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In a time where individuals place more importance on the experience than ever before, companies must optimize their technology to support exceptional experiences. To design a more effective customer journey, companies need to not only understand the end-to-end path of their customer but ensure that every segment of their experience is functioning as intended.

This guide will outline some of the most critical instances of technology failure and offer insight into how companies can ensure their customers are experiencing a seamless end-to-end journey.

For example:

  • How to assume the customers point-of-view to optimize their journey
  • How to analyze every point of interaction to ensure a functioning and seamless experience
  • How to improve the agent experience by testing contact center technology

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