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The way businesses compete and win in the Experience Economy has changed. As experiences continue to grow faster than goods and services as a proportion of the economy, the organizations that rise to the top are differentiating themselves based on the experiences they create and deliver.
In customer experience, huge investment has been placed in experiences like eCommerce and retail stores, but there’s one key experience many organizations continue to ignore - the contact center.
Seen by many as a service, not an experience, it’s regarded by most leadership teams as a cost center. And for customers, it’s seen as primarily as a ‘task’ akin to paying ones taxes rather than an experience.
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