Tell me about the role of digital in improving the customer experience?
Submitted by: AdministratorDigital channels and processes play the most important roles in pursuing the goals of speed and convenience and reducing customer effort. Of course, fixing existing problems with the digital experience (not just for customers but also for employees) is easier said than done because it is expensive and time consuming. Many of the systems that customer service representatives use in call centers, for example, are as old as a graying dad even a few grandfathers.
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