In the aftermath of the pandemic, consumer expectations of brands have escalated, whilst brand loyalty has diminished.
In the fight to retain customers, organisations must strike a careful balance between delivering a stellar customer experience (CX) and still ensuring that regulations, including the Privacy Act, California Consumer Privacy Act (CCPA) and Consumer Data Privacy Act (CDPA, which exist to keep customer and organisation data safe, are satisfied.
Complying with these regulations while delivering quality customer experience (CX), can seem like a daunting task. However, there are solutions available to do just this, making it easier than ever for brands to assess and re-address the delivery of a secure customer experience across multiple platforms.
Read the full article at The Call Centre Journal to discover four ways to step up compliance and the customer experience.
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.
