In today’s contact centres, customers switch between channels effortlessly, from self-service portals to chat, voice, or email.
Customer loyalty isn’t just about resolving queries quickly; it’s earned by creating smooth, consistent, and meaningful interactions.
To find out more, we spoke to Simon Waldron, Senior Solutions Consultant at Peopleware, about why contact centres that combine technology with a people-first approach stand to gain the most.
Video: Create Loyalty: Combine Technology With a People-First Approach
Watch the video below to hear Simon explain how contact centres can achieve customer loyalty in a digital world by combining technology with a people-first approach:
With thanks to Simon Waldron, Senior Solutions Consultant at Peopleware, for contributing to this video
This video was originally published in our article ‘Boost Customer Loyalty in a Digital World’
How to Foster Customer Loyalty in a Digital Age
Create Seamless Omnichannel Journeys
Customers expect every interaction to feel connected, no matter the channel, so contact centres need to ensure that context follows them across self-service, chat, voice, or email.
Integrated systems allow agents to view full histories, past issues, and preferences, reducing frustration and building trust.
“Today, customers are becoming used to switching channels when interacting with organizations. A conversation may start in a self-service portal, then migrate to chat, voice, or email.
In the digital age, ensuring customer satisfaction means providing a seamless experience across all of these interactions. Thus, a proper omnichannel strategy is essential.”
Use Technology to Enhance Human Connection
AI can help by identifying customer intent, providing agents with relevant information, and automating routine tasks.
This frees up agents to focus on empathy, active listening, and problem-solving, which are the human elements that truly drive loyalty.
“And AI can enhance this further by providing customer intent and useful information to agents, and automating routine tasks that may slow them down. This provides more time for the human connection.”
Remember Loyalty Comes From Experience, Not Speed
While technology can make interactions faster, customers remember how they are treated more than how quickly their issue is resolved, as Simon concludes:
“Technology alone does not produce loyalty. Customers remember how they are treated, not just how fast we can resolve their issues.
The real opportunity lies in combining these tools with a people-first approach. When technology supports a meaningful human connection, loyalty becomes a by-product.”
Ensuring that every touchpoint is supportive, personal, and empathetic creates lasting trust and loyalty.
If you are looking for more great insights from the experts, check out these next:
- 3 Ways to Create Truly Personal Customer Moments
- 3 Ways to Strengthen Customer Loyalty
- How Technology Supports Customer Trust
Author: Robyn Coppell
Published On: 27th Feb 2026
Read more about - Video, Customer Experience (CX), Customer Loyalty, Digital Channels, Omnichannel, Peopleware, Simon Waldron, Videos
