With limited resources, you’re forced to direct your activities toward changes that produce the biggest business outcomes. But without a view of the customer journey, you risk wasting those limited resources on the wrong opportunities.
With NPS survey response rates dropping into the single digits and customers who outright lie on them, can you really expect to measure the customer experience?
As the conversation around artificial intelligence heats up, the role of the frontline customer service worker has become crucial in delivering exceptional experiences.
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