The ground is shifting beneath us.
Because of the pandemic, massive advances have been made in digital engagement and automation. And those twin pillars have led us back to a hot topic from six years ago — the customer journey.
When we talked about the customer journey before, we didn’t really know what to do with our data. But now, we have ways to leverage it in a myriad of paradigm-shifting ways.
In this episode, I’m joined by a titan of the CX and contact center world, Sheila McGee-Smith, president and principal analyst at McGee-Smith Analytics, to talk about some of these emerging trends.
Join us as we discuss:
- Who should be making contact center decisions
- How customer data platforms help extend customer personas
- The role analytics plays in driving service strategy
- What the biggest trends will be in 2022
Resources mentioned during the podcast:
-The Long-Distance Leader by Kevin Eikenberry and Wayne Turmel
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