The “experience economy” is upon us.
In supply, over 80% of vendor executives recognise CX as a priority business agenda item and key competitive differentiator. In demand, over 80% of consumers will pay for a better experience, are more satisfied, loyal and likely to recommend.
This guide provides data-driven insights and practical advice on how to transform customer service and the contact centre operations into sources of customer value. This is especially relevant given the current highly challenging global economic environment which is forcing companies to refocus and reimagine their service strategies.