Oct 14 2024 35 mins
In this episode of ACP, hosts Tom and Alex welcome Simon Leyland, the CEO and co-founder of CloudInteract. They discuss Simon's career journey from the telecommunications and IT sectors to establishing CloudInteract, focusing on revolutionizing customer experience. The conversation covers the transition from traditional telephony to modern cloud platforms and the ongoing challenges in customer service technology. Simon shares insights on embracing technological advancements like AI and the importance of bridging IT and business processes in customer service improvements. The episode also highlights CloudInteract's mission to eliminate poor customer service and advocate for technology transformation. Simon concludes with thoughts on maintaining customer satisfaction in a digitally evolving world.
00:00 Introduction
01:35 Simon's Career Journey
04:45 Transforming Telephony and Digital Workplaces
09:09 No Excuses: The Importance of Customer Service
11:27 The Role of Technology in Customer Service
15:51 Creating CloudInteract and Industry Challenges
21:28 The Impact of AI on Customer Experience
34:17 Conclusion and Final Thoughts
Find out more about CloudInteract at cloudinteract.io.