Delivering a positive customer experience requires balancing technology – that removes friction and saves time – with human customer service agents who can provide empathy and better solve complex issues.

In this exclusive presentation captured at CCW Europe’s November 2021 Exchange event, Anna Cook, Managing Director of Service at Sky, analyses what technology can mean for customer service teams and how businesses can be best placed to respond to rapid change.

Cook says: “Innovation cycles have really changed. Over 20 years ago an innovation cycle came around every five to seven years but now we are moving from digital, to HD, to 3D, to UHD, and all within a couple of months not years. This has affected how customers respond to a digital experience versus a human experience, so how are companies dealing with this?”

Get free access to this exclusive presentation from Sky to understand how to:

• Use data and technology effectively in a post-COVID era.
• Handle customer expectations, rapid change, and service delivery today.
• Equally invest in technology and human service.
• Drive positive change in the customer contact industry.