Roundtable

Ntswaki Lecage, FirstRand Bank

Organisations in all sectors are exploring how technology can improve communication with their customers. These communication channels should connect people and reinforce relationships, but creating the right environment comes with its own challenges. Executives want the efficiency AI promises, while customers want a real person. Companies getting it right are building a unified hub, where call centre agents see the whole customer lifecycle, and AI handles routine tasks. There are also considerations around data sovereignty and cybersecurity that need to be taken into account.

Brainstorm: What are the biggest challenges facing the unified communications sector today?