The ground is shifting beneath us.

Because of the pandemic, massive advances have been made in digital engagement and automation. And those twin pillars have led us back to a hot topic from six years ago — the customer journey.

When we talked about the customer journey before, we didn’t really know what to do with our data. But now, we have ways to leverage it in a myriad of paradigm-shifting ways.

In this episode, I’m joined by a titan of the CX and contact center world, Sheila McGee-Smith, president and principal analyst at McGee-Smith Analytics, to talk about some of these emerging trends.

Join us as we discuss:

- Who should be making contact center decisions

- How customer data platforms help extend customer personas

- The role analytics plays in driving service strategy

- What the biggest trends will be in 2022

Resources mentioned during the podcast:

-The Long-Distance Leader by Kevin Eikenberry and Wayne Turmel

Ready to rethink what’s possible in CX? Subscribe to every episode on Apple Podcasts, Spotify, or our website.

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