Talkdesk Accelerates Customer Experience Transformation for Public Sector Organizations

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Appoints public sector industry leadership to help drive CX modernization for federal, state and local government organizations

Talkdesk®, Inc., the global customer experience leader for customer-obsessed companies, today announced the addition of John Bastin and James Ward to lead the company’s strategy and go-to-market sales efforts supporting government agencies in their customer experience (CX) transformations.

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“John and James understand the resource constraints and operational requirements government agencies must contend with and can help them create a cloud contact center solution for delivering the best experiences possible.”

In his role as vice president of public sector industry strategy, Bastin oversees the team responsible for addressing the challenges faced by government agencies as they strive to improve service levels and elevate the experiences they offer to increasingly well-informed and hyper-connected citizens. Bastin brings more than 20 years of public sector industry experience to Talkdesk having led strategy, product management, sales and marketing for companies such as GRC Inc. (now Civix), HP Enterprises and EDS.

Ward recently joined Talkdesk as vice president of regulated industries with responsibility for federal, state and local, education and utility go-to-market sales efforts. Prior to this role, he successfully launched and scaled go-to-market teams for multiple cloud software companies, building and managing U.S. public sector practices. His current team’s mission is focused on enabling organizations to provide personalized automation at scale, interactions with empathy and to foster customer trust, whether they serve small communities or millions of citizens.

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The appointments build on the previous organizational announcement of Talkdesk thought leaders for financial services and healthcare and life sciences. Additionally, as part of its public sector initiatives, Talkdesk is actively working towards Federal Risk and Authorization Management Program (FedRAMP) readiness.

“Customer experience transformation isn’t just a critical consideration for private sector companies, it’s also an imperative for every public entity. The bar has been raised by the private sector and citizens now expect to see greater levels of service across the board, whether they’re shopping, banking or contacting the department of motor vehicles,” said Andy Flynn, senior vice president, industry strategies, Talkdesk. “John and James understand the resource constraints and operational requirements government agencies must contend with and can help them create a cloud contact center solution for delivering the best experiences possible.”

Talkdesk is revolutionizing the customer service market with Talkdesk CX Cloud, the first and only modern, global end-to-end customer experience solution. During the recent Talkdesk Makes History launch, the company unveiled two new additions to the Talkdesk CX Cloud portfolio: Talkdesk Workspace and Talkdesk Builder. With a focus on technology innovations, Talkdesk is also developing artificial intelligence tools for contact centers. In March 2021, the company introduced Talkdesk AI Trainer, rapidly progressing toward its vision of automating 80% of customer interactions within three years.

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