Customers change, technology changes, but do business processes change in response? They must if organizations want to remain competitive. Customers now expect expansive service experiences; organizations that fail to deliver them will lose customers and revenue. This elevates the importance and profile of customer experience (CX) initiatives. But many efforts fail to move the needle because they don’t tackle the real causes of poor experiences.
Modern Customers Call for Modern CX Processes
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About the Author
VP and Research Director
Keith Dawson is responsible for Customer Experience (CX) research, covering technology that facilitates engagement to optimize customer-facing processes. His focus areas include agent management, contact center and voice of the customer, along with technology in marketing, sales, field service and applications such as digital commerce and subscription management. Keith’s specialization is in natural language speech tools and the wide array of customer analytics.