Arco, leading supplier of PPE to the UK, is in the middle of a £70m digital transformation programme. The digitisation of its contact centre is a key deliverable of that programme.

Reliance on a cloud platform was what enabled Arco to send its 150 contact centre agents to work from home as soon as lockdown measures came into place. While businesses up and down the country were sending staff home, Arco's cloud-based contact centre proved critical to maintaining customer contact and meeting demand throughout the pandemic.

In this presentation Alan Garratt, CX Business Architect, walks you through Arco's digital transformation journey, outlining the company's approach and uncovering valuable lessons learned along the way.

As part of the story, Alan provides:

• Three principles of approaching digital change
• Crucial advice on managing change throughout an organisation
• A framework for successful digital transformation