The customer experience is not measured on individual interactions, although these are important, it is judged on the complete customer journey and it is this that is proving to be a challenge. As more customers take a journey that spans multiple touch-points, contact centres are struggling to deliver a consistent, persistent and personalised experience.
To download this Whitepaper to find out more about how to personalise each customer interaction please click here.
about the author: Chantelle Newton
