Rob Malcolm, VP at CLX Communications, joins Patrick on today's episode of Out Loud. Patrick and Rob discuss the current state of customer service provision and the customer experience landscape. Rob explains that if existing players within vertical markets don't provide the best CX possible other companies will capitalise and take their customers.
We then examine the technology platforms that have enabled disruptive players to enter markets and capture huge market share. As well as enabling start-ups and disruptive players to enter markets the new technology platforms such as CPaaS can also allow existing organisations within verticals to radically improve their CX provision.
Finally Patrick and Rob question whether CX can be directly improved by technology or if more of an ideological change is required in general to enable greater improvement.
