April 20198 HOW TO ACHIEVE CUSTOMER CHOICE NIRVANABY MEGAN PAPADOPOULOS, HEAD OF CONSUMER CONNECTION, BENDIGO AND ADELAIDE BANKIt's no secret that as a result of the modern global 24/7 business environment, omnipresent digital technology and the way consumers now expect to engage with business, competition for customer loyalty is the highest it's ever been. And because of this, customer experience, along with trust and values alignment are the unifying key competitive differentiators in the ongoing battle to attract and retain customers.In the majority of cases it's the contact centre that is often the first and the last human touchpoint in a customer's interaction with any brand. Throughout the history of the contact centre, the one thing that has remained consistent is change. Since the 1950s and 60s, new technology and ever-changing customer expectations have underpinned the evolution of the contact centre.IN MY V EW
< Page 7 | Page 9 >