The Evolution of CX

Despite all of the marketing hype, the vast majority of customer journeys and experiences are still fundamentally broken remnants of a bygone era, managed by software designed decades ago for voice-only call centers. Traditional omnichannel strategies are irrelevant for modern, smartphone-centric consumers, who are needlessly forced to switch channels, introducing latency, frustration, and complexity that thwart efforts to improve the customer experience. Source: https://ujet.cx/the-evolution-of-cx-wbn-typ/
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