Founder and Principal Melissa Copeland contributed to this article in CMSWire that looks at the shifting hubs, paths, and layers of a complete digital experience.
CMSWire on choosing CCaaS providers and platforms
CMSWire on contact center quality assurance
Computerworld on Google placing ads into AI chats
CMSWire on contact center trends
Information Week on exceptional customer experiences
Good customer experience must take the customer, the company, and the employee into account. If you’re missing one of these things in building a customer experience, you’re doing it wrong and, most likely, your customers aren’t happy. Founder and Principal Melissa Copeland weighs in on this article from Information Week.