Report

Special Report: Digital CX in Contact Centers

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Chances are, digital channels are the first touchpoint a customer has with your brand — especially if they discovered you through a Google search or recommendations site like Yelp. Even if you’re a retailer, your customers may search online before visiting a store.

The digital customer experience is the sum of digital interactions between a customer and a company, and the customer’s resulting impression of the brand. This includes front-end services and supporting back-office processes typically designed to provide speedier, more convenient customer support than offline channels.

In this Special Report, we explore what it takes for companies to build a top-notch digital customer experience. You’ll discover the following:

  • 6 hallmarks of an omnichannel customer experience
  • 4 common mistakes businesses make in the digital customer experience
  • How to optimize various digital channels for their best use cases
  • 5 case studies of good digital CX from Amazon, Home Depot, Sephora and more
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