Agenda

As organisations emerge from the pandemic to accelerate their businesses into the digital age, it has become abundantly clear that the customer is in charge and needs to be placed at the centre of digital transformation efforts. Today, 88% of consumers expect companies to accelerate digital and innovation initiatives in response to COVID-19. CX cannot be neglected in the race towards digital.

Key themes:

• Less is more
• Beware of efficiencies at the cost of CX
• AI is not going to fix it

Quality of data, testing at different times, using features of the dialler, tweaking settings, remaining compliant

Digital transformation is about people. It’s about the quality of the experience you can create for them through innovative technology. If we ignore CX in the context of digital transformation, we have missed the point. CX is a hot topic, that comes with a couple of common myths and preconceptions.

We’re debunking those myths around CX with Karl Reed, Chief Solutions Officer at Pivotal Data.

Are you basing your CX strategy on a myth? 

A continued investment in your people through learning, will ensure they remain skilled, engaged and aligned to your contact centre values. The consequence of which if done well should manifest itself in an increase in both individual and organisational performance. The BPO environment continues to see exponential growth driving the need for skilled employees with a focus on employee retention and productivity. Whilst it can take effort and thought to create an environment that drives the learning agenda, the impact of such change will yield significant business benefits and must be embraced for continued organisational success.

Work Industry Neutral Growth Skills (WINGS) and how this is directly connected to the 6 human needs and why these are the skills the future fit employee will need to be resilient and adaptable in the future ways of work.