Julien Rio has a rare combination of skills and a truly global outlook so it was a fantastic insight into a range of topics including:

Cloud contact centres and their increasing application in the 'real world'
The challenge and opportunities with supporting multiple customer challenges
What technology is going to be critical in the not-too-distant future
The increasing role of Customer Experience (CX) in leading organisational change (and how it needs to develop further)
The challenges of marketing in 2021 and beyond