The Bank of Queensland (BoQ) has said one of its top key learning throughout its call centre cloud migration journey has been introducing digital curation. Through digital curation, organisations can select, preserve, maintain and archive its digital assets. BoQ is already to scale out its AI efforts following a trial of agent assist capabilities throughout its customer experience teams. Stuart Moran, transformation and optimisation lead for the contact centre at BoQ Group told a recent Genesys Xperience Sydney audience that “it goes without saying that the test and learn approach has been fantastic” throughout its ongoing digital transformation efforts. “Another great learning has been introducing digital curation. The great thing about the tool is that it’s able to be tuned. I like the analogy of tuning an instrument because it’s a bit of a constant. “Even developing the first bot flows, we put some dedicated team members into digital curation that’s the role, how do we tune the instrument and make it better, faster, simpler.” Moran said if the team “had our time again, I think that’s been a real benefit because we’ve gathered really great learnings from real bankers and real customer insights at a small scale and […]
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