State of Customer Experience and Service: Human, Connected & Quantified
Through crucial statistics and insightful qualitative interviews with some the most innovative service & experience leaders in North America, Reuters Events: State of CX report will equip you to with critical benchmarks strategies to deliver experience excellence in 2023 and beyond.
This report will serve as a guiding star for CS & CX leaders as they navigate the key challenges and opportunities of the year, from securing budget and demonstrating ROI to mastering the employee experience and augmenting agents through intelligent automation:
- Part 1: Investing for Impact, Driving Action, Delivering Returns
- Part 2: Consistent, customer-centric and underpinned by storytelling
- Part 3: Frictionless, Disciplined and Measured
- Part 4: Human Experience, Powered by Technology, Built on Trust
“You can’t have a good customer experience if the employee experience is poor. That’s almost an oxymoron. It’s counterintuitive.” – Wilson Nieves, SVP Customer Experience, Citizen Watch Group
“Forward-looking organizations wishing to attract, engage and retain employees should be looking to inject AI directly into the fingertips of their workforce” – Heather Richards, VP GTM Strategy, Verint
“There is not one other department that has this one-to-one relationship with customers, and at the most fragile part of their journey” - Marko Ivanovic, Digital Strategy Director, Haleon
Discover how Wilson Nieves and other senior CS & CX leaders from Citizen Watch Group, GM Financial, CVS Health, Verint and more delivering human experiences through technology and trust by accessing the full report today!