A recent publication of one of our articles on Field Technologies Online on the changing landscape of customer experience (CX) as a result of COVID-19 with our CEO, Alan King Quote “The last couple of months have transformed life as we once knew it for all of
The last couple of months have transformed life as we once knew it for all of us. Your customers are in a very different place as a consequence of potentially different factors, both in your control as and out of your control as a leader. Business
Your customers come in through multiple channels, planned and unplanned, directly and indirectly. One common theme is the level of customer service they expect. Whole industries have been put on notice and forced to look at their customer journey to bring it in line with disruptive
Typically, your customer data is stored in many disparate systems making consistent customer messaging a challenge. In some cases, transformation programs have sought to bring those systems together in the last decade through integration or migration. Stemming from siloed business units that have grown with