Quality customer experience (CX) is a must for every business. However, enterprises continue to make common CX mistakes that can lead to increased agent turnover and the loss of key customer insights that are important for winning and retaining business. With the right CX strategy in place, your organization can avoid these common CX stumbling blocks, empowering your agents, increasing customer loyalty, and exceeding your KPIs.
With over 25 years in digital customer experience, Robin Gareiss, President of Nemertes Research, will join Darryl Addington, Director of Product Marketing at Five9, for a lively discussion about the top five CX pitfalls to avoid:
Not having an omnichannel strategy
Neglecting to use call center analytics
Lacking agent support
Failing to establish a customer care culture
Not fulfilling the customer feedback loop
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