Consumer behaviours have undoubtedly changed as a result of the pandemic, with more people than ever using digital channels like social media and chatbots as part of their customer journeys. With younger, digital natives also moving into the consumer market, meeting consumer expectations has never been more important. Cue omnichannel and the benefits that it can bring your business.
Read the full article on Finance Digest where Steve discusses the benefits of omnichannel and starting your omnichannel journey.
Stephen is IPI’s CX (Customer Experience) Solutions Director, with responsibility across product, commercial and development functions. A CX expert and technologist with over 20 years’ experience, Stephen has worked both partner and vendor side at some of Europe’s biggest contact centre integrators and at the world’s largest workforce optimisation and analytics vendor. His focus has been on pioneering the development of AI, self-service and compliance technologies for the contact centre space and he was recently awarded a patent for the co-invention of a revolutionary fraud prevention tool for contact centres. Passionate about helping organisations realise the promise that technology makes, he is a regular contributor and speaker at CX and contact centre events around the world.
