This Is What Meaningful Collaboration Looks Like | Smartnumbers Consortium 2024

This is what meaningful collaboration really looks like.

In this video, Tim Burton, the Chief Product and Success Officer at Smartnumbers, adds more insightful thoughts to our series from the recent Smartnumbers event in London.

Highlighting just why contact centres are vulnerable, Burton also talks about how to maximise customer value, address vulnerabilities in telephony and contact centres, and leverage targeted data-driven collaboration to tackle industry challenges.

Find out how the future of secure communication is intertwined with customer success.

Effective collaboration in the fight against fraud

In the video, Burton, not to be confused with the director, discusses his dual role in overseeing both product development and customer success. His responsibilities involve ensuring that Smartnumbers’ offerings are effectively brought to market and that customers derive maximum value from the products they use. Burton highlights the significance of a recent event as an opportunity to engage directly with customers, validate their satisfaction with current product features, and assess the alignment of the company’s roadmap with customer needs and industry challenges.

Telephony and contact centre sectors have been underrepresented in fraud management, especially as digital and instant communication methods like mobile and web-based applications have surged in popularity. The rapid expansion of digital channels has been fueled by a focus on new features and connecting with digitally savvy consumers. However, this growth has also led to tighter regulations regarding identity verification and management in digital spaces, inadvertently making traditional channels like telephony and physical branches more vulnerable to fraud. As criminals increasingly target these weaker links, Burton emphasises that it is difficult to manage human-centred vulnerabilities as effectively as cyber threats, thereby explaining the recent surge in attacks of this nature.

In other videos in this series, we’ve covered the importance of collaboration, however this interview presents an interesting perspective on this. Burton critiques the often vague notion of collaboration, comparing it to the overhyped term “AI.” Instead, he advocates for focusing on specific use cases with clear objectives, drilling down to measurable points that can drive progress. The key to successful partnerships, according to Burton, lies in agreeing on a concrete problem, determining how to work together effectively, and allowing data to guide growth. This focused approach, centred on a common goal, ensures that the motivation for collaboration is clear and sustained.

It’s a great addition to the series. Be sure to keep up with more interviews from Smartnumbers Consortium 2024 on our website and LinkedIn channels.