Critical Components of Exceptional Customer Experiences

Durée : 60 minutes

Building an exceptional customer experience should be a pillar to your digital transformation journey. But what are the critical components that make up the customer experience? 

Coveo speaks with Annette Franz, CCXP and author of “Putting the "Customer" in Customer Experience” and Debbie Shutto, Director of Knowledge Management at Finastra about technology, knowledge management, and the future of customer experiences, including: 

  • The impact digital transformation (and technology) has on the customer experience
  • The role knowledge management plays in creating a personalized experience for every customer 
  • AI’s role in a human-first approach to knowledge management 
  • A look to future, what CX might look like in the coming years
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