CIOReview Europe Weekly Brief
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AI is often dismissed as impersonal, but Goodays is turning this perception on its head with its cutting-edge AI-powered customer experience (CX) management platform. By uncovering the sparks that ignite loyalty and transforming those insights into actionable strategies, Goodays is redefining what it means to truly understand and serve customers, and ushering companies into a new era of personalised connection and growth. The algorithms decode the subtleties of customer sentiment, pinpointing pain points in customer journeys and critical satisfaction trends. This enables businesses to make swift, data-driven adjustments to improve their services. “With AI at the core, Goodays delivers a level of understanding that simply wasn’t possible before. It identifies underlying patterns, predicts emerging issues and provides actionable recommendations,” says Thibaut Carlier, co-founder. It all started in Lille, France, in 2012, when Goodays began implementing real-time feedback
Digital Magazine
AI Customer Experience Management Platform of The Year
Support has traditionally been reactive in practice; a customer calls support when he/she encounters an issue or needs help with something. Now, the support function, particularly in the B2B (business-to-business) space, is transitioning from a reactive transactional model to a more proactive and preventive posture. In fact, proactive customer engagement grew by 14 percent from 2019 to 2020. Yet, only two-thirds of support demand is related to the adoption and application of products, and only 28 percent of companies have proactive engagement efforts in place (as per Customer Support Transformation: The Guide to Essential Practices and Metrics report, Dec. 2020.) In order to keep up with the growing expectations, support must go beyond simply meeting the demand to deliver enhanced customer value. B2B support is about the customer, not the individual ticket. Created by industry experts who have lived through the struggles of being a B2B company in a B2C (business-to-consumer) support w.
CXO INSIGHTS
Artificial Intelligence - The Future Is Here?
Dr C. Matthew Jones, Head of Risk Decision Science & Analytical Innovation, Nationwide Building Soci
Immersive Reality, Augmented Reality, Extended Reality: Metaverse In Pharma It Will Be Possible?
Stefania Alvino, Head of Digital Innovation - Customer Experience Excellence Department & DSPACE, Da
Cybersecurity, Ai And Customer Experience
Candice Pressinger, Director of Customer Data Security, Elavon Europe
Transforming Customer Experience Leveraging Technology
Wes Dudley, Vice President of Customer Experience, Broad River Retail
Augmenting Customer Experience Using Digital Marketing Tools
Dylan Keath, Executive, Marketing Enablement and Transformation, NAB
The Importance Of Maximising Customer Experience In The Claims Handling Process
Ignacio Gámez Sainz, Head of Claims, Prima
IN FOCUS
The Experience Architects: When AI Thinks, Acts and Cares
“How can I help you today?” That simple question, once answered by a human on the other end of a phone line, has evolved into something extraordinary. Today, it might come from a chatbot that remembers your preferences, anticipates your needs and delivers solutions faster. Never have to wait, no matter the time or place.
Mplementing AI-Powered Customer Support in Simple Steps
Implementing AI-powered customer support is a strategic move that can significantly enhance efficiency, customer satisfaction and overall service quality. However, businesses must approach the process methodically to ensure successful integration, defining clear objectives and understanding customer needs.
EDITORIAL
Transforming Customer Experience with AI Innovations
Conversational AI platforms, which use natural language processing (NLP) and machine learning, are at the forefront of this change. These systems are increasingly capable of parsing context and sentiment, allowing them to handle complex interactions and offer personalised responses. Such advancements not only enhance customer satisfaction but improve operational efficiency by automating routine inquiries, significantly easing the load on human customer service agents.
Another significant advancement is the use of AI-driven analytics to predict customer behaviors and preferences. These tools sift through vast data sets to unearth patterns that help businesses tailor customer engagement strategies. The increasing use of predictive analytics enables companies to foresee customer needs and refine their journey mapping to improve overall experiences. By integrating AI across various customer touchpoints, businesses are ensuring consistent and seamless interaction across all channels, meeting the high standards of today’s digital-first consumers.
Driven by these trends, the global AI customer experience market is estimated to reach USD 76.7 Billion with a CAGR of 22.0 percent by the end of 2033.
This magazine features a thought leadership article from Roger Graell, Chief Digital Officer at Bata Group, who focused on delivering a seamless, customer-centric shopping experience through an integrated omnichannel approach combining innovative digital technologies. It also features an article from Martin Lampman, CCMP, Director, Customer Support Operations and Social Purpose and Player Experience at BCLC, who emphasises the transformative potential of AI in addressing organisational challenges.
In this edition of CIOReview Europe, we also bring you the story of the AI Customer Experience Management Platform of the Year in Europe 2025, delivering valuable insights and solutions, leading companies to make informed decisions and giving them a competitive advantage. One of them is Goodays, which transformed customer engagement by changing feedback into actionable insights, enabling businesses to improve satisfaction, loyalty and operational efficiency.
In this edition we are featuring the AI Customer Experience Management Platform of the Year in Europe 2025, we hope we find you the right partner to meet your organisation’s needs.
