About Mark Hodgen

Mark Hodgen has worked in the networking/telecom industry since the mid-'90s, with a focus on ITIL Service Management since 2006. He currently works as a Sales Engineer for Bright Pattern.

    In previous blog posts from our 2021 CX Trends series, we looked at people, processes, economics, and systems to provide the best customer experience in the post-pandemic contact center. We’ve looked at trends like the rise of mobile channels, the increasing demand for AI, and the rise of cloud-based CX solutions.