Monday, October 3, 2022
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    How Newcastle Permanent Building Society is crafting a digital-first, not digital only, CX approach

    The customer experience team at Newcastle Permanent Building Society were confident replacing adhoc different systems across its contact centre and digital channels with a single, integrated platform would lead to efficiencies and cost reductions. What they didn’t know initially was how it could innovate their omnichannel and team approach.

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