It felt like you already knew me" - how Child Bereavement UK's Genesys Cloud service is designed to spare the trauma of retelling
It felt like you already knew me.
The emotive quote was shared by the presenter of the Genesys Humanitarian Impact Award, from one young person who had used the services of Child Bereavement UK (CBUK). The next day I sat down with Letizia Perna, CBUK's Director of Services and Service Transformation, and Laura Threadingham, its Head of Salesforce and IT, to find out what "already knew me" looks like in practice, and where AI does (and doesn't) fit into the picture.
The Orchestrators Innovation Awards celebrate Genesys customers and community members using Genesys Cloud to create standout customer and employee experiences, drive business results, and share stories of innovation. CBUK certainly fit the bill - its approach offers a unified platform that spans voice, webchat, WhatsApp and SMS. This was built out at Winston's Wish - where Perna served as Deputy CEO and Director of Services and Threadingham as Head...
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