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Read how Convergence Group is seeing the real business value of Wholesale Ethernet to deliver high-quality connectivity for their customers.
Read how we’ve helped FastNet build their broadband business and keep their promises to bandwidth-hungry business customers.
See how we enabled Entanet to create a simple, powerful FTTC promotion which has seen their FTTC run-rate double since launch.
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Today, customers’ expectations are higher than ever – they want brands to really understand them and provide smooth, personalized experiences across every touchpoint.
By tapping into contextual data, AI has the power to anticipate customer needs and deliver tailored support that boosts satisfaction and loyalty. So, where should logistics companies like DHL focus their investment for the greatest impact?
Transforming contact centers into strategic assets
According to research by BT, 69% of consumers find dealing with customer service issues exhausting, and 57% say that convenience and service quality matter more than price when choosing who to buy from. This creates a golden opportunity: customer service no longer has to be a cost center – it can be a powerful differentiator.
By harnessing AI and data-driven insights, contact centers can become engines of customer satisfaction and loyalty, turning every interaction into a relationship-building moment.
Chatbots: Working for, not against, your customers
Chatbots have become essential in delivering efficient, 24/7 customer support – but the key lies in doing them right. A well-designed chatbot doesn’t just answer FAQs; it guides customers through meaningful conversations and knows when to hand over to a human advisor.
The handover should be seamless, with full context preserved so customers don’t have to repeat themselves. And it’s important that they’re handed over to the right person, with the necessary skills to resolve the issue. This approach not only enhances the customer experience but also strengthens brand reputation.
Audio AI and smarter IVR systems
AI-powered audio tools and IVR (Interactive Voice Response) systems are transforming the way businesses handle customer calls. With the growing familiarity of voice assistants like Siri, Cortana, and Alexa, customers are increasingly comfortable talking to tech. BT’s AI-driven voice tech has already shown major results, cutting call times by up to ten minutes.
For a logistics leader like DHL, investing in AI-enhanced voice systems means faster resolutions, smoother operations, and happier customers. For example, Natural Language Understanding (NLU) tools allow customers to speak naturally without the restrictions of rigid menu options.
And it doesn’t stop there. These tools also support continuous agent improvement. Calls are recorded, analyzed, and scored – providing useful feedback that helps advisors refine their approach and deliver better service every time.
Proactive communications: stay ahead of customer needs
Great service isn’t just about reacting quickly – it’s about anticipating customer needs before they need to reach out. Predictive analytics allows contact centers to do just that, turning service from reactive to proactive.
Dr. Nicola Millard, Principal Innovation Partner for BT, sums it up perfectly: “The key is understanding what the customer wants to know, choosing the right channel, and sending the message at the right time. But it’s vital to avoid being intrusive or annoying – customers won’t tolerate irrelevant notifications.”
With the right balance, DHL can use predictive insights to keep customers informed in helpful, non-intrusive ways, building trust and long-term loyalty.
How can BT help?
Genesys Cloud – BT’s all-in-one orchestration platform – unifies contact center operations with Workforce Engagement Management (WEM), seamlessly integrating voice, chat, email, and social channels while enhancing employee performance and customer satisfaction.
If you're looking to transform your contact center into a strategic asset, our team is here to help you get there. Visit the DHL Digital Hub for more information.
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