In his career-to-date, William Bicknell has sought to create and empower his teams to use CX as a differentiator, with digital transformation and innovation underpinning his strategies. In his new venture, felloh! this includes creating a payment processing platform with a social conscience. In this exclusive discussion, he will not only give us an exciting overview in to his new venture, but also give us his thoughts and insights on key industry challenges, such as:
Innovation is born out of necessity, and for many of us, we’ve had to accept that how we currently support and drive value to our customers has had to change. However, this ‘necessity’ to adapt has accelerated many pre-existing initiatives and removed many of the more common obstacles we face when seeking to improve our customer experience. This panel, will highlight key examples of change, both positive and negative, but also debate if Covid-19 has fundamentally changed how we work and how we deliver CX, and if we will we ever go back to how we operated pre-pandemic?