Driving customer centricity in the contact center
How to blend technology and teams to foster a customer centric culture
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Many businesses claim to be customer centric, but when the needs and preferences of customers keep changing it is hard to keep up.
Following on from Customer Contact Week Digital ANZ 2023, this ebook explains how customer centricity can be fostered through two simple factors: a modern contact center and a focus on employees.
Showcasing insights from speakers at Zendesk, Navy Health, Digital New South Wales, Zoom and Thunes, it assesses why it is just as important to remain up-to-date with the changing demands of the workforce, as it is to implement advanced technologies such as predictive CX and generative AI.
Download this ebook to find out:
- How employee engagement leads to greater customer satisfaction.
- Meeting customers’ preferences with a multi-channel approach.
- Using customer data and generative AI to deliver a more personalized service.
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