Samantha Mooney explores how customer experience (CX) and unified communications (UC) intersect, and why they need to be considered as one connected strategy rather than as separate technologies. Her work looks at the real impact of fragmented systems on both customers and the teams who support them.

By reading Samantha’s stories, you’ll gain insight into how disconnected communication channels lead to missed calls, repeat contacts and agent burnout, and what organisations can do to fix these issues. She focuses on practical ways to align CX and UC design so that every interaction is smoother, more efficient and more satisfying for customers and employees alike.