The rules for customer engagement have changed. The probability that a customer will stick around through a bad experience is quickly diminishing. Customers are even dropping an average of 4+ brands per year over bad experiences. Meeting the needs of today’s customer is more critical than ever for companies. It’s not just about delivering exceptional experiences in order to establish a competitive advantage, it’s about providing exceptional experiences to the modern customer in order to meet evolving standards of service excellence. In this podcast, John Finch, AVP of Contact Center at RingCentral is joined by Brian Solis, Principal Analyst Altimeter Group to discuss the changing nature of

Roy Atkinson in an experienced writer and analyst, regarded as one of the top influencers in the service and support industry. A certified HDI Support Center Manager, his expert opinion is highly regarded within the community and on an international scale through his blogs, presentations, white papers, and webinars. During the course of this interview, Roy gives us insights on the importance of good customer service, AI/automation strategy, and the right metrics to measure success. Can you introduce yourself and tell us about your background? My current position is a senior writer/analyst for HDI and ICMI

Blog summary: Cloud call center technology is all over the marketplace, but how does it relate to your business? Better understand the benefits –– and how they could help your communication strategy. Key takeaway #1: Those that are slow to adapt to technology trends risk negatively impacting customer satisfaction due to outdated support that can’t handle the changing needs of a modern customer. Key takeaway #2: The right omnichannel cloud contact center software is one of the key choices that directly impact whether customer interactions are full of hurdles or opportunities. Key takeaway #3: ...while having a rockstar

Businesses today experience a continual state of evolution and change to their technology stack. These innovations are often led by IT teams charged with ramping up digital transformation initiatives, leading workflow improvements, and replace aging equipment. In this context, change management today is less about one-off projects and far more focused on the careful design of innovative IT stacks built for scale. As businesses grow, their interpretation of change management matures as well. Early on, IT change management can be seen as managing to-do lists, communication strategies, and training end users. With company maturity, focus shifts to include aligning business metrics to every initiative. But even so, none of


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