#CXRoadshow: Build Or Buy: Shipping A Great Customer Experience Faster With Software Communications


For companies looking to scale, or simply scale fast, choosing the right communications plan is crucial.

At our London stop on the Engineering The Customer Experience Roadshow, Forrester Research Analyst Mike Facemire talked to Andrew Peck of Citigroup and Matt Robinson of GoCardless about building vs buying and why they chose Twilio to power their company’s communications.

Matt wanted to give his support team the custom call queue system they needed to reduce customer wait time. Using Twilio, he built a Nodephone to organize GoCardless’ support data, track peak call hours, and develop customer profiles so their support team can better serve customers when they call in.

Andrew talked about the importance of flexibility in a contact center and how it allows Citigroup to grow with their customers, and the pace of a large enterprise company. Watch their entire panel discussion below:

London Sells Out, Grab Your Tickets For Chicago and New York

London was the second sold-out stop on the Engineering The Customer Experience Roadshow and tickets are selling out fast to our upcoming Chicago, New York, Santa Monica and San Francisco #CXRoadshow stops. Reserve your spot here.


Upcoming Roadshow Stops