26: Transformational Change

ACP: The Amazon Connect Podcast

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Join us as we kick off the new year with a special episode of ACP featuring two expert guests from Cloud Interact. Eliza Taylor, Change Director, and Nick Seagrave, CTO, share their insights on the future of contact centers in 2025.

The discussion dives into key themes such as change management, technological advancements, and the evolving customer experience. Learn about the role of AI, cloud migration, and innovative solutions like Apollo in transforming contact centers. Don't miss this engaging and informative discussion on the challenges and opportunities ahead!

00:00 Introduction and Guest Welcome
01:42 Eliza Taylor's Background and Expertise
02:47 Nick Seagrave's Journey and Insights
04:17 The Future of Contact Centers
05:29 Challenges in Customer Experience
08:28 The Role of Technology in Customer Experience
12:53 The Importance of Cloud Solutions
16:10 Human Factors in Transformation
21:42 Introducing Apollo: Our Innovative Solution
29:54 Conclusion and Farewell

Find out more about CloudInteract at cloudinteract.io.

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1. Introduction and Guest Welcome (00:00:00)

2. Eliza Taylor's Background and Expertise (00:01:42)

3. Nick Seagrave's Journey and Insights (00:02:47)

4. The Future of Contact Centers (00:04:17)

5. Challenges in Customer Experience (00:05:29)

6. The Role of Technology in Customer Experience (00:08:28)

7. The Importance of Cloud Solutions (00:12:53)

8. Human Factors in Transformation (00:16:10)

9. Introducing Apollo: Our Innovative Solution (00:21:42)

10. Conclusion and Farewell (00:29:54)