The pandemic has proved a disruptive influence on customer service operations – from home working to fresh momentum towards a digital first agenda. Brexit promises similar uncertainty. Whether a no deal version or not, there will be many unknowns that consumers and organisations will be seeking answers to.
If COVID-19 has taught us anything, it is the value of anticipating changing expectations and behaviour in customers to be a state of readiness.
In this webinar we took a detailed review of the ways in which Brexit could impact contact centres in different sectors. We explored these as a way of validating and strengthening existing service plans.
Customer Service, CX & AI Engagement Strategist – Brainfood Consulting
Martin was CEO of one of the first BPOs and CX consultancies in the UK. He then spent a decade in the systems integration industry positioning the value of new technology and the associated change agenda. He is now in his tenth year as Brainfood Consulting offering a mix of services. These include conference chairing, keynotes, webinars, whitepapers, workshops, consulting and mentoring. Current topics include responding to new customer behaviour, emotive CX for customer interaction, digital first customer service strategy and trends in contact centre technology.