This episode of CX Appeal welcomes back CTO Richard Billington. In support of National Coding Week, Louise Wright chats to Richard about the digital skills shortage, its impact on UK businesses and how things need to change to plug the gaps. And because we love a good sports analogy, there are some football references in there too…

To join the conversation and get involved with National Coding Week go to: codingweek.org.

This episode of CX Appeal was recorded on the fly, apologies in advance if the audio clarity isn’t up to our usual standard.

In this episode of CX Appeal, we’re at TechXLR8 for London Tech Week. Recorded live from the event, Louise Wright and Kerry Joicey offer a round-up of the headline speakers.

They share their views on why connectivity and integration are critical for avoiding future silos and improving CX. Plus the need for speed when innovating in your business.

More information on the event is available at:

https://tmt.knect365.com/techxlr8/

What is design thinking and how does it relate to customer experience?

Louise Wright chats with Netcall's Justine Siebke to find out. Justine offers a beginners guide on how to apply key principles of service design. Plus how to own your customer journey and the importance of removing the barriers to improving user experience, customer experience, digital experience and more.

In this episode Louise Wright is joined by two guests – Netcall CIO Richard Farrell and CTO Richard Billington. We’ve got some exciting news to talk about, as we’re included in Gartner’s 2018 Enterprise hpaPaaS Magic Quadrant.

So what is hpaPaaS? And what does it mean for customer experience? How will it help you differentiate your business and gain that all-important competitive edge?

Tune into this episode to find out.

This episode introduces Netcall’s Sales Director Mark Holmes. Mark has worked in the contact centre tech space for over twenty years - so he's seen a lot of change!

Mark joins Louise to talk through the most exciting trends to shape the industry during this time. And shares his views on the brands that are getting CX right.

In this episode of CX Appeal we're at the Future of the Contact Centre Conference. Hosted by Engage Business Media in London, this event brings together contact centre leaders, industry experts and tech specialists to discuss the latest CX trends and their impact on the contact centre.

Louise Wright is joined by Haydn Dunnant an Account Director at Netcall who has worked in the contact centre tech space for many years. They talk through key focus areas at the event including customer journeys, agent engagement, omnichannel vs. multichannel and growing customer demands.

Welcome to the second episode of CX Appeal.

In this episode, Louise Wright is joined by Netcall's Customer Solutions Director Dave Amps. They discuss the differences between multichannel and omnichannel customer service. And why there's so much confusion in the industry about the two terms.

If you enjoy the podcast and would like more detail, head over to netcall.com/blog where the debate continues.

Hello and welcome to the very first CX Appeal podcast, brought to you by the team at Netcall.

The podcast covers all-things customer experience. From front-line issues like agent engagement, contact centre performance and process improvement, through to digital transformation and business growth.

In this episode, Louise Wright talks through three of the most popular tips we spoke to our customers about last year.

Watch out for future episodes which will feature guest appearances from industry influencers. And share knowledge from our team, who have worked in the CX and contact centre tech space for many years.

About Netcall

CX Appeal is a podcast by Netcall Ltd. Using innovative technology, Netcall helps organisations to transform their customer engagement and enable digital transformation faster and more efficiently. For more information head over to netcall.com.