In this clip Mark Kelly from KeyIVR talks about how there is still a need to take payments over the phone and how there is still a customer need, despite all the discussion on full digital…. also who are the people who tend to call in too. See the full interview and find out more about KeyIVR -> Here.
In this clip, Craig Hinchliffe, CEO of the Perch Group discusses the need for digital channels in today’s environment, and how it is not digital or human interaction that is now required, but an integrated approach. Is it something that customers are now expecting, an omnichannel approach and a trend they are having to respond to. See the full interview and find out more about the Perch Group -> Here.
In conversation with Damien Burke, Partner at 4Most. In this clip Damien talks about the increasing regulatory focus on the customer journey, emphasizing finding the right treatment and outcome for customers. Granularity and sophistication of decision-making is now all increasing. It is now starting to be expected to be in place. See the full interview and find out more about 4most -> Here.
In conversation with Bernie Smith from Made to Measure KPIs. In this clip we talk about how digital transformation has helped us during lockdowns, however, Bernie reflects on whether we are really using many of their tools their maximum capability and whether we still need to shift our thinking a little further? See the full interview and find out more about Made to Measure KPIs-> Here.
In this clip Kevin Still from Demsa talks about the latest consumer duty consultation from the FCA, how these guidelines are going to arrive and the expectations will be that the industry is ready. The time to start preparing is now. See the full interview and find out more about Demsa-> Here.
In this clip, Jimmy Hosang, CEO of TMAC talks about the importance of human to human interaction, it is often part of the business process that really makes companies valuable, a moment of truth. Looking at what is the happy path within a call, and analysing it in detail, really help with excellence in process design. See the full interview and find out more about TMAC-> Here.