Consumers and citizens today evaluate agencies on the quality of their customer experience (CX) as much as any other factor.
A 2021 survey found that 70% of consumers/citizens globally said a company is only as good as its service. This shift has brought CX to the forefront as a core competency of every successful business today – across every industry. It means that deeply understanding and continually improving CX is as important as capabilities like innovation, supply chain management, or marketing strategies. In this session, we’ll explore changing consumer/citizen preferences, the challenges and opportunities in delivering a modern customer experience, and the big trends in personalization and CX measurement.
Produced and hosted by Genesys. DIR is an educational sponsor under the Technology Today Series (TTS)
Contact Johanne.Ibsen@genesys.com with questions.
