How to personalise customer service

ON-DEMAND WEBINAR: How to deliver personalised customer engagement with a hybrid workforce


Martin Hill-Wilson and Chris Holt provide their take on the methods required to offer truly personalised customer service.

30th Mar 2021

With 25-30% of employees expecting to continue working remotely long-term, many businesses are having to reimagine how they deliver customer engagement

Added to this, customers have new expectations - with 71% stating a sense of frustration when customer service isn't delivered in a personalised way. 63% say they will stop buying from brands that use poor personalisation strategies. 

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So how do you deliver on personalised customer engagement whilst managing an increasingly hybrid, distributed and flexible workforce? editor, Chris Ward was joined by CX guru and Brainfood consulting founder, Martin Hill-Wilson and RingCentral Contact Centre Sales Engineer EMEA, Chris Holt to discuss:

  • What the future holds for customer service and contact centre working environments.
  • How to create a workplace that allows employees to work in a hybrid way, from home and the office.
  • How to manage customer expectations around personalised digital customer experiences, and what strategies and processes are required in order to do this with a hybrid workforce.
  • The benefits of cloud communications and collaboration to empower employees to deliver the best possible service to customers whilst keeping costs down.


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