Introduction
Welcome to the new CX evolution
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Think customer care is still the same? Not a chance.
It’s evolved faster than your customers can say, “Let me speak to a manager.” And the traditional contact center is quickly changing with new technologies and agile approaches for CX.
The climb to the summit of customer care has never been steeper, or more daunting. Not only are you tasked with scaling tough targets and meeting ever-increasing customer expectations, but you also need to prepare your organization for technology transformation and an AI-enabled future.
The complexity of integrating and streamlining customer touchpoints is staggering and constantly changing: customers are frequently moving between channels and devices — a Boomer might start with a digital chat, while a Millennial reaches out on social media, and Gen Z skips the app and dials straight in. Meanwhile, AI steps in to handle inquiries and translate languages, only to seamlessly pass off to a human when things get tricky.
Customers want fast, personalized, seamless experiences across channels — without a hiccup — whether they’re on their laptop at work or their phone waiting in line for coffee. The challenge? Keeping all those preferences, channels and technologies in harmony.
And if that wasn’t enough, loyalty has never been more fleeting. With so many attractive alternatives on the market, a single disappointment is enough for your customers to switch to one of your competitors.
That’s what this ebook is all about — being prepared and ready to excel customer care during this new CX evolution.
It’s your survival kit with five imperatives to create experiences so good they don’t just meet expectations — they obliterate them.
Buckle up.
Ebook
The new customer care playbook
