Masergy CEO: Build a Better Customer Experience
AUSTIN, Texas -- Big Communications Event -- There are many elements that come into play in building a better customer experience, but having employees that understand their company's core values and culture is the most important, according to Masergy CEO & Chairman Chris MacFarland.
"I can tell you without a doubt from a customer experience standpoint that at the end of the day human capital is the most important asset," MacFarland said. "You have to have a commitment from a core value and culture standpoint, which I think we have today."
During his BCE keynote address Tuesday, MacFarland spoke about the importance of automation using APIs and forward-facing web services, as well as Masergy Communications Inc. 's app store that allows customers to pick different types of firewalls or virtual routers. (See Masergy CEO: Key Building Blocks for Better Customer Experience.)
— Mike Robuck, editor, Telco Transformation
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