Live Webinar October 24th, 2023, 11:00 am – 12:00 pm EDT
Activity Type: Education – Course or Training  1 Hour  1 PDU
Provider: Gartner Webinars

For most service and support organizations, customer experience (CX) is challenged by vertical channel silos that create difficult-to-break barriers.

Service organizations typically want customers to begin their journeys via digital channels, but whether by design or because customers are unable to resolve issues on their own, not all journeys can be wholly contained within self-service.

When a service organization builds paths to resolution through digital channels that are independent of assisted-service channels, it may result in a disconnected, high-effort customer service experience.

Therefore, leaders responsible for improving the customer experience must take a collaborative approach that brings digital, IVR, and assisted teams together to create seamless customer journeys.

Join Kathy Ross (LinkedIn profile) Gartner Sr Director Analyst & Brady Holbrook (LinkedIn profile) Gartner Director Advisory customer service webinar and unlock the true potential of a seamless service channel journey.

Discussion Topics:

• Analyze the impact of a siloed channel strategy on cost and CX outcomes
• Identify the critical strategic elements to build a seamless service channel journey
• Understand the benefits of creating a connect customer journey

Return to the web page to watch both the live and on-demand webinar.

Click to register for:
Break Down Channel Silos For A Better Customer Service Experience

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