Welcome to Episode 4 of the CX Of The Future Podcast, Technology to the rescue. This episode is all about how companies rapidly moved from on premise to cloud hosted platforms and how this has opened up a Pandora’s box of CX opportunities.

Hosted by Dr Steve Nuttall, Director at Fifth Quadrant and Mat Wells, Solutions Consultant at Verizon.

This weeks guests have some great insights on how technology was deployed rapidly and at scale during the early stages of the coronavirus pandemic, and the innovations that are shaping the way we connect with our customers. We have JJ Bolton, Senior Product Manager, Verizon Enterprise Services and Rod Lester, the ANZ Managing Director for NICE.

Together they take a look at the rapid evolution and migration towards cloud technologies, induced by the COVID-19 pandemic. 

Over the last ten years of CX technology, vendors were providing products and services that cost less and less and were easier to deliver. Yet, prior to the coronavirus outbreak so many contact centres were still operating with an expensive, hard to maintain, and disconnected technology infrastructure. Why has the industry been so slow to embrace these new technologies?

Are these just technology issues for Australian contact centres, reflecting our size and position in the world, or is it a global problem?

COVID-19 has been a massive wake up call, exposing the limitations of legacy premise platforms. At the start of the pandemic, how did companies rapidly move away from legacy premise platforms to cloud platforms and what were the drivers? 

What critical call deflection solutions for non-emergency calls and common questions did businesses introduce?

What role does automation and AI play in the future of CX?

Where do human customer service agents fit in an increasingly digital world?

Relevant links.
CX Maturity Report
The 7 Stages of a Pandemic
Verizon Business
The Future of Work: AI, ML & automation
The Smart Workplace