As the consumer gains more and more control with each passing year, where does the future of customer experience lie?
“The future of customer experience puts consumers in the driver’s seat,” Wes Hayden, CEO of Virtual Hold Technology told Loyalty360. “Age-old gripes like excessive hold time and incompetent call center reps are eliminated. Customers take control of how and when they communicate with organizations. Self-service options are modified to provide a contextual bridge connecting consumers with service....