Cognitive Customer Experience

Solutions

Cognitive Customer Experience

Transforming data into intelligent interactions

What if you could take customers from calling you with a problem to solving problems before they even know they have them?

Through decades of centralisation and cost driven globalisation, we have lost the human touch, and our ability to create meaningful connections with our customers.

Contact centre technology has not changed in years, and neither has the customer or agent experience:

  • Expensive to run legacy technologies
  • Difficult and slow to make changes, and complex integration
  • Customers can’t choose their preferred method of engagement leading to a frustrating experience
  • Dis-engaging experience for contact centre agents.

Introducing Deloitte’s Cognitive Customer Experience

Deloitte, along with its alliances with AWS, Salesforce and ServiceNow, are implementing scale Cognitive Customer Experience (CCX) solutions in Australia.

The CCX team, including designers, engineers, alliance ecosystems and change managers, works with you to create powerful and intelligent insights, shaping new capabilities by integrating AI with your data and customer interactions.

CCX has the power to take you:

  From To
au-con-icon-1-1x1.jpg (150×150) Reactive customer-driven calls Proactive anticipation of needs
au-con-icon-2-1x1.jpg (150×150) Basic data points Understanding how customers think and feel
au-con-icon-8-1x1.jpg (150×150) Basic reporting AI that uses your data and keeps getting smarter, and your customer interactions get better
au-con-icon-7-1x1.jpg (150×150) Long call centre queues Quick and satisfying outcomes
au-con-icon-9-1x1.jpg (150×150) Overburdened call agents Motivated relationships managers
au-con-icon-10-1x1.jpg (150×150) Frustrated customers Happy loyal advocates

Contact us to find out how to deliver unparalleled customer experience.

Contact us

Steve Rayment

Steve Rayment

Partner, Consulting

Steve is a financial services technology partner and the national lead for technology-enabled innovation. With his focus on innovation, Steve established the Cognitive Customer Experience practice, de... More

Tim Bradey

Tim Bradey

Partner, Consulting

Tim Bradey is a Technical Consulting Partner at Deloitte, he has a strong technical and strategic background in relation to Public Cloud, specifically AWS, Modern IT and DevOps. Tim has 20 years of ex... More

Zack Levy

Zack Levy

Partner, Consulting

Zack Levy is a Partner at Deloitte, he leads the National AWS Alliance as well as the AWS Practice for Deloitte Consulting in Australia. With more than 25 years of experience in the technology industr... More

Ciaran O’Connell

Ciaran O’Connell

Principal, Consulting

Ciaran is a Principal in our Technology, Strategy & Transformation practice. Ciaran has a strong track record, with over 20 years’ experience supporting businesses to improve their organisational perf... More