Ioan MacRae Managing Director , UK & Ireland , Avaya 39 however , and MacRae actively encourages large organisations to partner with technology companies : whether it ’ s an experienced industry advisor like Avaya or a new , more niche fintech . “ It sounds easy to improve customer experience , but it ’ s a huge undertaking for these big organisations , and it doesn ’ t need to be done overnight . It ’ s not one big bang . My advice to any big financial institution is to have conversations with your vendors and partners , understand what can be done today relatively quickly and easily to start the journey of transforming customer experience , as well as looking at the long-term plan . You might have voice only contact centres , followed by introducing email next month and then web chat . A conversation is free , so embrace your vendors .”

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