Track: VoiceTech |
| How Conversational Messaging has been Accelerated by the Pandemic. |
| Contact centres in the UK and Ireland Had to close overnight and open in the morning as work from home organisations. It was a case of “Instant Digital Transformation”. Customers rapidly moved to home delivery and click and collect but they used mobile apps and messaging to co-ordinate. Soon, every service is an appointment based service, and every product has to be delivered or collected. Messengers have done some lifting here, but maybe this is just an indication of what they will become capable of, and what the true communications transformation could end up being. |
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| Presentation Video |
| Presentation Notes |
| Sweeney-DigitalMessaging-InThePandemicPresentation.pptx |