Operating on a purely transactional basis, speed and turnaround time has been the key focus of many organisations when it comes to dealing with customers. Today, things are very much different. While fast service is still one of the key indicators of success, customer centricity has gone beyond the usual transactional model. Customer centricity is all about fostering an amazing experience at every stage of the customer journey.

As a strategic customer touch-point the contact centre offers an opportunity to deliver the superior experiences that customers have come to expect, and that will really help differentiate your business from the competition.

Ahead of Customer Contact Week 2020 we share with you the CCW Spotlight Series, featuring local and international insights from contact centre and customer experience leaders.