From spreadsheets to AI: A look at the future (and past) of customer service

Customer experience in the contact center industry has always been a one-to-one conversation, but the DNA of these conversations has changed. The prevalence of self-service capabilities, AI, and digital channels is rewriting how customers tackle everyday issues, and contact centers are evolving to match these expectations. Recently, TTEC’s Mary Nelson sat down with Sharon Jones, the Senior Director of Workforce Optimization Strategy and Planning for Cigna, to discuss the latest innovations and changes in the contact center landscape.

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"The CX Pod" is an interview series featuring best practices and the leading thinkers and doers who are changing the way business gets done. The focus is on the customer experience and how business' need to actively evolve with their customers instead of reacting. It is hosted by Elizabeth Glagowski, editor of the Customer Strategist Journal.