The power of collaboration in the CX evolution: Steve McSherry's insights

Published byIRIS Team

In this second episode of our CX24 series on the IRIS Pod, Tom Darnell and Steve McSherry talk about the power of partnerships and its evolution in the market. Daktela are a global technology company providing cloud-based contact centre software, and a key part of the IRIS Partnership ecosystem - find out why on the pod.

Key topics:

The evolution of partnerships in CX: Steve and Tom discuss the changing nature of partnerships within the customer service industry, from simple reselling and channel relationships, to full blown one-stop shop collaborations.

How to choose the correct partner?: The conversation shifts to choosing alliances with care, the importance of compatibility, and how the wrong pick could have a detrimental effect on your brand.

Continued consolidation: The guys chat about the continued surge of consolidation within the call centre industry and the benefits and challenges it creates.

AI to enhance not to replace: Steve delves into the importance of using AI to enhance human interactions rather than replacing them, as well as the importance of maintaining a balance between automation and human touch in customer service.

Voice’s position in the industry: A look at the continued importance of the voice channel in 2024, as well as discussing how different channels will evolve as newer generations’ preferences drive change.

Predictions for 2024: Steve concludes with rapid-fire predictions for 2024, including an eco partners evolution, and reinventing the AI approach.

Make sure you listen to it in full on our YouTube channel, or listen on our RSS feed (also available via Spotify and Apple Podcasts).

And don’t forget to keep an eye on future episodes in this series in the coming weeks.

Published byIRIS Team

25 Jan '24