Delivering top-notch CX at scale can be a daunting task, especially for large organisations with complex structures and legacy systems.

In this episode, we explore the challenges and opportunities of coordinating customer care across a large-scale enterprise, as Mohamed Attia from the British Council shares best practice and strategies for achieving big results with big change.

Topics we'll cover include:

• Governance, empowerment, decision-making and knowledge sharing in global teams
• Ensuring service consistency, optimising and streamlining processes and workflows
• Building organizational resilience and supporting customers and employees in conflict zones

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