This 45-minute webinar reveals a portion of the latest ICMI Research Findings on the Customer Journey and shows you how to Own the Moments.
The customer journey is defined by moments, and brands are often defined by how they handle them: Moments to empower; moments to be proactive; moments to shine. Yet recent ICMI research, underwritten by LiveOps, has uncovered alarming statistics that reveal organizations may be creating more moments to forget—for customers and agents—than they realize.
74% of organizations acknowledge that they are preventing their front line from providing the best customer experience.
Why would organizations do something that is certain to make their employees unhappy, when it has been proven that happy agents make happy customers?
This is just one of the many startling discoveries from our research. Join us to hear more about our findings and how you could help your organization serve to its absolute best. You don't want to just excel in the moments, you want to own them.
During this webinar you will learn:
- The differences and relationship between customer experience and customer journey
- The negative impact today’s contact center can have on the connected customer
- The potential outcomes of empowering agents to own the moment & delight customers
- How to leverage data and insights to create positive customer experiences
Join us for this interactive and informative hour—complete with audience polls, case studies, best practices and live Q&A.