When always-on and customer experience collide, there isn’t room for error. Personalization, proactive customer service, value and experience related to price, chatbots, speed, convenience — in this conversation we’ll explore the post-modern world of customer service experience, which brands are doing it right, and why.
– Robert Schwartz, Global Leader, Agency Services, IBM iX (moderator)
– Gadi Shamia, COO, Talkdesk
– Craig Davis, Founder & CEO, Agent IQ
– Arthur Néau, Head of Product, NextUser
A key theme of the Forrester CXNYC event was how customer experience can and should drive growth for the business. Yet the headline from Forrester’s 2018 CX Index stated the industry appears to be plateauing. Consumers said that brand experiences are overwhelmingly mediocre—62%—and the number of consumers who think experiences are above-average continues dropping each […]
https://youtu.be/JxaqK7_VKRY The rate at which an organization can transform is directly proportional to the embarrassment it can tolerate. To succeed in their reinvention, CEOs are turning to their leadership to drive the growth and change agendas across the business. IBM iX thinkLeaders talks to Twitter, Ticketmaster, TLDR Capital, and Crane.tv, about how businesses today must […]