CX Sofa Series: How an Inclusive Community Helps the FA Achieve CX Goals

Episode 6 with Tim Bamber (Community Lead, the FA) focuses on the role of community in developing customer and user experiences. Leveraging Verint Community to bring together everyone involved in English football, from grassroots organisations to pros, in one space, this governing body has expanded the project from its roots in coaching education to an all-inclusive digital space spanning everything from leagues and clubs to walking football and referees.

Tim shares his thoughts on the role of AI in community, the interplay between culture and customer experience, as well as the importance of safety and moderation tools in creating an inclusive platform primed for excellence.