How do you procure technology that increases the likelihood of adoption and transformation, but also accelerates the journey through the selection process? I’m part of a group of specialist practitioner consultants within the Davies Group that very much focus on how to unlock the value of customer experience and the contact centre. With customer experience (CX) technology, you need to look at the wider engagement in the decision, to ensure that the working practices, which deliver benefits, are successfully adopted by operational people.
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This article was first published in the 2023 Best Practice Guide - Strength in Numbers: The Value of Community
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