For all the talk about customer centricity, most customers still expect to fight their way through a dead-end IVR, endure multiple transfers and repeat their information to agents who have zero context on who they are or why they’re calling.
It is time to eliminate these frustrating pain points. It is time to create seamless, omnichannel journeys that make effective use of customer-centric strategy, empowered agents and powerful technology. What willl it take to deliver this type of CX? Our new report Customer Contact Vision for 2025 has the answers.
Topics include:
• Recommendations for how self-service and social media can transform the CX of the future
• Tips for unlocking immensely actionable insights from all contact channels
• Insight into finally achieving the elusive 360-degree customer view
• Best practices for balancing AI with human support
• Guidance for turning CX initiatives into coveted business outcomes
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