Alan Stott, director of customer contact for Virgin Media O2, discusses the company’s implementation of AWS services to improve customer experience. Virgin Media O2, a UK telecommunications company with 6 million fixed-line customers and 40 million mobile connections, converges the service experience. The collaboration with AWS provided simplicity in integration and data management, enabling continuous customer conversations across all touchpoints. The company has seen improvements in customer satisfaction, reduced handoffs, and greater agent empowerment through better data provision. Accenture partnered with AWS to help Virgin Media O2 leverage the Amazon Connect product effectively. Alan is excited about upcoming AI and generative AI components, as well as quality management improvements and encourages boldness in embracing new technology to achieve different outcomes for the business.
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