Customer experience (CX) is driving competition across organisations. In particular, organisations are becoming increasingly focused on offering the best CX in their field. To do so, businesses must be able to keep up with the myriad technologies and the continuous changes in customer expectations. As of late, these expectations now include instant gratification and being able to use the channels of their choice.
In the second of a three-part series, Jon Arnold of J Arnold and Associates speaks with Vonage's CMO, Rishi Dave, about what makes great CX. Then, Rishi details the role that cloud-based technology plays and how it can work hand-in-hand with artificial intelligence (AI). In particular, Rishi explores how AI can analyse conversations and learn from them for future improvement. Furthermore, Rishi outlines how cloud can drive the capabilities and integrations necessary to delivering the best possible CX. Finally, Rishi lends his guidance on what to look for when choosing their cloud technology partner.
J Arnold Associates
As Principal of J Arnold & Associates, Jon is an independent research analyst providing thought leadership and go-to-market counsel with a focus on the business-level impact of disruptive communications technologies. JAA works primarily with vendors and service providers to educate their customers on the value of these technologies and to accelerate the adoption of their offerings.
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