There’s never been a better time to be a partner. There’s so much opportunity out there—from the PSTN switch-off, to the increased need for advice on cybersecurity, the increasing need for non-contact center staff to have access to contact centre tools, AI, and automation. There’s a lot to play for and benefit from.

I’ll be discussing these topics and more with Patrick Watson, the Head of Research for the Cavell Group, as part of a Comms Business webinar on the channel and CX on May 23 at 11am.

The CX secret

With the proliferation of digital technology and the rise of social media, customers have become more empowered and vocal about their experiences with brands. They expect seamless, personalized, and frictionless interactions across all channels. Providing customer experience (CX) advice helps companies meet these heightened customer expectations.

For me, a lot of the changes hitting the marketplace ultimately come down to this: the need and desire for better CX. That’s the opening part. Offering CX advice allows companies to stay competitive, meet customer expectations, reduce churn, drive revenue growth, enhance brand reputation, gain valuable insights, comply with regulations, and ensure long-term sustainability in the marketplace.

The best channel partners already understand customer needs, what the pain points are, and what’s available out there to help solve these issues. From there, the starting point is in educating customers about why they need to change and how they can go about it. From a partner perspective, the bonus is that once customers see the importance of CX, they accept that it’s an ongoing process that requires continuous improvement and iteration by regularly soliciting feedback to address evolving needs, changes, and market trends.

AI and beyond

Of course, we’ll also be talking about artificial intelligence (AI). AI represents a huge opportunity for the channel to increase customer satisfaction and revenue streams. AI and automation present lucrative opportunities for partners to develop advice and offerings that can drive innovative solutions, drive operational efficiency, enhance customer experience, and generate new revenue streams.

But there’s more to the future of the channel than AI. Security, cloud services, IoT, single pane of glass applications, digital transformation, and data analytics.

Additionally, companies are increasingly outsourcing non-core functions such as IT infrastructure management, customer support, and network operations to focus on their core business activities. Partners can offer managed services such as network monitoring, help desk support, and IT outsourcing to help telcos reduce costs, improve efficiency, and enhance service quality.

By leveraging these sorts of opportunities, partners can support their customer base in navigating the evolving telecom landscape and driving business growth in the digital era.

Learn more on May 23

Don’t just take my word for any of this. Patrick Watson, the Head of Research for the Cavell Group, will be joining me, sharing data and showing trends that shows why forward-looking companies are moving in the directions mentioned above.

Sign up for the webinar and join the conversation on May 23.