Delivering excellent customer experiences is about more than just migrating to the cloud; it requires a new mindset and entire organizational shifts. And today’s customers have raised their expectations.
Platz discusses what she’s learned over two decades working with customer experience teams, including at Salesforce. In her view, the pandemic changed CX forever.
Bot interaction, personalization and outcome metrics could all still get better, members of Protocol's Braintrust say.
A new Harris Poll from Protocol analyzes consumer sentiment around customer experience — what’s changed, what’s working and what isn’t.
The pandemic changed everything for customer experience. Here’s how enterprises will adapt over the rest of the decade.