Solving unpredictable contact volumes with GigCX, featuring Vinay Gupta and Dr. Julian Raabe
In this episode of the GigCX Decoded podcast, we speak with Vinay Gupta and Dr. Julian Raabe of McKinsey & Company.
Gupta is a Senior Knowledge Expert at McKinsey & Company, with more than a decade of experience in contact center, advanced analytics and back office processes.
Raabe is a partner at McKinsey & Company, and leads McKinsey’s customer care, e-care, and digital care work in Europe, the Middle East and Africa. He advises leading technology, telecommunications, internet, and media companies to shape their customer-interaction strategies and foster customer engagement while capturing growth opportunities in the converging digital world.
Both were contributors to McKinsey’s 2021 report: An on-demand revolution in customer-experience operations?
In this interview, Vinay and Julian share CX trends, the benefits of a GigCX model, including flexibility, best practices for organizations looking to implement a GigCX model, and more.