Digital transformation, automation, and self-service using smart speakers and search engines are all changing the customer journey and the role of agents working in customer service. A customer will often search their phone for help before ever calling a customer care number. How do brands manage this more sophisticated customer journey? Ivan Kotzev is a research analyst at Nelson Hall, based in London. He's been analyzing many of these issues for years, and I caught up with Ivan to hear some of his ideas on transformation and the digital CX journey. Host: Mark Hillary – CX Analyst & Author. Invitee:Ivan Kotzev, Research Analyst, Nelson Hall. Production/ Sound Engineer: Alex Diaz - th3cult.co.uk Want more thought leadership and executive insight on the latest customer and CX industry issues? Check out all other CX Pod Europe podcasts here: https://www.ttec.com/emea/cxpod.

The CX POD - Europe

The CX POD - Europe

Episode #20: Transformation and the Digital CX Journey

APR 12, 202217 MIN
The CX POD - Europe

Episode #20: Transformation and the Digital CX Journey

APR 12, 202217 MIN

Description

Digital transformation, automation, and self-service using smart speakers and search engines are all changing the customer journey and the role of agents working in customer service. A customer will often search their phone for help before ever calling a customer care number. How do brands manage this more sophisticated customer journey? Ivan Kotzev is a research analyst at Nelson Hall, based in London. He's been analyzing many of these issues for years, and I caught up with Ivan to hear some of his ideas on transformation and the digital CX journey. Host: Mark Hillary – CX Analyst & Author. Invitee:Ivan Kotzev, Research Analyst, Nelson Hall. Production/ Sound Engineer: Alex Diaz - th3cult.co.uk Want more thought leadership and executive insight on the latest customer and CX industry issues? Check out all other CX Pod Europe podcasts here: https://www.ttec.com/emea/cxpod.