Paul Weald
Having worked for some 30 years in the contact centre industry, I have built up a vast array of experience across all aspects of people, process, technology, operations and Customer Experience. The latest innovations - such as customer service crowdsourcing and digital money saving apps - are now making it so much easier to provide new methods of customer engagement using digital communities.
Synopsis: One of the key attributes of the digital age is that change programmes can be informed by data, using Generative AI based analytics to...
I had a nice surprise when I checked into my hotel room in Manchester last week on a business trip. There was a simple...
A key moment of truth You would expect that most consumer facing organisations should have simple and effective processes in place to handle the situation...
Synopsis As a society we have all lived through 18 months of disruption caused by the COVID pandemic, and now as things start to get...
Synopsis: The problem that every marketer faces is that their world has been turned upside down through COVID – which current solutions alone cannot fix...
Synopsis With all the hype around the development of AI driven chatbots – you would be forgiven for thinking that messaging is now common place...
Synopsis There is much hype around the notion that robots will be taking over contact centre jobs within the next five years. But for those...