Press Release

Talkdesk launches CX Transformation Roadmap, a five-stage plan from survive to thrive

CX Transformation Roadmap features Building a Model for CX Greatness webinar with former Walt Disney World CX leader, Dennis Snow, September 30

  • Talkdesk offers a five-stage plan on how to prepare for an uncertain future based on results from two Talkdesk surveys
  • CX Transformation Roadmap examines lessons learned from customer surveys and offers guidance to survive COVID-19 and thrive post-pandemic
  • Talkdesk to host a fireside chat on September 30 with former Walt Disney World CX leader, Dennis Snow

SAN FRANCISCO – September 17, 2020 – Talkdesk®, Inc., the cloud contact center for innovative enterprises, announces CX Transformation Roadmap: Build Resilient Cloud Contact Centers; a guide to survive the COVID-19 pandemic and thrive in the new normal to come. With CX Transformation Roadmap, Talkdesk provides a progressive, five-stage plan to help organizations develop a stronger customer experience foundation to address current issues and build momentum for a post-pandemic future.

Companies in all industries and around the world moved quickly to stabilize operations and institute guidelines to protect the health of their employees and customers, while continuing to deliver value. During the rapid spread of COVID-19, contact centers made drastic operational changes. Companies moved thousands of workers to remote locations and made new investments in employee communications, while others experimented with staggered shifts to move more gradually. Through the upheaval of the customer service industry, contact centers sought to maintain relationships with customers as close engagement and responsiveness was critical for business continuity.

In June 2020, Talkdesk conducted surveys of its 1,800 customers to better understand how contact centers are coping with the current challenges. The resulting reports offered key insights into the impact of COVID-19 on how organizations have responded to better serve customers during the pandemic and what the contact center may look like in 2021. CX Transformation Roadmap examines these lessons and offers guidance on how to prepare for an uncertain future. 

“The global impact of COVID-19 has forever changed our experiences as citizens, employees and customers, altering business models and affecting the way we design, build and operate the customer experiences that people need now and want next,” said Tiago Paiva, chief executive officer, Talkdesk. “The CX Transformation Roadmap five-stage plan empowers brands with the tools and strategy to outmaneuver uncertainty and revolutionize the CX industry.” 

Talkdesk will host virtual events, release new content and announce new products as part of the CX Transformation Roadmap program beginning on September 30 at 9:00 a.m. PDT with Building Your Model for CX Greatness. This fireside chat with former Walt Disney World CX leader, Dennis Snow, will rethink and reimagine how to deliver and sustain exceptional customer experience during and post-pandemic. With an acumen for customer service honed over 20 years as a leader in the Walt Disney World Company, Snow offers keen insights and advice for the CX leaders of today along with practical solutions from Talkdesk customers to survive the COVID-19 pandemic and thrive in the new normal.

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Tweet this: The @Talkdesk CX Transformation Roadmap, Build Resilient Cloud Contact Centers, a 5-stage guide to survive the #COVID19 pandemic and thrive in the post-pandemic future. Don’t miss Building Your Model for CX Greatness webinar on September 30.

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About Talkdesk

Talkdesk® is the cloud contact center for innovative enterprises. Combining enterprise performance with consumer simplicity, Talkdesk easily adapts to the evolving needs of support and sales teams and their end-customers, resulting in higher customer satisfaction, productivity and cost savings. Over 1,800 innovative companies around the world, including IBM, Acxiom, 2U, Trivago and YMCA rely on Talkdesk to make customer experience their competitive advantage. Learn more and request a demo at

Talkdesk is a registered trademark of Talkdesk, Inc. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.  

Media Contacts:

Gavin Gustafson

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(801) 560-0073