On Friday 21 November, ESco’s Operations & Development Director, Alistair Wood, took to the stage at the PPA Independent Publisher Conference and Awards, where he hosted a thought-provoking roundtable session titled “Using AI to Provide High-Quality Customer Service.”
The session was a standout moment in a packed morning of valuable insights. Alistair focussed on the increasingly vital role that customer service and customer experience play in the success of products and campaigns—and how Artificial Intelligence can be used to support and enhance these areas.
Drawing on real-world examples from ESco, Alistair shared how our customer and client-facing teams are already integrating AI to boost both efficiency and satisfaction. From automating repetitive back-end processes to augmenting frontline support with intelligent tools, the discussion explored practical strategies for improving both customer acquisition and retention.
A highlight of the session was Alistair’s deep dive into the outcomes of ESco’s recent AI Hack Day, where teams from across all departments collaborated to create AI-powered proofs of concept aimed at transforming our customer service operations. These initiatives are not only fostering innovation within the business but have also empowered our teams to confidently explore and embrace AI in their daily work. The most promising ideas from Hack Day are now actively being developed for live implementation.
Alistair’s roundtable was well-received by attendees, sparking engaging conversation and reflection around how publishers and service providers alike can responsibly and effectively weave AI into the customer journey.
At ESco, we’re proud to be leading the way in blending exceptional service with cutting-edge technology—and excited about the impact these innovations will continue to make for our clients and their audiences.
