When it comes to marketing, success is measured by leads, clicks, conversions, and of course, sales. When it comes to sales, success is measured by revenue growth. However, when it comes to monetizing and measuring the success of customer experience, the ball is often dropped - something is missing.
In many ways, the lines between marketing, selling, and delivering quality customer service are beginning to blur. All are aimed at generating revenue for the organization, and value for the customer.
When automation, technology, and complex service delivery models have been expedited, the pandemic helped contact centers realize - revenue and customer value are two sides of the same coin.
Featuring research from CCW Digital and Salesforce, as well as first-hand insights from - bestselling author and former CX leader at Charles Schwab, Freshly VP of CX, and Biltmore Director of Guest Intelligence, this report will teach you:
• The most common, yet overlooked pain points in customer service
• How the contact center can (and will) generate more sales
• How customer experience is becoming the greatest marketing differentiator in commerce
• A new way to approach customer data, automation, digital engagement, and so much more.
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