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Transformation and the Digital CX JourneyApril 12, 2022
Digital transformation, automation, and self-service, using smart speakers and search engines are all changing the customer journey and the role of agents working in customer service; a customer will often search their phone for help before ever calling a customer care number. So how do brands manage this more sophisticated customer journey? Ivan Kotzev is a research analyst at Nelson Hall based in London. He's been analyzing many of these issues for years, and I caught up with an event to hear some of his ideas on transformation and the digital CX journey.
Host: Mark Hillary – CX Analyst & Author.
Invitee: Ivan Kotzev, Research Analyst, Nelson Hall.
Production/ Sound Engineer: Alex Diaz - th3cult.co.uk
Want more thought leadership and executive insight on the latest customer and CX industry issues? Check out all other CX Pod Europe podcasts here: www.ttec.com/emea/cxpod.