CUSTOMER EXPERIENCE
BY BRENDAN READ, CONTACT CENTER PIPELINE; Q & A WITH EXPERT PANEL
DRIVING THE BOUNCY CX JOURNEY
HOW CONTACT CENTERS CAN SMOOTH OUT THE RIDE.
ILLUSTRATION PROVIDED BY ADOBE IMAGES
Driving customer experiences( CXs) on profitable, mutually satisfying journeys these days can be very much like driving on today’ s roads. There are greater demands to be at one’ s destination quickly, comfortably, and with the least amount of cost and hassle. Getting there is being enabled by new technologies like AI and innovative methods.
But the CX pathways, like today’ s roads, are often congested with bumps, potholes, delays, and detours. This has resulted in customers navigating often complicated, now AI-powered self-service systems and becoming stalled by long hold times to reach the right agents, who are also using AI tools.
To understand what is happening with CX and employee experience( EX), and how contact centers can make both journeys easier, we had a virtual conversation with our panel of leading supplier subject matter experts.
• Anna Convery, Chief Marketing Officer, Verint
• Dana Shalev, Senior Director, Product Marketing, GCO, NiCE
• Eric Williamson, Chief Marketing Officer, CallMiner
Hopefully, your center, customers, and agents will have many good trips together.
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