"CX is About Helping Customers and Going Beyond Needs"

In this interview from the CEM Telecoms Global Summit in 2016, Will Gibson, Vice President – Retail at Cable and Wireless Communications, talks about the customer experience strategy transformation at the organisation to be more inclusive and experiential in communicating with customers, their new and improved retail stores, the challenge of creating seamless experiences across multiple contact channels, and how the digital disruption is impacting his role.

For more from the event, check out:

• Presentation by Stijn Marten, CMO of VikingCO
  
• Presentation by Jorge Mascarenhas, Head of Customer Experience at O2