Where’s my order? What’s my tracking number? How do I order spare parts? When will the service technician arrive? These are all common questions lobbed into customer service centers. Your contact center is a living knowledge base where your agents not only cover common questions, but also provide expert-level answers to the complex questions your […]
Bill Dry
Bill Dry and his team at Perficient guide consumer products, financial services, healthcare, and manufacturing companies through their transition to personalized customer engagement. Before joining Perficient as a Director in our Customer Engagement Solutions practice, Bill led pre-sales enterprise architecture for Twilio helping customers design next-generation customer experiences using Twilio’s API’s and public cloud services. Before Twilio, he empowered MarTech and consumer products companies to adopt cloud native architectures during his time at AWS. Earlier in his career, Bill held leadership positions at Cisco Systems and Moderro Technologies, leading teams to design and build video contact center solutions.
Blogs from this Author
3 Points to Consider When You Personalize Customer Engagement
Contributors: Bill Dry, Gopal Kuppuswamy Why is Personalization Important? Congratulations on your decision to personalize the service and support interactions you have with your customers. Customers expect it, and there are measurable benefits. Also, many studies support your decision to personalize including these: Sailthru’s 2022 Retail Personalization Index reports that 71% of customers believe personalization […]