Addressing CX Transformation Pitfalls: Insights from Shep Hyken

In this exclusive interview, we spoke with Shep Hyken, Customer Service & Experience Expert, about overcoming the challenges of CX Transformation in the telecoms industry, the dangers of focusing too heavily on the tracking of CX metrics and what is in the technology customer experience toolkit of 2020. 

The Transformation of Customer Contact Centers

With growing digital engagement customers have more appetite to communicate than ever before and customer contact centers have found that demand for engagement is even greater

We wanted to understand more about how the contact center has evolved over the past few years with the widespread implementation of AI technologies and increasing customer demand, we spoke exclusively to Martin Hill-Wilson, Customer Service, CX & AI Engagement Strategist to understand his thoughts on the subject.