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Welcome to the CX Pod Europe from TTEC – your essential customer experience podcast providing thought leadership and executive insight on the latest customer and industry issues.

Tune in to this podcast for regular discussions and interviews with the brightest and best in CX. Listen, learn and gain your competitive edge.

Transformation and the Digital CX Journey

April 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.

Contributors:
Host: Mark Hillary – CX Analyst & Author.
Invitee: Ivan Kotzev, Research Analyst, Nelson Hall.
Production/ Sound Engineer: Alex Diaz - th3cult.co.uk

Show Notes:
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.