CX of the Future is a new podcast from Fifth Quadrant and Verizon. Co-hosts Dr Steve Nuttall, Director at Fifth Quadrant and Mat Wells, Solutions Consultant at Verizon will be exploring CX: Reimagined, Retooled and Redesigned.
This weeks guests can give some great insights on how technology was deployed rapidly and at scale during the early stages of the coronavirus pandemic, and the innovations that are shaping the way we connect with our customers. We have JJ Bolton, Senior Product Manager, Verizon Enterprise Services and Rod Lester, the ANZ Managing Director for NICE.
Together they take a look at the rapid evolution and migration towards cloud technologies, induced by the COVID-19 pandemic.
Over the last ten years of CX technology, vendors were providing products and services that cost less and less and were easier to deliver. Yet, prior to the coronavirus outbreak so many contact centres were still operating with an expensive, hard to maintain, and disconnected technology infrastructure. Why has the industry been so slow to embrace these new technologies?
This is the fourth episode in a series of discussions with business leaders about the customer experience of the future, providing valuable insights and tips to help businesses navigate their way through the current pandemic with speed and agility and deliver a great experience to both their customers and their employees.
Don't forget to check out the relevant links below:
CX Maturity Report
The 7 Stages of a Pandemic
The Smart Workplace
The Future of Work: AI, ML & automation
Connecting Employees and Customers
Ep. 01 - CX of the Future: The Agile and Rapid Response
Ep. 02 - Cultivating an Agile and Responsive CX Culture by Design
Ep. 03 - CX of the Future: What Changed for the Customer?