Ensure the Customer Journey End-to-End
Across industries, the CX status quo has shifted from reactive customer service to implementing proactive customer experience that encompasses the end-to-end customer journey. To be a disruptor amid heightened customer expectations, businesses must focus on delivering experiences that are not only efficient and effective, but pleasurable, meaningful and convenient.
Download Chapter 5 of the eBook: Building a Better Customer Experience: True Stories from the Front Lines of Continuous CX Improvement to learn how companies are assuring the quality of the customer journey by:
- Running end-to-end, synthetic interactions to ensure all channels work seamlessly
- Conducting voice quality tests through different detailed customer scenarios
- Reducing testing time and releasing IVR updates on schedule
