Stephen Kennedy, Director of Solutions heads the EMEA Pre-Sales team at eGain. Working with eGain’s customers and prospects, Stephen helps clients understand the benefits that can be obtained with a successful eGain implementation.
Consumers have gone digital in a hurry in the pandemic era with younger demographics pushing to do more with digital and older demographics, especially driven by Covid contact risk, forced onboard. Meanwhile, “digital or die” has become “digital now or die” for businesses with full or partial lockdowns and a cloud of economic uncertainty hanging over their heads. This has catapulted digital transformation of customer service and engagement back to the top of the executive agenda. How can contact centers deliver on this new, urgent imperative?