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

For companies looking to scale or scale quickly, choosing the right communications plan is crucial. At the Engineering The Customer Experience Roadshow, a panel discussion between Matt Robinson of GoCardless and Andrew Peck of Citigroup explored the pros and cons of building vs buying a communications platform. Both companies opted for Twilio to power their customer experience, with Matt implementing a custom call queue system to improve support efficiency and Andrew highlighting the importance of flexibility in a contact center to accommodate growing customer bases. As the #CXRoadshow continues, upcoming stops include Chicago, New York, Santa Monica, and San Francisco.