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 through customer experience monitoring and CX assurance.
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 toassume the customer’s point-of-view to optimize their journey and improve customer experience
How toanalyze every point of interaction to ensure a functioning and seamless experience
How toimprove the agent experience by testing contact centre technology
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