[PODCAST] A Get Together with our New VP of Product Marketing at Five9 w/ Terry Fortescue
Today’s customers are more demanding than ever and they want to engage with a brand how and when on their own terms. This means that for businesses to succeed they need to step up their digital engagement strategies.
We'll be discussing more about this idea at the virtual CX Summit coming up on September 16. You can still register for that here.
In the meantime, we talked with Terry Fortescue, the new vice president of product marketing at Five9, on the latest episode of the That's Genius! podcast.
Terry shared her thoughts on digital engagement:
It's miserable to put everything into a chatbot, get frustrated, call the support team and find out that nothing you typed in transferred over to the live agent.
To avoid that, we need to continuously carry over the data associated with the channel. That way, the next agent who picks up the escalation can resolve it.
From a CX point of a view and a brand impact point of view, that would create a hugely meaningful experience.
Now starting to layer in additional channels, such as AI and virtual agents, brings up a whole new discussion.
To learn more listen to the whole interview with Terry, here.