In this week’s episode of ‘The Big Interview’ we speak to Beverley  Hughes, who tells us about the importance of the ‘people’ element of contact centres and ‘empathy’ and how this needs to be looked at in organisations as much as technology, as well as who is doing it well.

She also talks about the benefits of Cloud technology, especially during the pandemic, and about the new buzzword ‘Customer Success’ and how that sits in a CCaaS world.

We discuss if there is still a place for more traditional Account Management, or if it is just a case of just churning out renewals each year.

She also talks about how she got into the industry in the first place, her career, the big changes she has seen throughout the decades, and the fundamentals that some companies are still doing wrong.

In addition, she goes through her greatest successes during her career and her proudest moments, and modern day CX challenges  and how there is a lot of conversation about automation and not to do automation for ‘automation’s sake’, and that not all customers are the same.