Pandemic Learnings. Your 2021 Roadmap for Digital CX and Cloud Adoption

Presented by

Jon Arnold – Principal, J Arnold & Associates & Matt Clare – Director of CX Solutions, Mitel

About this talk

As technology evolves, the bar for customer experience keeps getting higher and serves as the true business competitive battleground. For contact centers that cannot keep pace with change, new risks arise for the business. Much of this risk comes from the continued use of legacy, premises-based technology, and has been further compounded in 2020 by the impact of COVID-19. Businesses have had to contend with rising call volumes, online shopping and e-commerce, and like never before, the contact center has become the front door of your business. The 2020 holiday shopping rush serves as an unprecedented test for adapting to change, not just for providing a good CX, but for overall business continuity. With more of the same in store for 2021, contact center leaders need to understand the importance of digital technology and the cloud to keep pace with CX as well as ensure business continuity under varying conditions and crises. During this webinar, we will discuss: - Findings from the CX survey - Customer experience in pandemic times - Roadmap for digital customer experience success in 2021

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A global market leader in business communications powering more than two billion business connections, Mitel helps businesses and service providers connect, collaborate and provide innovative services to their customers. Our innovation and communications experts serve more than 70 million business users in more than 100 countries. For more information, go to and follow us on Twitter @Mitel.