AVP, User Experience
12:00 PM UX Methods for Improved Call Volume: How to Leverage Human-Centered Design with Process Improvement
- Facilitate cross-functional design thinking workshops to elevate empathy
- Address operational challenges while remaining customer-centric
- Deliver cost savings in tandem with excellent experiences in the contact center
Customer experience lives so far and beyond the contact center or customer functions, culminated as the sum of all touchpoints a user or customer has with an organization. These interactions are shaped by the C-level, operations, organizational development, experience design, and of course, customer titles of all types. This panel takes a holistic view of the customer journey, examining unique enterprise functions, how the influence customer experience, and most importantly how they strive to collaborate with those affecting holistic touch points.