What are ‘seamless’ customer experiences? Watch our roundtable debate to find out

According to a Wunderman Thompson study, 42% of customers now value a seamless experience as their “top expectation” when interacting with a brand.

Being offered a seamless experience is now a crucial requirement for the modern customer.  

With this in mind, in association with BT and Genesys, MyCustomer published a report in May titled Getting back to basics in the pursuit of seamless experiences to establish what a ‘seamless’ customer experience entails, and how businesses can deliver on this mandate.

And on Thursday 30th June, we delved into the findings of the report via a roundtable discussion recorded live from BT’s Customer Experience Centre in London.

Facilitated by Chris Ward, editor of MyCustomer, panellists for the roundtable debate included Bernadette Wightman, SVP for services providers and global accounts for Genesys and Andrew Small, managing director of global portfolio, BT.

Elaborating on the recent MyCustomer/Genesys/BT paper 'Getting Back to Basics: In The Pursuit of Seamless Experiences', this session provided answers to some of the most pressing questions in the world of customer experience, including: what is 'seamless' experience; why is it so important; how are seamless employee experiences so connected to CX; and what role does AI play in seamless CX?

In addition to this, the panellists also share real-world examples of companies that have delivered on the promise of seamless contact channel experiences, including one of the world's largest airlines, Emirates, the second largest building society in the UK, Coventry Building Society, and the largest online estate agents in the UK, Purplebricks.

Watch a video of the discussion now:

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