Peeling back the plasters
on CX one year on.

On demand


If you’re interested in enhancing your CX to deliver better customer interactions, this is the webinar for you.


Plasters – used as short-term fix in place of a full-size bandage. So what happens when plasters are used to set the foundations of business continuity and good CX during a global pandemic?
COVID was such a shock that if you weren’t already planning a fully remote infrastructure or digitalisation of your operations, you were caught off guard. Plasters were placed on:

  • Remote working
  • Technology
  • Agent experience
  • Customer experience
  • Digital channels
  • Regulatory
And now, one year on, we take a look at the cracks beneath these plasters.

What you’ll discover:
  • What went right - celebrating how organisations tackled the demands of 2020
  • What went wrong - recognising mistakes and knowing what to avoid in future
  • What's next -looking at the potential of the contact centre and how organisations can use CX to drive greater value for the customer and value for the business

The Speakers.

Nick Duggan
Contact and Collaboration Sales Director, ECS
Martin Hill-Wilson
Customer Service & AI Engagement Strategist, Brainfood Consulting
Claire Hellier
UKI Partner Lead - Customer Experience, AWS
Keith Wilkinson
Head of Sales – Productivity Apps EMEA, AWS
Tim Clayton
CTO, Water Plus

Watch now.