ISG Provider Lens™ Focal Points - Contact Center Customer Experience - U.S.
How to Get the Most Value from Contact Center Customer Experience in the U.S.
If you don’t have a happy customer, you won’t have any customer. Maybe that’s why customer experience (CX) has riveted the attention of corporate boards across the country. In ISG’s Buyer Behavior Study conducted early in 2023, more than half of senior executives vowed to protect CX from cost optimization programs. Generative artificial intelligence, cloudification, secure remote working technology and social media engagement are among the tools enterprises rely on to determine what the customer needs and work toward a happy ending.