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Customers today expect to interact with businesses through whatever channel and device they find most convenient at a given moment in time. That spans everything from social media and in-app messaging to “traditional” channels like phone, email, text, and online chat. More importantly, customers also expect consistency in those communications across channels and interactions. At the same time, employees are already navigating a labyrinth of tools and systems. The challenge is particularly overwhelming for customer-facing employees, where providing a timely response can be critical. Why do many companies treat these groups so differently? In this webinar, Constellation Research analyst, Nicole France, will share how a seamless, unified customer and employee engagement strategy is the key to turning the the challenge of choice into a win for both parties. Nicole will also share best practices for identifying and operationalizing a seamless experiences across the three critical employee and customer experience stages in a way that bridges internal silos, improves the work environment, and facilitates customer interactions. |
