← Back to all posts

AI Would Agree: Service Transformation and Innovation with Nicola Collister


CX pioneer Nicola Collister shares some top tips on resource planning, digital transformation, and more

In this episode of MOJO-CX©’s live series, AI Would Agree, Senior Solutions Consultant Paul Banks is joined by industry legend, MOJO-CX© Associate, and Co-Founder of Custerian, Nicola Collister.

Nicola is a pioneer in end-to-end CX, introducing self-managing teams over 30 years ago at RAC as well as leading the first ever implementation of speech enabled IVR for retail in Europe.

In this episode Nicola shares her thoughts on issues such as poor resource planning in contact centres and why we need to change the narrative when it comes to seeing service delivery as a cost centre rather than value adding.

She also offers some practical advice on how companies can avoid poor digital transformations creating bad customer experiences, and more.

Catch up on the full episode of ‘AI Would Agree: Service Transformation and Innovation’ below:

the latest contact centre insight, straight to your inbox.

Make your contact experience stand out with the latest tips, tricks and insight from MOJO-CX©.

Sit back and relax! You've registered.
Oops! Something went wrong while submitting the form.

Want more?

our other hottest


Join us on our mission to unlock agent potential and revolutionise the contact centre.