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CPaaS and the Battle for the Consumer of Tomorrow

Continuing our theme of examining customer service provision we discuss the battle that is waging between organisations to win the customer of tomorrow

CPaaS and the Battle for the Consumer of Tomorrow

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.

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Presenter and Tech Journalist Patrick Watson and guest Rob Malcolm.

Got a comment?

2 Comments
AvatarPATRICK FIATI 04:05, 08 May 2018

Splendid! The normal norm states that ‘the customer is always right’. Much emphasis is based on being Customer-centric.
Why don’t we also emphasis on ‘Employee-centricity’? This is a strategy which needs to be adopted in Companies by also being
employee-centric. This will help in Staff Retainment.
The ball is in your court.

Thank you.

Best Regards,
Patrick

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AvatarMEF Member news, May 8th - Blog - MEF 12:05, 08 May 2018

[…] CPaaS and the Battle for the Consumer of Tomorrow […]

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