Goal
Publish a flagship thought leadership piece to drive the content strategy for the year.
My impact
Worked with Global Web Index to design the study that surveyed 4,500 US-based desk workers about what they expect in customer service
I analyzed the data and wrote the report, using ChatGPT to create the first prototypes of the data visuals that guided final design of the report
I developed the content program that led with a webinar and repurposed and distributed the report into multiple assets across all of our owned and earned channels
Outcome
The campaign influenced over $1M in pipeline
Generated over 800 leads from the downloadable assets and the webinar within the first
View the report
Watch the webinar
Repurposed for target vertical
The data was adapted for logistics, one of Front's key industries. This report influenced a renewal opportunity of $266K.
View the report
Blog article: AI comfort gap
An interesting finding in the study was how wide the range was in trusting AI-powered customer service, which was highly dependent on the customer's AI fluency. I broke it down in this blog post.
Blog article: AI in CX
Then I did a side-by-side industry comparison of AI's role in customer service. Check out the blog post.
