Webinar with guest speaker from Forrester

CX and Customer Service Trends and Priorities

Released: Monday 10th May 2021

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Watch our webinar with guest speaker, Thomas Husson, VP and Principal Analyst at Forrester.


In this webinar, our CINO, Richard Farrell, was joined by Thomas Husson from Forrester to look at key CX and customer service trends. They look at the ongoing evolution of the contact centre and the important cultural and organisational changes which redefine and elevate the role of the agent.

They explored crucial omnichannel, artificial intelligence (AI) and automation technologies, looking at how they are positively impacting the contact centre agent role. And driving customer experience (CX) improvements. They focus on:

  • Examples of best practice in CX from leaders in global and UK banking and insurance sectors
  • How automation and AI will deeply transform contact centres. Uncovering the associated cultural changes needed for sustainable reduced costs, improved CX and employee experience (EX)
  • Why employee experience matters – the correlation between EX, CX and business results

This CX and Customer Service Trends webinar is free to watch – to access it, complete the form and we’ll send you the link to watch straight away.


More about our speakers


Thomas Husson

Vice President, Principal Analyst Serving CMO Professionals – Forrester

Thomas Husson

Thomas is a vice president and principal analyst serving chief marketing officers. Thomas focuses on technology innovations within marketing and their impact on strategies, such as the disruptive role of technology in bridging the digital and physical worlds; new conversational interfaces, such as messaging apps, bots, and intelligent agents; and the role of mobile devices, including wearables and connected objects, in shaping consumer attitudes and behaviours.

Richard Farrell

Chief Innovation Officer – Netcall

Netcall team farrell richard

Richard investigates and advises on changing environments, technologies and trends, working closely with tech and business analysts to inform his knowledge, which he’ll share as part of this webinar.

Over the past 20 years at Netcall, he has researched, innovated and delivered solutions that meet the needs and challenges that our clients face. He has a rich and in-depth understanding of customer contact management.


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