How the dash to digital has harmed customer experiences
Digital transformation of business has leapt forward dramatically over the past year as a result of the pandemic. But while jerry-rigged solutions and patchwork platforms were adequate for a time, that is no longer the case.
Craig Farley, Head of Consulting at IPI, shares his thoughts:
Craig believes that the digital expansion over the past year will have only increased customer expectations for personalisation: “As customers expect more communication channels, they also expect these to be tailored to them and for organisations to offer personalised engagement as standard. Personalisation plays a vital role in enhancing the customer journey .”
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This article originally appeared on MyCustomer where you can read other experts digital transformation thoughts and comments.
Craig is Head of Solution Consulting at IPI. With over two decades of experience in the dynamic world of contact centres, he’s seen the industry evolve, and evolved with it. Craig’s journey began with hands-on operational roles, focusing on technology, resource planning, and leadership.
Throughout his career, Craig had the privilege of collaborating with global brands, empowering them to harness cutting-edge technology and streamline their operations. Today, Craig leads Solution Consulting at IP Integration, where we leverage our extensive industry experience to help clients deliver exceptional customer experiences.
