The COVID-19 pandemic has created unique challenges for businesses and individuals around the world, one of hardest-hit department is often customer service and they have been on the frontline of most of these challenges. However, beside all these changes if you look closely. Companies have taken quiet but dramatic steps to improve customer service — and the results are impressive. Most companies invested in more customer communications technologies, adding new ways for customers to connect.

I interviewed Paul Abdool from WayPath Consulting. Paul is the Chief Revenue Officer at Waypath - focus on content management systems (CMS), customer communications management (CCM) and customer relationship management (