Transforming the resident experience at Walsall Council | The CX Factor Podcast

Click on the button to load the content from player.ausha.co.

Load content

The CX Factor: A Deep Dive into Customer Experience

Welcome to The CX Factor, a podcast that explores the intricacies of customer experience (CX) from the perspective of those who know it best – our customers. Join us as we interview Kerv Experience clients, delving into their unique journeys, challenges, and triumphs in the realm of CX.

For this episode we are joined by Walsall Council, discussing their goal to provide the best resident experience by utilising digital and AI. Featuring Kiran Grewal-Lehal, Customer Delivery Manager at Walsall.

Key highlights:

  • About their transformation and winning the Most Improved Council award
  • Giving residents the best possible experience
  • What’s improved?
  • Implementing change with your agents (not to them)
  • Buy Genesys to save money!
  • What will 2025 bring?

Enjoyed this podcast? Listen to some more!

CX Translate is helping Walsall improve the experience for residents where English is a second language, find out more about this game changing product for Genesys contact centres.

We are thrilled that our partnership with Walsall has been awarded Highly Commended in the Partner and Customer Collaboration of the Year by Socitm.

You might also be interested in

blog

Reflections from the Emergency Tech Show with Microsoft at the NEC

blog

Small Shifts, Big Savings: The IT Tweaks That Actually Pay Off 

blog

Sweating the Tech: Getting More from What You Already Own 

blog

Cutting IT Costs Without Cutting Corners 

blog

Laying the Foundations for Digital Transformation: The Kerv Approach 

blog

Getting AI Ready Starts with Cyber Security: What We Learned from the...

Events

CX and AI Strategy Event 2025, Leeds

Events

Building the Case: Strategic Programme Planning for Nonprofits

Events

Leading with Confidence: Strategies for Sustainable Change in Nonprofits

blog

Reflections from the Microsoft Global Nonprofit Leaders’ Summit in Seattle

Worth Digital

is now part of Kerv

In a continued effort to ensure we offer our customers the very best in knowledge and skills, Kerv has acquired Worth Digital.

Netwrx

is now part of Kerv

In a continued effort to ensure we offer our customers the very best in knowledge and skills, Kerv has acquired Netwrx.