Making Customers Feel Special in the Age of AI

Published 04/06/26 under:

Customers might forget the exact words you say – but they almost never forget how you made them feel. And when they feel valued, everything changes. They’re more likely to come back, upgrade, take your advice and recommend you to others. 

Likewise, a well-handled issue can actually create stronger loyalty than a problem-free experience.  

That’s something smart customer service and contact centre leaders already understand. 

What Brilliant CX Looks Like in Practice

Think about the companies you trust. They tend to: 

• Know who you are.  

• Fix issues the first time.  

• Make things easy.  

• Respect your time.  

• Do what they say they’ll do. 

Kerv clients get this. They’re masters at dreaming-up ingenious ways of delivering exceptional CX through their use of Kerv and Genesys contact centre solutions. Rather than replacing human interaction, they focus on making it better through greater speed, context and personalisation. 

This allows agents to treat customers as real people whose time, preferences and stories genuinely matter – as opposed to a queued contact or case number. And that’s exactly what customers want. 72% say they prefer brands that really listen and understand them^[1].  

Creating Special Moments

Here are some examples of how digital and AI-powered CX moments that customers typically remember and talk about afterwards: 

Restoring trust during a national crisis

When Northern Ireland suffered its most devastating storm in 27 years, Fibrus Networks played a pivotal role in the government’s emergency response.

In the country’s largest-ever repair mission, Fibrus had a clear goal: to restore service, safely and as quickly as possible. 70 additional agents were trained within 72 hours. Other CX adaptations included online fault-reporting forms, a postcode-based outage map and targeted call deflection, while maintaining visibility of customer issues.

Agents were supported with handbooks, canned responses, real-time Teams assistance and dedicated escalation routes. Proactive communications generated 48,000 outbound text messages and 6,600 customer cases, reducing inbound demand.

Fibrus also became the first provider to announce compensation, helping build trust while streamlining claims and reducing agent workloads.

Building a digital-first contact centre that drives business growth

A 100% digital contact centre provides PureGym customers with consistently great service, regardless of their preferred channel – be it email, chat, or social platforms.

Contacts no longer abandon during busy periods, allowing PureGym to capitalise on revenue opportunities and process 18% more member applications than before.

With satisfaction scores trending upwards, PureGym no longer has the expense and headache of recruiting temps and managing incoming calls.

Additional benefits include a 4% decrease in contacts requiring agent assistance and a 300% increase in call deflection and automated handling.

Conserving resources while boosting resident satisfaction

West Lindsey District Council has redesigned CX with live chat, a website chatbot, intelligent call deflection, analytics and real-time reporting.

By bringing everything into a single workspace, agents now have greater visibility and control, lowering stress and improving productivity. Call records and recordings are automatically linked to CRM customer profiles, providing richer insight while eliminating manual effort.

With customer satisfaction consistently between 88% and 90%, the Council has saved 640 hours (equivalent to 80 working days) and reduced call waiting times by 57%.

The transformation has also delivered significant improvements in call handling times, first-contact resolution and self-service adoption.

Setting Agents up for Success

They can’t be expected to create memorable moments with rigid scripts alone. It takes a contact centre designed with the right tools and insights that enable them to form deep, meaningful connections.

Making customers feel special takes AI-driven intelligence, context-rich data and automation – three big focus areas where Kerv CX specialists are increasingly helping our clients to transform. 

For example, by: 

What It All Comes Down To

These examples aren’t big gestures, but they feel personal. And that’s what people remember. Customers feel special when agents are empowered to:

• Pay attention.
• Take ownership.
• Personalise interactions.
• Show real empathy.

Get that right, and your customers won’t just be satisfied – they’ll keep coming back time and again.

 

As the longest standing Genesys Cloud partner in EMEA, Kerv has successfully deployed Genesys Cloud to over 25,000 agents in 100+ customers. Drawing on our unrivalled technical support, 24/7 managed services and customer success practice, we obsessively ensure Kerv customers always get the greatest benefit from their Genesys investment.

For further information on the solutions featured in this blog, or to register for forthcoming Kerv events, please get in touch.

[1] The State of Customer Experience Report, Genesys, 2025.