Vodafone doesn’t want customers locked into a chatbot. Jordan Anglin, Global CX & Channels Excellence Manager, explains why seamless handovers are where AI creates the biggest gains in customer experience.
In this episode, recorded at the CCW UK Summit, we’re joined by Jordan Anglin from Vodafone to explore the company’s approach to customer experience and how AI supports faster, more seamless issue resolution across digital and human channels.
Jordan explains how Vodafone combines its AI assistant, TOBi, asynchronous messaging, and dedicated resolution teams to reduce customer effort, eliminate repetitive conversations, and create genuine ownership from start to finish. Jordan also shares how AI is improving frontline performance through agent assistance, conversation summaries, quality assurance and real-time guidance, while offering a practical perspective on where large language models deliver real value and where they fall short.
Jordan closes with his take on where AI attention in customer experience is currently misplaced, and where he sees low-hanging fruit that’s easy to miss.
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