Of course we can’t let problems linger. Of course we have to respond to demands, address inefficiencies, and do everything in our power to keep today’s agents motivated – and today’s customers loyal.

We nonetheless need to continue looking forward. Granted, this year reminded us how difficult it can be to precisely predict what will happen in the months and years ahead.

We can, however, arm our organizations with the right vision, intelligence, strategy, coaching, and technologies to swiftly adapt to unexpected change – while reaping the immediate rewards of customer centricity.

In this roundtable, we explore innovative ways of approaching the customer experience function, all with the goal of boosting performance, loyalty, engagement, and bottom-line results.