Cristina Rio, Director of Centralised Operations and Third-Party Service at Nedgia, took part in a round-table discussion organised by Abai to analyse the challenges and opportunities facing companies in areas such as accessibility, digitalisation and customer service quality.
Customer service is undergoing a major transformation driven by new standards of quality, transparency and efficiency. Against this backdrop, Cristina Rio, Director of Centralised Operations and Third-Party Service at Nedgia, took part in a round-table discussion organised by Abai alongside other industry experts to reflect on the main challenges and opportunities facing organisations in managing the customer experience.
Key issues were discussed during the meeting, such as lead times on resolving requests, procedure traceability, customer service channel availability and the balance between digitalisation and personalised service.
More efficient and transparent service
During her speech, Cristina Rio emphasised the importance of moving towards increasingly streamlined, efficient and transparent service models capable of providing customers with clear information and a comprehensive overview of their procedures.
This approach requires effective coordination between teams, specialists, systems and staff in order to streamline processes and ensure a satisfactory experience in every interaction.
“The new standard is not just about compliance, but about being able to demonstrate that you are compliant.”
The ability to provide prompt, traceable and high-quality responses has become a key factor in building customer trust and enhancing the customer experience.
Accessibility and inclusion as priorities
Another key point raised during the debate was the need to continue making progress towards more accessible and inclusive service for everyone.
Cristina Rio highlighted the importance of incorporating accessibility right from the design stage of customer engagement processes and channels themselves, ensuring that services are easy to use and meet diverse customer needs.
This evolution involves adapting service models and continuing to promote staff training so that we can provide an appropriate response in every situation.
Technology at the service of people
Digitalisation and artificial intelligence also featured prominently during the event. In this regard, Cristina pointed out that technology should help to streamline procedures and improve the customer experience, whilst always striking a balance with human interaction.
"AI should be a bridge to the solution, never a barrier for the customer."
The combination of automation, artificial intelligence and personalised service makes it possible to streamline processes, reduce the burden on customers and facilitate a quicker resolution of their enquiries, whilst ensuring that they can access human support whenever they need it.
Committed to continuous improvement
Nedgia’s participation in this type of event enables it to share knowledge and experiences regarding developments in customer service models, as well as to contribute to the development of services that are increasingly accessible, transparent and tailored to people’s needs.
With initiatives like this, Nedgia reaffirms its commitment to the continuous improvement of the customer experience, promoting a personalised, efficient service that is tailored to new sector challenges.
