CX Is Evolving, Experts Conclude: Experience A Better Way (OpenTalk)

Customer behavior is clearly changing; new generations of customers interact and engage with brands differently. It is no longer an automatic assumption that customers will use a phone channel to reach an agent, they now have options — and they’re using them to their full effect. Younger generations are now digital natives who engage with agents across multiple channels and communicate effectively through platforms like social media. With these new digital behaviors and preferences, companies have quickly accelerated their transformation timelines to meet and exceed customer expectations on new channels. However, this evolving style of communication ultimately requires new strategies for successful CX and access to a 360-degree view of the customer. Full article: https://www.customercontactweekdigital.com/customer-experience/articles/cx-is-evolving-experts-conclude-experience-a-better-way-opentalk
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