It’s an exciting time to be in our industry. It’s a time of great opportunity and challenges for the customer experience industry–and there’s a reason I’m not calling it “customer service.” Customer experience is broader than customer service. It crosses all departments within the brand, not just customer service. Remember the customer experience is affected by many things, not just their ability to interact with the contact center.  Wouldn’t it be great if vendors could hear the challenges of the brands directly from the brands? How about their specific frustrations with vendors?

from Forbes – Tech http://ift.tt/1RdYMg0
via IFTTT