Another five years of breakthrough technologies fuelling digitally empowered consumers and brands will have taken us to a new 'normal'. One likely result of everyone getting much smarter is deep organisational alignment replacing the silos of today. At that point all customer facing functions will operate under a single plan and budget. As by far the richest and most influential budget holder, Marketing has taken command under the united remit of 'Customer Engagement'.
Heaven or Hell?
Martin Hill-Wilson of Brainfood Consulting, Tim Pickard and Emma Samuel of NewVoiceMedia, discuss and debate the issues and benefits of removing organisational silos and the solutions to some key customer in- and outbound engagement challenges in the contact centre.