Elsa Chen
TECH & AI
Elsa Chen
TITLE : CHIEF CUSTOMER OFFICER COMPANY : CITYFIBRE INDUSTRY : FIBRE COMMUNICATIONS LOCATION : UK
Chen is the Chief Customer Officer at CityFibre and leads the end-toend customer experience strategy across CityFibre ’ s verticals . With more than 17 years of experience in the UK wholesale telecoms sector , Chen has dedicated her career to developing a customer centric business culture and a people-focused approach to improving business performance .
“ It ’ s amazing what ’ s possible when you consciously challenge the norm and choose never to stand still ”
ELSA CHEN CHIEF CUSTOMER OFFICER , CITYFIBRE
Around-the-clock care He adds that , because customers demand immediacy and seamless interactions – the pace of which can make or break a brand – technology including the likes of AI chatbots plays a significant role in modern CX and offers round-the-clock customer support , allowing customers to receive assistance and information at any time .
“ Another key advantage of AI chatbots is their scalability ,” he says . “ They can handle a large volume of customer inquiries simultaneously with no fatigue or delays , while providing quick , instant , and efficient responses . Thanks to their interactivity , advanced AI chatbots can deliver deeper personalisation than more static or passive channels . mobile-magazine . com 151