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Back to basics: The customer experience in a digital world
Shay Walsh of BT Ireland. Image: Luke Maxwell/Siliconrepublic.com
BT Ireland’s Shay Walsh discusses the current customer experience landscape and why it’s important that leaders walk in their customers’ shoes.
While digital transformation has accelerated massively over the past year with the shift to online and remote processes, how have these changes affected the area of customer experience for tech companies and leaders?
We asked BT Ireland’s managing director, Shay Walsh.
While he said that in many ways, there’s “nothing new under the sun” in terms of keeping customers happy, the Covid-19 pandemic has brought the need to understand customers into sharp focus.