COVID-19: The CX Response

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COVID-19: The CX Response

The COVID-19 crisis catalysed an extraordinary leap in the journey to become a digital first organisation. Driven by necessity, businesses condensed technology transformations from years to weeks and consumers switched to new and more efficient channels of engagement.

Earlier this year, Sabio invested in research to look into how the pandemic led to a period of pivotal change. In our interactive panel discussion, we deep dived into the key findings of the research and how the CX channel mix has undergone a rapid evolution.

Moderated by Martin Hill-Wilson, we heard from leading technology vendors in the market as they shared their take on the impact of COVID-19 on customer experience. We invited the audience to share their views throughout the session.

Topics Discussed

  1. Which sectors experienced significant fluctuations in customer demand as a result of the pandemic?
  2. What has changed in channel use for live assistance?
  3. How has self-service evolved since the pandemic struck?
  4. Have you any striking examples of proactive messaging?
  5. How are you and your clients interpreting the scope of running a ‘digital 1st agenda’?
  6. What is the new model for customer service moving forward?
  7. What are your clients now prioritising for the next 12-18 months?


Meet the Panelists

Martin Hill-Wilson – Moderator 
Customer Service, CX & AI Engagement Strategist – Brainfood Consulting

Martin was CEO of one of the first BPOs and CX consultancies in the UK. He then spent a decade in the systems integration industry positioning the value of new technology and the associated change agenda. He is now in his tenth year as Brainfood Consulting offering a mix of services. These include conference chairing, keynotes, webinars, whitepapers, workshops, consulting and mentoring. Current topics include responding to new customer behaviour, emotive CX for customer interaction, digital first customer service strategy and trends in contact centre technology.

Brendan Dykes
Senior Director, Product Marketing – Genesys   

Genesys has a vision for how Empathy can enable technology to serve people and make connections unlike ever before. Genesys manages over 70B mission critical customer experiences for companies of all sizes. Brendan has over 25 years of experience in the customer service industry, in both business and technical roles. This broad experience has allowed him to see first-hand the importance for both customers and organisations of delivering consistent omnichannel customer experiences. Brendan has both graduate and post graduate qualifications in Business Management from Bristol Business School. He has been with Genesys since 2007, before which he worked in the energy and telecommunications sectors.

David Cousins
Contact Centre Practice Lead EMEA – Twilio    

Twilio is enabling innovators across every industry – from emerging leaders to the world’s largest organisations – to reinvent how companies engage with their customers. David works with organisations to deliver innovative and agile solutions for superior Customer Experience Management; AI, Automation, Contact Centre, Engagement Management, Workforce Optimisation and Analytics. He helps organisations find the balance within the cost vs service conundrum face by all businesses today.

Steve Bell
VP EMEA Solutions Consulting – Verint

Natalie Keightley
Senior Director Global Solutions Marketing – Avaya


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