The Premiership Customer Experience

How did you get into your chocolate football?

We’ll be honest – it was a bit tricky until we got the knife out!

Watch this short video to hear those all important CX and agent experience tangible benefits from Jeremy Curling, Senior Business Development Manager.

Kerv are a Genesys Gold Partner and we have the skilled consultants and support teams to revolutionise your fan experience using AI, digital and voice. As well as football clubs our customers include London Zoo, English Heritage, Hellofresh & Mountain Warehouse.

Contact Jeremy today for a no obligation chat.

E:, M: 07912 977191

See Genesys Cloud in action

Case Study – Brighton & Hove Albion FC

While using a legacy on-premises system and hard desk phones, Brighton & Hove Albion Football Club had little visibility into agent performance, lacked functionality and had no way to enable employees to work remotely.

With the help of Kerv, the club implemented the Genesys Cloud CX™ platform and has been able to bring voice, email and chat together to improve workflow. It has seen massive gains in productivity through the use of email and chat, while better reporting has helped with agent coaching and quality assurance.

“I think our biggest achievement really has been improving the workflow for the agents. We’ve brought email, webchat and voice all together into one system.”

Brian Kearney, Digital Systems Project Manager, Brighton & Hove Albion Football Club

Brighton & Hove FC Results

Productivity savings

30 minute daily time savings per agent


launched successfully, a first for Premier League clubs


Ability to report and make quality assessments

The State of Customer Experience 2023 – a report

This is the brand new Genesys report quoted in your letter.

Main takeaway? A lot of customers get VERY frustrated with a poor customer experience! In fact we’d go so far to say bad experiences can be game-changers. Just like devoted fans, we must raise the bar to ensure unwavering loyalty.

Read the report for greater insights.

About Genesys and Kerv

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