In a recent live streaming series of Comms Business Live David Dungay, Publisher of Comms Business Magazine, spoke to Giselle Bou Ghanem, CX Specialist at Avaya, about the importance of Customer Experience (CX). In this interview Giselle talks about some of the big questions organisations are asking themselves about how they serve and retain customers in the future.
Fundamentally these questions centre around how technology can enable a powerful CX. That will include how information is presented to employees in the contact centre to enable them to provide seamless experiences. In the wake of the global Covid-19 crisis companies will be not only trying to continue to provide these enhanced customer experiences but doing so remotely.
Readers can view the full interview here.