Wednesday, August 17
US/Eastern from 12 :15 PM to 12 :40 PM ( 25 mins )
[Breakout] Managing Customer Experience in an Omnichannel World
Customers have multiple channels to interact with organizations: self-service via websites, mobile apps and kiosks, and agent-assisted over the phone or in-person. While these channels vary widely on the surface, they often result in similar outcomes for the customer, and may even converge behind the scenes. Adopting a unified mindset to experience across these channels is a key to overarching improvements in CX.
Topics will include:
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