Looking back on the advancement of customer experience over the last decade, many shifts in CX were already trending in the direction that COVID-19 necessitated, only to be expedited years into the future.
Today, many customer service departments and contact centers have now ironed out their initial response to the events of 2020, streamlining an operationally efficient and lucrative long-term business model. The result is a more competitive customer experience market, with AI serving as the greatest differentiator in the industry.
Featuring our latest research and insights from Micah Solomon, bestselling author, Forbes contributor, “the world's #1 customer service turnaround expert” by Inc. Magazine and Larry Skownronek, Vice President of Product Management at NICE Nexidia, this report will reveal:
• Why and how you should treat your employees like customers
• The new role of AI in the contact center
• Why AI fails
• How to leverage quality management, what trends are most telling right now, and so much more
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