IMRG’s Quickfire Q&A is the latest video-cast for essential eCommerce and retail insight! Every week IMRG’s data experts go against the clock to quiz our special guest experts around key issues facing the industry.

This weeks topic was ‘How can connected customer service drive growth?’, with Chris Wyper, Director, Global Industry Strategy – Retail, E-Commerce, CPG at Talkdesk, answering questions such as What do you mean by ‘connected customer service’? Will self-service eliminate the role of agents? and How do you see the role of agents evolving in the future?