Over the last two months, we have all experienced a sea change in the way we work and how we communicate with those around us. We are living in a world where we feel comfortable standing six feet apart and where Zoom is no longer a board room brand but is now a generic household name that our parents and kids are using. Some would say that Zoom is becoming a “Band-aide” or “Kleenex” of past generations. As Bob Dylan would say, “The Times They Are A-Changin.”Our CEO, Rowan Trollope, likes to say that “the contact center will change more in the next 5 years than the past 25 years combined.” There is no doubt the recent shelter in place/work from home mandates will significantly accelerate this change. With technology being so ubiquitous it is becoming so easy to connect and share at a moment’s notice. This is not just a consumer trend but one that is happening in the business world and no doubt customer service. Customer service is becoming so easily accessible to companies no matter the size. The ubiquity of technology is driving a lot of the democratization of CX. Below are a few points I have thought about over the last few months in relation to this topic:
There is no doubt that the CX space is rapidly changing and that great customer experience is accessible to companies of all sizes. Only time will tell how CX will develop over the next 5-10 years. If you are interested in hearing what the experts are saying tune into hear Rowan Trollope, CEO of Five9 and Eric Yuan, CEO of Zoom discuss what is next for Customer Communications in this On Demand Webinar.
With over 15 years of experience in digital media, Paul Cowman heads up the demand generation team at Five9.
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