podcast as we talk to the award-winning Walsall Council about their transformation in resident experience - increasing accessibility and customer satisfaction by utilising existing functionality and AI - no budget increases needed! Featuring Kiran Grewal-Lehal, Customer Delivery Manager and an interesting chat about AI.
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