Discover the secrets to creating a disruptive contact center – including aligning everyone and everything around the future customer to build a 360-degree, consumer-obsessed organization. You’ll also get tips to get you started on your own disruption journey.
Mapping the Customer Journey for Success
Learn how you can understand customers' needs and pain points by taking a walk in their shoes.
Getting digital CX right: How knowing your customer helps make your CX memorable
Customer experience is a top competitive differentiator. Because if a company’s CX falls short, more than 50% of consumers show little – or no – hesitation taking their business elsewhere.
Cultivating a future-proof customer journey strategy
Customer journeys begin with web search, and long before they initiate contact with an agent, they’re self-serving their needs and crawling the web and your digital—and physical—channels. If they do reach out for support, it’s on any channel, at any point of their journey. And, they’re measuring their experience with your company against the best they’ve had—thanks, Amazon!