Access the full podcast series here
Key Takeaways
Unify CX, previously known as Glowtouch, is transitioning to a technology-led approach to customer experience, focusing on integrating AI into its service offerings.
The company is actively reshaping its business model to ensure that technology becomes a significant differentiator rather than just an enabler.
The CEO, Vidya Ravichandran, emphasized the importance of ongoing investment in technology to remain relevant in the rapidly changing BPO landscape.
Unify CX has been expanding its capabilities and offerings through the acquisition of Collective Solution, enhancing its geographical footprint and service capacity.
A substantial portion of the company's focus is on developing customized AI solutions that are tailored to specific client needs, rather than relying on generic models.
The deployment of AI solutions is expected to enhance agent efficiency and improve overall client experience, which is crucial given the low margins i...
Access this content for FREE by signing up for ROAR Membership.
Join with a Basic (free) or Plus membership (for extra features).
Create an account by clicking here or if you have an account sign in below.