With so much change amid the customer experience (CX) landscape, brands are embracing great opportunities – and some challenges – as they navigate it all.
CX leaders are grappling with the rapid rise of AI tools, the need to embrace digital while maintaining a human touch, growing associate burnout, and continual pressure to cut costs and demonstrate ROI wherever they can.
These were just some of the topics discussed at Reuters Events’...
Customer experience leaders look for employees with emotional intelligence and empathy, traits that work great for helping customers and resolving issues. And in today’s AI-obsessed environment, empathetic human connection is a welcome differentiator for many people who don’t want to navigate an IVR or converse with a chatbot.But be warned -- the more that AI and automation is used within the customer experience, the more likely your human customer-facing...
For decades, contact center and CX organizations have strived to become “omnichannel.” Rather than force customers into interactions dictated by the company, an omnichannel...
