Highlights from recent video conversations and interviews.

360 view of the customer – enabled with linked property data

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In conversation with Paul Rout, SVP consultancy sales at Whenfresh. In this clip Paul discusses the value in property data, and how this can be especially powerful when linked with other data to help provide 360 insight of a customer’s situation. See the full interview and find out more about WhenFresh -> Here.

A regulatory focus on vulnerability?

In conversation with Natalie Murray from Lawbox Design we discuss the increasing focus on vulnerability will likely occur post-pandemic restrictions and support being lifted. This is being mentioned by the FCA, in recent guidance, and is expected to be a theme later in the year. See the full interview and find out more about Lawbox Design-> Here.

The value of being close to the customer

In discussion with Jake Levant from Lightico. The COVID pandemic has really forced us to rethink and reassess what is important within our businesses. Being close to the customer is of critical value. There is a new trend as companies start to see the value in picking some of the best ideas across other industries. See the full interview and find out more about Lightico-> Here.

Benefits to meeting in person

A conversation with Matt Campion from Campion Pickworth. Here we discuss some of the benefits of meeting in person, which has been hard to replicate in video calls… or is this just defining us as an older generation, with fixed old fashioned ways of thinking? See the full interview and find out more about Campion Pickworth-> Here.

Invaluable Silence: Listening to all aspects of a conversation, it can be valuable

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In conversation with Frank Sherlock from CallMiner. We chatted a little around the non-voice aspects of a conversation, in this case, silence. Silence, the duration and its nature can in itself generate valuable contextual insight into a conversation. Insights to the customer and the performance of processes themselves. Across an entire call centre can provide invaluable insight, one that only analysing text or messages themselves cannot see. See the full interview and find out more… Read more

Apps and Mobile becoming increasingly dominant

In conversation with Polly Taylor-Pullen from Nivo. Here Polly talks about how they have seen and supported app based communication channels. These have become increasingly dominant over the last few years, with acceleration during the period of the COVID pandemic. See the full interview and find out more about Nivo -> Here.