The effects of uneven CX are felt not just among customers, but they also make it difficult to harness the workforce to take part in the tech evolutions as they occur. Indeed, CCW Digital research identifies disintegration as the #1 agent complaint, #1 customer complaint, top performance bottleneck and top technology issue.
The next step in the customer service evolution, therefore, is shifting to an omnichannel experience centre, which breaks open siloes and connects all the various CX technologies.
That experience centre includes four key pillars, which are discussed in this complimentary whitepaper.