Now more than ever, business leaders, economists, research analysts, and even behavioral psychologists around the globe are studying the impact of the employee experience, and how it impacts customer experience at scale.
This report will reveal those opportunities by providing the information needed to create a multiexperience department, and how CCaaS (contact center as a service) can, and will play an increasingly important role in the business ecosystem. More specifically, this report will give you 4 pillars of essential customer experience, which is driven by the employees who are tasked with serving today’s “everything customer.”
Covering CCW Digital’s latest research and highlighting first-hand insights from Avaya Senior Director Global Marketing, Natalie Keightley, Forbes Coaches Council and CEO of CX Journey Inc., Annette Franz, and Mark Fernandes - Chief Information Officer, Hydro Ottawa, this report will take a deep dive into the 4 pillars of essential customer experience
• Getting Connected
• Process Orchestration
• Managing Resources
• Knowledge and Insights