Remove 2015 Remove Customer Care Remove Journey mapping Remove Multichannel
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Contact Center Technologies 2017: find out what 23 experts say

RichCall

ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. In fact this number increased from 67% in 2012 to 84% in 2015. This is the future of customer service. But it is the harnessing of social platform messaging apps that will turn social customer care on its head in 2017.

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Three Questions To Ask Yourself To Understand What Customers Really Want

COPC

This can be done by plotting customer satisfaction and dissatisfaction scores in a CX Matrix as well as by exploring the current customer experience through customer journey mapping. 2) Do our offerings match the channel and interaction preferences of our customers?

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