Driving Innovation To Deliver Better Contact Centre CX

As 89% of leaders think contact centres have changed forever, CCW Europe Digital's Kiera Martin sat down with Susan Ysona, VP Marketing, EMEA and APAC at Talkdesk to discuss the critical challenge of driving innovation for better contact centre CX as the industry continues to develop and evolve into the future.

This interview is available in both written format and video format in the download. Click the button above to download your copy.

Over the last year, Susan Ysona has seen the disruption that the Covid-19 pandemic has brought to businesses of all shapes and sizes. However, this has only strengthened her determination to understand the needs and challenges of the contact centre community and to drive the innovation and transformation necessary to improve contact centre customer experiences.

In this insightful interview, we delve how these challenges are affecting customer-facing leaders in the current climate and the solutions available for these professionals.

Pulling on her experiences of the past year and previously, Susan discusses the key challenges the team have identified, where she sees the priorities in terms of future investment in CX, the increasing importance that AI is having on the industry, and what she values most from her relationship with the CCW Europe community.

Download this interview to gain these key insights and ensure your company is continuing to drive innovation at such a critical time for contact centres and CX across the industry.

We're also thrilled to welcome Susan Ysona as a CCW Europe Advisory Board Member, as VP of Marketing EMEA and APAC at Talkdesk, Susan will represent their continued key partnership with our community year-round. Looking forward to sharing more insights with you all soon, from Susan and our other fantastic advisory board members.

View a preview of the interview below.