CX leader Jessica discusses her journey as she asked her CIO for new cloud technology and promised to transform their internal service desk operations with new digital channels, automation, and AI. What started as a simple search for AI and bots led to a cloud-based omnichannel customer service operation across departments while leveraging existing systems and achieving ROI payback in just a few months. Although the solution was originally intended to be deployed to employees on-site, due to the pandemic Randstad shifted their service management operations to support remote workers while maintaining operational efficiency.

My Promise to Our CIO: Give Me a Year to Transform Our Customer Service

This fireside chat discusses how one of the world's largest HR services firms, Randstad, was able to transform their internal service management process with omnichannel, automation, and AI.