AI & Customer Experience Management - The Challenge for Contact Centres

Margie Middleton's webinar covered:
  • New Trends
    • Intellectual - Customer Experience Management (CEM)
    • Technology - Artificial Intelligence
  • Customer Experience Management What Is It?
  • What is it trying to achieve?
  • How does it affect Contact Centres?
  • How does this fit with changes happening in Contact Centres?
  • What are the key issues that need to be balanced?
  • Questions & Discussion
Customer Experience Management (CEM) is a strategy to drive profit through aligning all the elements of the service delivery chain to deliver excellent Customer Experience and so drive customer loyalty, increased share of wallet and cross and upsell.



AI & Customer Experience Management - The Challenge for Contact Centres from Contact Centre Management Group