Treating telephone and digital channels as two separate islands is leaving agents adrift and customers feeling marooned, according to executives from 3CLogic.
Speaking as part of ServiceNow’s Experience 2020 virtual summit, which has been taking place since early May, the provider of cloud-based call centre software made the case for using voice conversations as a key element in CX strategies.
Guillaume Seynhaeve, 3CLogic’s vice-president of partners and alliances, told the story of a director of customer experience at a major U.S. sports organization that was struggling to
Shane Schick tells stories that help people innovate, and to manage the change innovation brings. He is the former Editor-in-Chief of Marketing magazine and has also been Vice-President, Content & Community (Editor-in-Chief), at IT World Canada, a technology columnist with the Globe and Mail and Yahoo Canada and is the founding editor of ITBusiness.ca. Shane has been recognized for journalistic excellence by the Canadian Advanced Technology Alliance and the Canadian Online Publishing Awards.