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Excellent CX Delivery Relies on Completely Hearing the Voice of Customer

Obtaining the Voice of the Customer is more than surveys. Effective CX-supporting VoC requires paying attention to all customer interactions.
Enhancing Omnichannel Agent Productivity http://digitaltransformation.frost.com/expert-insights/viewpoints/excellent-cx-delivery-relies-completely-hearing-voice-customer/

GamEffective Shows How to Make CX-focused Gamification Successful

GamEffective demonstrates how gamification can help contact center agents deliver an improved CX
s investigated in a new research paper about omnichannel agent productivity. GamEffective meshes cont http://digitaltransformation.frost.com/expert-insights/viewpoints/gameffective-show-how-make-cx-focused-gamification-successful/

Overcoming the Challenges with Providing Truly Omnichannel Retail Customer Service

There are critical environment issues that have limited the ability of retailers to have in-store staff also handle online customers. There are new technologies that are being rolled out to make this happen.
n report to be released later this spring on omnichannel retail customer service. I was given a de…s in retail omnichannel customer service and sales. http://digitaltransformation.frost.com/expert-insights/viewpoints/overcoming-challenges-providing-truly-omnichannel-retail-customer-service/

How 3D Printing Will Change the Customer Experience

3D Printing is beginning to revolutionize manufacturing and disrupt the supply chain. But ultimately 3D Printing will radically alter the Customer Experience including changing customer service and service delivery.
http://digitaltransformation.frost.com/expert-insights/viewpoints/how-3d-printing-will-change-customer-experience/

Part 2: The Next Generation Customer Experience Landscape

What will the new customer experience environment, or landscape look like.
as omnichannel customer service blazes the trail to the nex… the notion that in the omnichannel business environment… omnichannel customer experience.   http://digitaltransformation.frost.com/expert-insights/viewpoints/part-2-next-generation-customer-experience-landscape/