Integrating Design Thinking in Your Long–Term Customer Experience Strategy
Presented by: Cal Austin Innovative Customer Experience Lead – Emerging Markets Pfizer
Join the Customer Engagement Leadership Council
…and connect to a powerful network of collaborators, innovators and achievers
As virtual and hybrid work arrangements and digital acceleration continue to reshape the very nature of customer contact and customer engagement, it’s critical to stay connected to the latest learnings and trends. Joining the Customer Engagement Leadership Council is...
Leveraging KPIs for Better Customer Service
“Numbers shouldn’t matter.” “Focusing on KPIs makes customer service interactions transactional and less personal.” “It’s the type of experience you provide to customers that matters, not the ‘agent score card.’” Depending on the context, these sentiments may all be...
“Build versus Buy” for Omni channel Contact Center AI Applications
The question of whether to build or to buy is a heavy one to weigh. It’s a dilemma that many business owners and digital leaders face at some point. There is another added level of complexity, the uncharted territory and relatively new area of Natural Language...