Amazing Business Radio · 2026-06-02 · 19 min
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 Employees can't provide amazing customer service if they are using slow, broken, or outdated systems.
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