CCW Market Study: Trends In Customer Experience Design & Strategy

While improving customer experience (CX) continues to be a hot topic, customers across every industry are still feeling high levels of pain. That pain, including long wait times and lack of understanding by agents, isn’t driving confidence in the “customer-centric” approach that organizations claim to be taking.

In this Market Study, you’ll learn about trends in CX design and strategy that will help eliminate customer pain and improve satisfaction including:

• Amplifying the voice of the customer and how to inject that voice into your contact center
• Implementing technology that eliminates pain for agents so they can provide great CX
• Providing training and knowledge management to deal with complex situations