The rules for customer engagement have changed. The probability that a customer will stick around through a bad experience is quickly diminishing. Customers are even dropping an average of 4+ brands per year over bad experiences.
Meeting the needs of today’s customer is more critical than ever for companies. It’s not just about delivering exceptional experiences in order to establish a competitive advantage, it’s about providing exceptional experiences to the modern customer in order to meet evolving standards of service excellence.
In this podcast, John Finch, AVP of Contact Center at RingCentral is joined by Brian Solis, Principal Analyst Altimeter Group to discuss the changing nature of customer expectations and how digital transformation strategies are allowing contact centers to rise to the challenge today and tomorrow.
Listen now below or through the podcast channel of your choice, including:
Originally published Jun 17, 2019, updated Aug 27, 2020