Customer experience management and digitisation has been transforming customer interactions for well over a decade, but the recent pandemic has dramatically accelerated that trend, driving significant new investments in integration and setting a new standard for customer expectations globally.
Celebrating an oasis of opportunity. As the east wind blows in the first of the winter frosts, it’s a warming thought to remember a very pleasing and refreshing two days spent at Call & Contact Centre Expo (C&CC Expo) a few weeks ago.
Why just letting the grass grow will never produce the desired result. Summer is over and my annual attempt to turn what was once a space to play a bit of footy with the kids into a colourful wildflower meadow has once again well and truly failed.
Looking past the glitter to avoid picking the fool’s gold…Understanding the role of sales in any organisation is not a complex thing. Keeping the sales role in some context, may not be so easily understood and may take the shine away from that first impression.
In February and March 2022 two more of the top 5 global tech’ giants joined Amazon and Microsoft by announcing their entry into the customer management and contact centre technology space. One of those giants was Meta, the other Google.