How Contact Center Leaders are using Integrated XM Tools to Claim Transformational Leadership

CX leaders are responsible for creating a seamless customer experience by understanding their customers’ expectations and how they interact with their brand. Integrating an efficient Experience Management (XM) tool to the ecosystem plays a critical role in this process by capturing highly relevant customer data and offering actionable insights.


Diane MagersFounder & Chief Experience Officer, Experience Catalysts
Laurent PhilonenkoCEO, Servion

Key takeaways:

  • Monitor and measure end-to-end Omnichannel Engagement
  • Trace journeys and uncover opportunities to improve metrics for creating exceptional experiences
  • Uncover actionable insights to implement feedback loop to improve customer and employee engagement

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