Don't Let Your CX Employees, Tools, Ideas Fall Behind [Q&A With Fresenius Medical Care]

Brian Cantor

When it comes to the customer contact landscape, change is as inevitable as it is undeniable.  Customer demands, agent preferences and technolgoy platforms are constantly evolving.

Is your organization evolving as well?

The answer to that question determines your ability to successfully connect with customers.  If you do not cultivate an agile, empowered, customer-centric operation, you can forget leveraging the customer experience as a competitive strength.  It will most assuredly represent a weakness.

Luckily, there are ways to preventing falling victim to inertia and complacency.  Jim Kowalczyk, a presenter at the upcoming CCW Nashville, shares some ideas and insights in the latest CCW Digital Speaker Spotlight.