271: CX Participation Is Vital To Automation Success

Customer experience's (CX) goal of "humanizing" experiences might seem far removed from automation's focus on removing humans from business processes. But the pandemic-induced push to serve customers online has brought these two forces together, and firms have learned transformational lessons from each. In this episode we're joined by Principal Analyst Leslie Joseph to discuss how automation can improve CX and the important role that CX leaders can play in supporting a successful automation program. Click the titles below for more on this topic: CX Participation Is Vital To Automation Success Gauge Your Intelligent Automation Maturity  

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Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations.