Categories: Collaboration Customer Experience

Future of Work Webinar with Guest Forrester Research: Demystifying the Contact Center’s Role in CX

Bridging Two Worlds for Greater Customer Experiences

What’s the first thing that comes to mind when you hear the words “customer experience”?

Delightful? Frustrating? Cohesive? Confusing?  We each have our own perspectives based on our most memorable experiences as consumers – either good or bad.

What about when you hear “customer service”?  You might think of both as being one and the same. And indeed both are tightly connected to one another, yet they are in fact two separate focus areas within the companies that we do business with.  According to Cisco’s global contact center survey, more than half of contact centers now report into a CX executive, and yet 72 percent of contact center decision-makers say that fragmented customer experiences are one of their top 5 business challenges.

Forrester defines customer experience as how customers perceive their interactions with your company (1).  In other words, customer experience is a “perception”.  Whereas customer service is an “intervention”. The difference between customer experience and customer service is confusing to many companies, leading to a lack of clarity over the true ownership of customer experience (CX). Collaboration between the two is critical to achieving CX success. 

Join our Future of Work Webinar

Join us on Thursday, September 10th, 2020 at 10 am PT/1 pm ET in this insightful webinar with guest speaker Faith Adams, Senior Analyst at Forrester Research, and Vinod Muthukrishnan, CX pioneer and Chief Growth Officer of Cisco’s Contact Center business unit, to discuss the clear differences between the two organizations and the steps these two groups can take in building a holistic Voice of the Customer program that leads to superior business outcomes.

Attend our webinar and receive the Forrester Research paper “CX professionals must collaborate with customer service leaders”.

We look forward to seeing you at our Future of Work webinar on September 10th!

Be sure to also check out these resources:

(1) CX Essentials, Forrester Research, Inc., July 21, 2020

Learn More


Published by
Vinod Muthukrishnan

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