The Impact of Digital on Customer Experience

Graeme Gabriel, a WFO Consultant at NICE, discusses the shift to digital customer experience and the impact that has on service teams.

CX Today's Rob Scott hosts Graeme Gabriel, WFO Consultant, NICE.

In this session, we discuss the following:

Digital in CX is a huge topic, but we said we'd narrow the conversation down to digital channel management and the role it plays in CX. So to kick things off, what do you mean by digital channel management, and how can this help CX?
What challenges exist for today's CX leaders navigating their way to digital CX?
How can CX Leaders overcome these challenges? Graeme explains the NICE solution
As we go forward into 2022, what advice would you give CX leaders looking to optimize for digital CX?

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