Digital transformation and the drive for customer service innovation: The challenge of multi-channel communications

Virtual Roundtable

9:30 am

We are moving into an increasingly digital world, where customer expectations are constantly changing. To thrive, it is not sufficient for businesses to just deliver products that their customers desire. They also need to ensure that the communication around those products, before, during and after purchase, is engaging and satisfying.

Communication, both internally and externally, is at the heart of any successful organisation. In this digital world, the options for communication are expanding. Alongside traditional voice calls and emails, organisations now use video chat, AI-powered chatbots, social messaging apps and increasingly need to include security, privacy and trust by design into their CX roadmap. Integrating these different channels to achieve consistent and seamless high-quality communication with customers can be a challenge.

And it isn’t only customers who are important for business communication. There are a variety of stakeholders that      need to be included as part of a seamless ecosystem of communication – employees, suppliers and partners,such as delivery contractors, also need effective communication technologies.

But to deliver an effective multichannel communications experience, you need to manage a matrix of variables that are unique to different industries and demographics. Channel preferences vary as do methods for accessing those channels and the requirements of complexity and urgency range widely.

In this virtual round table, we will explore the continuous battle to innovate and transform customer and stakeholder communications in a rapidly shifting digital world.

The questions we will explore

During the meeting we will focus on questions such as:

  • What are the current trends shaping the business communications industry? What channels are increasing in popularity? How important are mobile apps? And how do channel preferences vary across markets?
  • How are businesses integrating communications across different channels with customers and also with stakeholders in the value chain 
  • How can the different channels be best used? For example, is it effective to use WhatsApp or other social messaging apps as a customer service tool? And what is best practice around emerging channels such as video chat and AI-powered chatbots?
  • How has the pandemic changed the way businesses      communicate? Has it accelerated the adoption of digital communications channels? And if so, has the ability of organizations to use these channels effectively grown at the same pace?
  • What are the biggest frustrations that consumers experience with business communications and how can these be managed? 
  • How important is personal data and can it be over used? Is customer experience improved by a knowledgeable service agent who knows a customer’s history – or is too much use of personal information perceived as over familiar and even creepy?

During this discussion, delegates round the virtual table will debate these issues, identifying the obstacles to good communication and exploring the rewards for organizations that adopt the most powerful communication techniques and technologies.

Who is invited?

We are looking to discuss this important topic with people who have a genuine passion for excellence in business communication. The event is designed for senior customer experience (CX) and digital technology decision makers including: heads of customer experience and customer engagement, contact centre heads, heads of digital and technology, heads of product and innovation, and heads of information and information security. Delegates will work atlarge (10,000+ employees) organisations.

Be one of 8 senior business decision makers around our virtual table. For any enquiries, please contact Mergim on 0208 349 6458 or email

The breakfast briefing is brought to you by Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, and is only for senior executives as mentioned above. Registrations of junior professionals, consultants, solution providers or other sellers to this market won’t be accepted. To be eligible you must be employed by a corporate legal entity such as a private company: if you are a sole trader or in a partnership other than a legally incorporated partnership, we will be unable to offer you a place.

When you register, we will ask you for your corporate email address which we will share only with the event sponsor(s). See our privacy policy.