Engaging digital customer experience
Vodafone are aiming to deliver the UK’s most engaging digital customer experience. Which isn’t going to be easy, as it’s something that’s not changed much over the years, with most people thinking it’s all phone calls and headsets. The digital revolution will create competition like no other and opportunity for those best placed to seize it.
Educating and upskilling contact centre colleagues and candidates was paramount to being ahead of the competition. The campaign had to be positive and show the world of opportunity on offer and the different ways of working that will be necessary to connect with consumers in the way they want. When they want.
‘Connecting on a whole new level’ is the EVP we’ve created for the customer service and operations sector of Vodafone. It highlights the improved experience that customers will have with Vodafone as the digital customer journey gets more sophisticated, making it quicker and easier to make simple transactional changes and freeing up time for Advisers to have more meaningful conversations with customers that have more complex issues.
No other medium but video could bring this to life and reflect the complex, diverse and fast paced yet calm, friendly and professional environment. Script, sound and situations were the key drivers for this video bringing as many senses into play as possible. And using these to demonstrate the connection with the customer and the business. The script was intentionally short to deliver key messages that couldn’t be ignored. For situations, we showcased the industry leading work Vodafone is doing, from guiding a blind Paralympic skier downhill through the power of 5G to computer controlled tractors. We used Vodafone’s own people and made them the stars of the show, filming them in real and unscripted situations to capture authenticity and be relevant to the primary audience.