It was a pleasure to with NICE and CCNA hosting a group of Melbourne Heads of Customer Experience. Our speaker Blaga Ilievski – Service Delivery Manager of Transformation and Technology – GWA Bathrooms and Kitchens kicked off the very open discussions with….
It is clear, the pandemic accelerated the digital transformation of companies around the world. Contact centre transformation is key to this as it is no longer simply a place to respond to customer issues – it now has more power to build customer relationships that last and drive larger business outcomes than ever before. Hear more about GWA’s digital transformation, and how they continue to remain agile in today’s increasingly remote digital world.
Our group discussed.
- What do you see as the current frontier for digital in customer experience interactions?
- Are your clients able to interact with your company in the method of their choice and when they choose it?
- Can your agents immediately identify your customers and have the information on hand to solve the customer inquiry faster?