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Integrating People, Technology, and Processes to Drive Effortless Customer Experiences

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During the last two years, the COVID-19 pandemic has accelerated the ways companies look at transforming their businesses digitally. They have shifted their priorities in how they leverage technology; while companies still benefit from reduced costs and increased efficiencies, it is now more about achieving growth, increasing customer satisfaction, and building long-term loyalty.

Companies have become more focused on customer satisfaction and net promoter score (NPS). Organizations can drive significant loyalty by delivering great experiences, including how easy a brand is to do business with and how well they solve a customer’s problem. To succeed here, companies need to bring people, processes, and systems together onto one action-based platform and augment the way employees can get work done on behalf of the customer.


Major CX and Contact Center trends


How empowering the entire organization can create effortless experiences


How automating processes can help accelerate time-to-resolution


The value of proactive service

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Michael DeSalles


Michael DeSalles

With 19 years of market analysis and coverage of the BPO and customer experience market, Michael DeSalles publishes industry reports, records client videos, interviews Fortune 500 thought leaders and leads webinars, podcasts and virtual think tanks.

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Frost & Sullivan

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