271: CX Participation Is Vital To Automation Success

Customer experience’s (CX) goal of “humanizing” experiences might seem far removed from automation’s focus on removing humans from business processes. But the pandemic-induced push to serve customers online has brought these two forces together, and firms have learned transformational lessons from each. In this episode we’re joined by Principal Analyst Leslie Joseph to discuss how automation can improve CX and the important role that CX leaders can play in supporting a successful automation program.

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