POSITIONING WATERFIELD AS THE LEADER OF THE AI-ENABLED CONTACT CENTER

The Challenge

In its first-ever PR agency engagement, contact center professional services firm Waterfield Tech sought to create thought leadership for its subject matter experts (SMEs), spotlight the firm’s expertise in AI in driving contact center digital disruption, and distinguish the company’s offerings from its “big guy” competitors like Cognizant and C1.

The Strategy

• Position Waterfield’s SMEs as the go-to thought leaders on AI-enabled contact center transformation

• Connect Waterfield's areas of expertise to timely trends to drive brand awareness and thought leadership for key executives; newsjack to break into the mainstream business media

• Develop contributed content to drive coverage in key vertical publications

• Create a regular cadence of Waterfield Tech news to demonstrate a drumbeat of product development, leadership, business growth, and industry expertise

• Conduct proprietary consumer and contact center research to spotlight the experience gap between people's interactions with contact centers and the existing technologies organizations use; create accompanying infographics for visual storytelling