Episode 8: Creating moments that matter - how Cloud has transformed the Digital contact centre

Cloud Speed Podcasts

It’s safe to say Cloud has earned its seat at the table. Once seen as the preserve of the technologists, it is now becoming ever more present in boardroom conversations, with leaders not only looking for a way to respond to the ever changing landscape, but also to drive innovation and sustainable transformation across the enterprise. One area where we have witnessed huge shifts is in the rise of the digital contact centre. Cloud, and the broader ecosystem it enables, presents businesses with a huge opportunity to transform this experience for customers and colleagues alike.

Join us in this episode, as we explore how Cloud has changed traditional contact centre model and what this means for the customer service experience.

Key questions explored in this podcast:

  • How has cloud changed the digital contact centre experience?
  • Does the application of this experience extend beyond Retail to Operations and Corporate Customers?
  • What are some of the most common drivers for contact centre transformation?
  • What goes well and what does not?

Aarti Balakrishnan

Aarti has over 15 years of experience defining and delivering technology strategies across Financial Services, Retail, Telecoms and Government Departments.

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Richard Small

Richard is a Consulting Partner with 20 years’ experience in business and technology consulting specialising in customer management and contact centres.

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Kishan Pattni
Senior Manager
Deloitte Ventures - AI Studio Lead

Kishan is Head of the Artificial Intelligence Studio, part of Deloitte Ventures, and a Consulting Senior Manager specialising in advanced analytics and data science.

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Elliot Chapple
Senior Manager

Elliot is a Senior Cloud Architect within Deloitte’s Cloud Engineering practice with a decade of experience across Financial Services and Insurance.

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Transcript to come here

Read the related blog post here.

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