Episode
How Eliminating Communication Friction Elevates Customer Experience Featuring Damon Covey
- Podcast
- Amazing Business Radio
- Published
- Jun 2, 2026
- Duration seconds
- 1141
- Processing state
not_requested- Canonical source
- https://traffic.megaphone.fm/CSN3758818317.mp3
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Summary
How a Unified Communication System Empowers Employees and Delights Customers Shep interviews Damon Covey, General Manager of Unified Communications and Collaboration at GoTo. He talks about the importance of tailored, unified communication systems that reduce friction for both employees and customers. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What advantages do unified communications bring to customer service? How does integrating multiple channels enhance customer experience? Why is minimizing friction important for trust and loyalty in service? What are the disadvantages of generic versus tailored communication tools? How can automation and AI improve customer support interactions? Top Takeaways: The "swiveling chair" problem hurts both customers and employees. Integrating all communication channels into a unified system prevents employees from constantly switching between programs, improving their workflow and eliminating unnecessary friction for customers. Employees can't provide amazing customer service if they are using slow, broken, or outdated systems. Most of the time, customers are frustrated not because of the person helping them but because of the tools that make solving the problem more complicated. Fragmented experiences erode customer trust. Whenever a customer has to repeat themselves or start over every time they switch between modes of communication (chatbot, email, phone, etc.), trust drops. Unified systems provide smooth experiences where the next agent knows what happened before and the best tools to help the customer are within easy reach. Follow the journey that your customers prefer. Businesses need to adapt their communication channels and technology based on what their customers actually w…