With the never-ending advancements in consumer tech – such as Alexa, Siri and countless mobile apps –consumers have become increasingly tech-savvy, causing customer expectations to skyrocket. For brands, this is motivation to assess and re-address the customer experience (CX) – making sure that, regardless of evolving customer expectations, a brand’s contact center is ready to play its part in making the customer journey smooth and memorable (for the right reasons).
To read the full article on our Applications Director’s recommendations to finding the balance between modern-day CX and regulatory compliance, visit Call Center Times.
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.
