The IT and CX Leaders’ Panel Discussion

How to accelerate customer-facing teams and streamline technology investments

As the new year is well underway, businesses face challenges such as economic uncertainty, protecting and growing revenue, maintaining a strong bottom line, and controlling costs. In times of change, it is crucial to focus on the areas that will impact the business the most. Chief among them are customers and the teams that serve them.

Providing customers with world-class experiences is essential to protect revenue and find new growth opportunities. However, the teams that serve them daily require the right technology to address rapidly growing workloads. One of today’s advancements poised to enhance experiences, optimise processes, and maximise results is the implementation of voice strategy. By using these technologies to understand customer needs and create experiences based on their preferences, a business can position itself for long-term success.

• What challenges do companies encounter when enabling their customer-facing teams to be more effective?
• How can organisations implement an effective, long-term voice strategy?
• What role does technology play in improving overall business health, particularly as the cost of acquisition grows and competition gets more fierce?